Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to renew my passport when Govt.Asst.popped ***** looked like the legitimate site so I filled out the ************ the end I paid $148 and it said there would be more government fees.I had a bad filling so I looked it up and saw it was a 3rd party scam.I immediately sent an email to cancel the travel **** request and have gotten no response.I since completed the papework and mailed it off.That cost was $130.They have all my information and I am afraid they are going to do something with it.Thank you,****** *********

  Business Response

  Date: 05/12/2025

  Hello ******,
  
  Thank you for sharing your feedback.
  
  GovAssist is a third-party support platform that offers assistance with U.S. travel documentation. We are not affiliated with the **************** and this is stated at multiple stages of the application process, including on our homepage, in our terms of service, within the payment cart summary, and in the mandatory third-party authorization form, which must be reviewed and signed before completing any purchase.
  
  Your refund request has been processed in accordance with our refund policy. The transaction has been voided and will reflect as canceled within 1 to 10 business days, depending on your financial institutions processing times.
  
  We take data privacy seriously, and your personal information is handled securely and in full compliance with applicable regulations. If you have any additional questions, feel free to reach out to our support team directly.

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a legitimate Governmental website address in my browser and without my knowledge ended up on GovAssist site with the fill in forms. I filled it out, and though it seemed a much higher price for my passport renewal, I gave my credit card. Still unaware I had been scammed by a company and not rightfully renewing with the ******************* I immediately got an email asking me to upload my picture but the email had no heading and no name associated with the email. I became suspicious and immediately requested a refund. I have repeatedly requested a refund but have not had my phone calls or emails returned. I want a full refund and for GovAssist to delete all of my information from their records.

  Business Response

  Date: 05/11/2025

  Hello *********, 
  
  Thank you for submitting your concerns. We appreciate the opportunity to clarify the facts of your case and respond accordingly.
  
  We would like to start by emphasizing that GovAssist is a legitimate third party support platform that assists users with preparing travel-related applications, including U.S. passport renewals. We are not affiliated with the **************** and this information is presented throughout our website, from the homepage, during the application process, in the Terms of Service, and in the mandatory Third Party Authorization form that must be reviewed and accepted before any payment is submitted.
  
  Based on your statement, we must respectfully clarify that it is not possible to be redirected to our website from any official government domain. As we are not affiliated with the government, no government website contains links to our platform. The process of submitting a payment on our site involves reviewing and acknowledging our role as a third party support provider, and applicants must actively consent to this before their payment can be processed. Please take accountability for the submission of your credit card information and acceptance of the terms that were made available prior to purchase.
  
  That said, we apologize for the delay in following up with your request. Due to a recent increase in high priority applications, our response times have been temporarily impacted. However, we can confirm that your request for a refund has been received and escalated. A member of the appropriate department will follow up with you directly as soon as possible.
  
  In accordance with our refund policy, which was agreed to before completing your purchase, your case qualifies for a full refund based on the status of your application. Once processed, the cancellation will reflect in your account within 1 to 10 business days depending on your financial institution. Following this, your data deletion request will be handled in line with our privacy policy.
  
  We encourage transparency and fairness on all sides. There is no need to present false information to be assisted. Your case is being addressed in full alignment with our Terms of Service.
  
  If you have any additional concerns or require documentation, our support team remains available to assist.

  Customer Answer

  Date: 05/13/2025

  Dear BBB,

  Part of my complaint including reassurance that they have safely and completely deleted my entire form as there is extremely sensitive information in that form. I accept the refund but additionally want to be sure that my current passport and personal information is not in any files or kept by them for any reason, Once I receive that confirmation in writing, I will accept a refund and the deletion of my information a full resolution. Many thanks for your dilegent work on my behalf.

  Sincerely,

  ********* *****

  Customer Answer

  Date: 05/13/2025

  Dear BBB,

  Part of my complaint including reassurance that they have safely and completely deleted my entire form as there is extremely sensitive information in that form. I accept the refund but additionally want to be sure that my current passport and personal information is not in any files or kept by them for any reason, Once I receive that confirmation in writing, I will accept a refund and the deletion of my information a full resolution. Many thanks for your dilegent work on my behalf.

  Sincerely,

  ********* *****

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23305994
  
  Part of my complaint including reassurance that they have safely and completely deleted my entire form as there is extremely sensitive information in that form. I accept the refund but additionally want to be sure that my current passport and personal information is not in any files or kept by them for any reason, Once I receive that confirmation in writing, I will accept a refund and the deletion of my information a full resolution. Many thanks for your dilegent work on my behalf.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 05/14/2025

  Hello *********,
  
  Thank you for your continued communication.
  
  Wed like to provide an update on the actions taken since our last message. As of today, we can confirm the following:
  
  A full refund has been successfully processed in line with our refund policy and the current status of your application.
  
