No surprise, unfortunately. I used them to get a tourist Visa last month...what an ordeal. Right from the beginning their website is terrible and the instructions as clear as mud. Fortunately for me I live in SF and I personally took my US passport into the SF office. It was a dirty, disorganized zoo; made the DMV look good, let's put it that way. But the took my paperwork and I brought a money order for the exact amount of the fee, and two weeks later I went back and personally picked it up. I was glad all went well for me but seeing how they operate (at least the front-facing parts of the office) I can easily see how they must screw up alot. If you can take and pick up your passport at a BLS office, do so. Otherwise, if it were me, I'd Fedex it to them myself and include a Fedex label for the return.