Reply from American Passport & Visa InternationalAug 23, 2018
Many thanks for your review. I’m very sorry that you did not receive your passport back in time for your business trip. However, your visa was issued and shipped on Friday, July 20th as promised, and a confirmation email was emailed to you with the FedEx tracking number at 8:14 pm.
As the visa was completed and the passport was dropped off to a FedEx location, APVI had no reasonable way of knowing that a problem occurred. A FedEx case number was opened after we spoke on Saturday, July 21 at 5:03 pm and follow-ups were provided on Monday, July 23 via phone and email (I am happy to share the email and phone files with you in a private message). Unfortunately, as the drop-off location was closed on Sunday, there was no way to receive an update from FedEx before Monday, July 23.
This was completely beyond any control of APVI, as we act on good faith that FedEx will fulfill their obligations as a third-party delivery service and do not employ or contract the drivers directly, as is made clear in our terms and conditions agreed upon when placing an order.
Although the delay had nothing to do with APVI as FedEx is not an APVI company, we understand your frustration and I will resend your full refund request to our billing department for review today.
If there’s anything else I can do for you, please do not hesitate to call 800-766-0452 and ask for me.
Kind Regards,
Sarah