  Your data deletion request has also been completed in accordance with our privacy policy.
  
  These actions were carried out as promised following the escalation of your request, and confirmation was sent directly to your email address on file.
  
  We understand that our previous response may have been rejected because it was sent before these actions were finalized. Now that both the refund and data deletion have been completed, we welcome you to confirm whether there are any remaining concerns we can help address.
  
  We remain committed to transparency and appreciate the opportunity to support you.

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 05/07/2025 Amount charged: $278 I thought I was dealing with a ***ernment web site to renew my passport. It is deceiving to have *** in the address. I want this transaction cancelled and my pending credit card charge cancelled.

  Business Response

  Date: 05/08/2025

  Hello *********,
  
  Thank you for bringing this to our attention.
  
  We want to confirm that the transaction referenced, dated May 7, 2025, in the amount of $278, has already been canceled on our end. The payment authorization was successfully voided in accordance with our refund policy, and no funds were captured. Depending on your financial institutions processing time, this should reflect on your account as a canceled or voided charge within 110 business days.
  
  Regarding your comment about the website, wed like to respectfully clarify that GovAssist is a private third-party support platform. We assist users in completing and reviewing application forms, and we are not affiliated with the **************** This information is disclosed clearly on our website and within the Terms of Service, which must be reviewed and acknowledged before any payment is submitted.
  
  If you have any further questions or concerns, our team remains available to assist.
  

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to renew my passport and my Spouse (****** Ann ********* I have called multiple times about her and my renewal and never received a call back. I have replied by email and only get a response that my file is updated.

  Business Response

  Date: 05/07/2025

  Hello ****,
  
  Thank you for bringing this to our attention, and we sincerely apologize for the delay in communication regarding your and your spouses passport renewal applications.
  
  We understand an update was already provided for Mrs. ******* and you are now inquiring further about your application.
  
  Please rest assured that your concerns are important to us and that your request has been received and escalated to the appropriate department for further attention.
  
  A member of our support team will follow up with you as soon as possible to provide a detailed update. We truly appreciate your patience and want to reassure you that you are communicating with a legitimate service. Our team is here to help, and your case will be addressed in line with our Terms of Service.
  
  If there is any updated contact information or additional details youd like us to note in the meantime, feel free to reply and well ensure they are added to your file.

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was filling out a form to renew my passport online on 4/29/25. I inadvertently clicked on the ************************** link instead of the federal passport link from the government. I entered my information thinking I was filling out a passport renewal form. The company was misleading in its representation of their services. They charge you to fill out an application, not process the information with the government to get the passport renewal. I would still have to pay $130 to the federal government in addition to the $148 gave them to create an online application. I realized my mistake and requested a cancellation of my application and a refund of my payment through their process online their support link. I have the series of emails going back-and-forth from their support system to my email just saying theyre noting my concerns but not responding them. In the interim they sent me an application to approve via my email. I have not confirmed or approved the application.I have responded each successive day to the support link asking them to cancel my application and refund my money with no response. I want my money refunded, my application for my passport through their company canceled and all of my personal information deleted from there computer systems. I called the number that they gave on the website on the same day, Tuesday, April 29, 2025 and left a message saying I wanted to cancel my application and wanted to refund. I have not heard back from them. I also submitted an email request via their support on Wednesday, April 30, 2025 and again on Thursday, May 1, 2025. I sent another follow up email on Friday, May 2, 2025.The company just keeps saying my request has been updated but doesnt respond to whether they will cancel my application and refund my money. I feel like this is a vicious cycle and is an automated response.

  Business Response

  Date: 05/05/2025

  Hello *******,
  
  Thank you for sharing your concerns. We appreciate the opportunity to respond and clarify the situation.
  
  First and foremost, we want to reassure you that you are communicating with a legitimate business. GovAssist is a third-party support platform that assists users in preparing travel-related applications such as passport renewals. We are not affiliated with the **************** and this is disclosed at multiple points on our website, including the homepage, legal disclaimers, and in the mandatory Third-Party Authorization (***) form that must be reviewed and accepted before payment.
  
  To complete an order, all applicants are required to actively agree to the terms of service and the *** form. These documents outline the nature of our services, our non-government affiliation, and the fact that our fee covers assistance, not the actual government filing or issuance of a passport. A copy of the authorization form has been attached to this response to confirm this step is not optional and must be completed by every client prior to submitting payment.
  
  We understand that applicants may, for various reasons, decide they no longer wish to continue with our service. In such cases, requests like yours are handled in accordance with our refund policy, which was agreed to at the time of purchase and is publicly available on our website for review. Your case has been escalated to the appropriate department and will be updated accordingly.
  
