HORRIBLE CUSTOMER SERVICE
3rd time using this service. Previous service was great; this time was horrible. The original assigned agent (Mike Sosa) was no longer in service, yet email communication continued to be received under his name. My attempts to respond were rejected since the email address was no longer valid. Whoever had been newly assigned to my service request was never identified. My request for accurate amount for the check to Dept of State for passport book + passport card was deflected with a response from Ariana that I look it up myself. Really? With the service fee having been paid, YOU can't give me information that should be readily available in your office? The passport application submitted CLEARLY had my current address showing on line #1 and #2, yet correspondence (from the ghosted Mike Sosa) contained a prior address. I called and provided the correct information - yet when the email notice of passport mailing was received (still from the ghost Sosa), the full address wasn't shown. I made MULTIPLE calls requesting correction and to speak with a manager - without effect. Finally got an email (Lily Caldwell) stating "it appears that you left out your PO BOX on the passport application you filled out". Again - really? Too bad for her that I kept a copy of the documentation submitted showing COMPLETE address information. The passport book was received -- but without the passport card. Only after contacting their office to find out status of the passport card was I informed that the card would be sent separately in another 2 weeks. That information should have been forthcoming at the point that the passport book was being sent. This agency takes ZERO accountability for their errors and has absolutely provided ZERO customer service. I will NEVER use or refer them again.