My wife works in the travel industry & received a free trip to Egypt. I'm a permanent resident of the US with a Lebanese passport living in Boston. I require pre-authorization to Egypt which takes a minimum of 8 weeks. If I am approved, then the visa will be issues. I called VisaHQ and was assured this is definitely something they can assist with. I sent my documents and received an email once they were received. From 4/3-4/13, there was nothing but issues. I called to check on the status as noted above, I need pre-approval. The agents were not familiar with this and I was told multiple times that I sent my documents too far in advance for August travel. I kept having to hang up and call back. Finally, I was told on 4/7 "not to worry" my documents were sent. However, I was never updated via email or through their website. I called back countless times to be placed on hold for an upwards of 15 minutes, I experienced call avoidance where I was saying "hello" and nobody was responding. On 4/11, I was told that my documents were not in fact sent yet. The call disconnected. I received an email shortly there after with a new application. Apparently they sent me the wrong form, they jurisdiction. At this point, I wanted to cancel and have my documents sent back to me. I was told that I would be charged $24.00 because a "specialist" reviewed my documents. After about a 20 minute hold, I was told I would get a full refund, less the cost of the shipping. I was given a tracking number that did not work. I called back again, today, 4/13. I was hung up on. I called again, got the same agent. I was placed on hold and told that I would get my passport on Monday. I requested the tracking number. Placed on hold again. She said she would email me. I requested the email be sent before I hang up. Another hold. I finally got the email. The passport is coming today and it requires a signature. Great to get it back overnight, however, planning is required as it does need a signature and I already rearranged my schedule to home for Monday. I never received a response from the "visa specialist" and I find the call avoidance appalling; the agents know exactly what they're doing when they're taking the customer off hold then muting the call so the customer hangs up because they think they have a poor connection. I work in a call center and that is unacceptable.