US Dept. of State - Passports Customer Service Issues

I submitted my passport application on May 7, [redacted], through the standard process, but I have yet to receive it. I am considering upgrading to the expedited service to speed up the process due to an upcoming trip. I have attempted to contact the passport office numerous times, but I mostly hear a busy tone. During one instance, I was on hold for over 4 hours without anyone answering my call. I appreciate any assistance you can provide. Thank you.

In early December, I submitted an application to renew my passport to update the gender marker. Despite following the guidelines on the government’s travel website, I received a letter stating that I needed to use a DS-11 form rather than a DS-82. I mailed my original passport as proof and haven't received it back. I also paid for the passport book and expedited service. With my upcoming trip, I need guidance on the next steps and clarification on the payment status. It is concerning to pay for services and not receive them as expected.

I submitted my passport to the Consulate General of the Philippines in Chicago. They dispatched it via priority mail on 1-27-[redacted], but the US Postal Service misplaced the envelope. Inside were my passport and documents from the Embassy in Chicago, IL. I have an itinerary for my flight to the Philippines to repatriate my late wife's remains, but I can't secure an appointment to obtain a new passport in the US. The flight has been fully paid for, and unfortunately, I can't get a refund from the airline. I've communicated with the Postal Service, who expressed regrets but couldn't locate the missing envelope. Before her passing, I promised her I would bring her back to be laid to rest beside her parents.

My husband and I completed all the paperwork for new passports and mailed it in February [redacted]. Due to the pandemic, we received what we thought were new passports in the mail in July [redacted]. However, upon closer inspection, we discovered they were our old passports, not the new ones. Despite providing all correct information and photos, our local passport contact in Lima, OH, informed us that we missed the deadline to rectify this mistake and now need to apply for new passports and pay the fees again. It seems unfair that we are being asked to pay twice for a mistake made on the passport service's end. We believed a passport should be valid for 10 years, and paying for passports that were not valid due to a date issue is frustrating. We appreciate any help with this matter. Jacqueline L. D.-P. Phone: [redacted] Email: [redacted]

I waited on hold for 2 1/2 hours and finally connected with a very rude customer service representative. When seeking clarification on a service, she warned me she would only explain it once more before hanging up. During payment, when I mentioned I had a Visa card, she claimed she couldn't hear me on speakerphone, despite my repeated attempts. She abruptly ended the call, seeming eager to get off the line. Her unprofessional behavior was disappointing.

Please help! I visited [redacted] Grand Ave in SSF to apply for a passport for my brother Ken C. W., who has a mental disability. While selecting the passport type, I asked the clerk about the difference between a passport book and a card. He mentioned that the card is for frequent travelers, but as we don't plan to travel and only need it for proving citizenship for Medicare enrollment, I initially chose the book. However, I realized later that the card would be more suitable for our needs. I was informed that our application was already sent yesterday but I urgently need to contact your office to correct this error before processing. I am willing to send a new check with the correct fee. My contact email is [redacted], and phone number [redacted]. The applicant is Ken C. W. Thank you in advance for your help.

I travel frequently to Mexico using my passport card since my passport went missing. Planning a trip to Argentina in November means I need to renew my passport, which unfortunately will invalidate my card temporarily. This causes a concern for my regular trips to Mexico and my Sentri pass linked to my current passport. To secure a quick replacement, I need to provide evidence of imminent international travel, which is challenging because my upcoming trip is by car, not by plane. As I stay with a friend in Mexico, there's no hotel booking for verification. How can I prove my urgent need for a passport renewal without a flight reservation?