Complaint Review: US passport online

I filed my passport renewal application online, Sep 24th 2011 (Saturday), at "US passportonline.com" thinking it was the government web site. After submitting the filling fee I was taken to a site with "check list". At the bottom of the check list it states that "Do not ship your package (including old passport) to the address listed on the government form" and mail it to another address (address of the US passportonline, in Florida). I didn't feel comfortable mailing my old passport and personal documents to a "non-governemt" site and within 5 mins (more like 2 mins) I called the toll free number provided on the form and left a message to cancel my order (answering machine picked up the phone). I received no call back over the weekend.

 I called them today and a person named "Nick" came on the phone. He said that they will not issue a full refund of 159 dollars and will only give back 114 because they will have to deduct a cancellation fee. I requested to speak with a supervisor and he said "I won't let you speak with a supervisor", he repeated this twice when I said "I am sorry, did I misunderstand you" - I hope they recorded the call because he clearly said that (I never heard of a company where a customer is not given a opportunity to speak to the supervisor). If I can't even speak with the supervisor, how can I feel comfortable sending my private documents to this company. Companies like these should not be allowed to operate and be able to con unsuspecting customers.