Complaint Review: US Passport Online

I went online to find out all the information I needed to renew my passport at the postoffice.  This website was the first link that popped up and I thought I would give it a try.  When I signed up for (no information was given whatsoever) I soon realized it was a mistake.  It said a rep would contact me within 24 hours to give me details, and when she did they next day (15 min. before the office closed) she said she would email me a list of things I needed to do and of those was to mail in my original birth certificate and original passport and a check to the gov. for an additional $170 added on to the $129 I had already paid.  

When I tried to call back to cancel they told me I would be charged a $45 cancelation fee.  I asked them why because no services were rendered and they said service was rendered because I received a phone call and an e-mail.  When I asked to speak to a manager they told me a manager cannot tell me anything different and that I will not receive my money back.  I asked to speak with a manager regardless and they told me a manager was not in the office.  When I asked for the managers name they would only give me her first name (Silvia) when I asked for the last name they would only give me her first initial-W.    

I called my cc company to dispute the charge.  At first they said no because the cancelation fee was on their website (and it was in a very sneaky manner).  I felt as though this is why their customer service was so poor because they could get away with their unethical behavior.  I could care less about the $45, but the principle of the matter was really killing me.  So, I called my bank again and this time the guy told me I could renew my passport for free and that he would be happy to reverse my charge.  

I feel as though they make all their money from this $45 cancellation fee rather than actually doing a service.  I can only imagine how many people this company has taken advantage of!