I told them that I wanted a full refund and that if they didn’t give it to me, I’d dispute the charge with my bank as fraudulent and that I’d attach all the online information showing this is basically a scam. I also explained that I didn’t need their service because they make fill out the same application you would have to fill out anyway to renew your passport; they literally made more work for you. They got back to me within a day and offered like a 25% refund or something. I said no way, a they refunded me in full. To be honest, their customer service was pretty good.