A North Carolina family’s long-planned vacation was thrown into uncertainty after a child’s passport application and original birth certificate disappeared somewhere inside the federal passport system. Scrambling to find answers the family contacted 5 On Your Side for help.
A family vacation at risk
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Katherine Campbell and her husband were preparing to travel to Jamaica with their three children to celebrate Campbell’s mother’s birthday.
Months before the trip, the Campbells submitted first-time passport applications for all three children in a single package through the U.S. Postal Service. Weeks later, two passports arrived. The third never did.
“It’s gone,” Campbell told WRAL’s 5 On Your Side.
The missing passport application belonged to the couple’s daughter. Campbell said she initially believed the application may have been delayed in processing. But after repeated inquiries, she received a letter from the U.S. Department of State confirming something far more concerning.
Government officials confirmed the application had been delivered to the department’s banking facility, where payments are processed and application information is entered into the system. During that step, Campbell’s daughter’s birth certificate had vanished.
“Since learning this, Postal Inspectors and other appropriate U.S. Government and other entities have made extensive efforts to locate your missing application and will continue to do so.”
The department offered to reimburse expenses associated with replacing lost documents and photographs and instructed the family on how to reapply.
“Due to the sensitive and personal information included with the application, we take the loss of any passport application seriously,” the agency wrote.
For Campbell, however, the biggest concern wasn’t just the delayed passport, it was the missing birth certificate.
After 5 On Your Side gets involved, missing birth certificate is finally returned
Without the passport, her daughter could not travel with the rest of the family. But the disappearance of the birth certificate, which contained sensitive identifying information, raised concerns about potential identity theft.
After 5 On Your Side began asking questions, the family’s case was escalated.
Campbell’s daughter ultimately received her passport, allowing the family vacation to move forward. The missing birth certificate was also found and returned to the family without an explanation.
Still, questions remain about what happened to the original application and birth certificate.
The State Department did not answer specific questions from WRAL about how the application became separated from the others and where it may have been lost. The State Department also offered a year of free credit monitoring for the child.
What parents should do if important documents go missing
Consumer experts say there are several steps parents can take to protect themselves if a child’s sensitive documents are lost or compromised:
Make copies before mailing
Parents should scan or photograph passport applications, birth certificates and other supporting documents before mailing them. While copies cannot replace official records, they can make the replacement process significantly easier.
Use trackable mail
Certified mail or other delivery services with tracking can help establish when and where documents were received.
Consider freezing your child’s credit
Children can become victims of identity theft even if they do not have an established credit history. A credit freeze can help prevent fraudulent accounts from being opened using a child’s identity.
Watch for signs of fraud
Parents should monitor for suspicious mail, unexpected accounts or notices connected to their child’s identity.
Escalate quickly
If you are unable to get answers through normal channels, document every interaction and consider contacting your congressional representative, U.S. senator or other elected officials for assistance.
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