  Please allow some additional time for a direct update to be shared. Once the follow-up is provided, you will be able to confirm if your concerns have been fully resolved.
  
  We remain available to assist and appreciate your patience as our team finalizes your request.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23281898
  
  I am rejecting this response because:  While I complete the steps on your website, the Gov ****** form were misleading and difficult to understand.  Please issue a complete refund and have all of my personal information deleted from your data bases.   
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/10/2025

  Hello *******, 
  
  Thank you for your response.
  
  We understand your concerns and want to confirm that all refund and data deletion requests are handled in accordance with our Terms of Service, which are agreed to prior to submitting an application through our platform.
  
  In your case, weve confirmed that you were eligible for a refund, which has been processed, and a confirmation of your data deletion has also been sent. If you have any further questions or need additional clarification, please dont hesitate to reach out.

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Thank you for your assistance with this resoulution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to GovAssist website to order a passport renewal. Looked legit, and I even read the entire legal terms, which did disclose that the company is neither a law firm nor a government website. But they claimed to be a ************* based vendor that could apply for a passport renewal for me for a fee. I paid them $478.00 on a credit card, and the payment has since been processed. However, after completing an online form for them containing a huge amount of confidential personal information, I received an automated email from them stating that they have a heavy load of applications, and processing may be delayed. I sent them two requests for information with questions, and received no reply. Sadly, I didn't check online about the validity of the site before using it, and I now see here many complaints and that this is just a scam. I emailed them today, demanding 1) deletion of all my personal information from their records, and 2) an immediate and full refund. I have so far heard no reply.

  Business Response

  Date: 05/02/2025

  Hello ****,
  
  Thank you for taking the time to share your feedback. We understand how concerning this situation may feel, and we appreciate the opportunity to respond and provide further clarity.
  
  We want to reassure you that GovAssist is a legitimate third-party support platform that assists individuals with the preparation of passport applications. While we are not affiliated with the **************** a fact that is stated throughout our website and in the mandatory Third Party Authorization form, we are committed to delivering transparent and professional service.
  
  Weve reviewed your case and can confirm that your application was received and is currently active in our system. However, we acknowledge that there was indeed a delay in following up with your inquiries, and we sincerely apologize for any frustration or confusion this may have caused. This was not our intention, and we appreciate your patience while we work to resolve your request properly.
  
  Your request for both a cancelation and data deletion has been escalated to the appropriate department, and a member of our team has been assigned to your case. Please allow 24 to 48 hours for a direct update, at which point you'll be able to confirm whether your concerns have been fully addressed.
  
  We remain available to assist in the meantime and are here to ensure that everything is handled in accordance with our refund and privacy policies.

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business fully refunded my payment to my credit card immediately after I filed my complaint with the BBB.  The credit has cleared my bank, and with that I consider the matter closed.

  Thanks for your help!
  
  Sincerely,
  
  **** Prior

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On its website, they claim to help its customers get passport renewal at an expedited rate (1-2 weeks) if we pay extra amount of dollars which I did. But I have not yet received my renewed passport but what is worse is that they never bothered to contact with any substantive updates even after I initiated a communication. I checked with the ********************** to look for any status on my application. To my surprise, GovAssist didnt seem to have started filing my application to DOS. My multiple attempts to get a response from the company, but all in vain!

  Business Response

  Date: 05/02/2025

  Hello ******, 
  
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to feel informed and supported throughout the process, and we sincerely regret any frustration this situation may have caused.
  
  We would like to clarify that GovAssist operates as a third-party support platform that assists users with preparing their passport renewal applications. While we offer guidance on expedited options and form preparation, we are not affiliated with the ************************ and do not submit applications on behalf of clients.
  
  After carefully reviewing your case, we can confirm that your refund request was processed in accordance with our refund policy, and the full amount was returned to your original payment method. Additionally, your personal data was permanently deleted from our system in line with our privacy and data deletion protocols following your request.
  
  If there are any further concerns or questions, we remain available to provide clarification and support.

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Song

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was making a passport application for my son. I believed I was on a government website for passports applications. GovAssist charged me $148. I don't know what service they provided. It has been two weeks and I have received nothing. I was told they are going to mail me a kit. This seems like a scam. They took personal information, including social and information on parents. Their website is very deceptive. The wording, application and fees make it look like you are applying for a passport on a government website.

  Business Response

  Date: 05/02/2025

  Hello *****,
  
  Thank you for your feedback. We understand your concerns and appreciate the opportunity to provide clarification.
  
  We want to confirm that your request has been received and has now been escalated to the appropriate department for review. A member of our team will follow up with you as soon as possible in line with our refund policy.
  
  While we understand how the experience may have felt confusing, it is important to note that our platform operates as an independent, third-party service provider, and all applicants are required to acknowledge this before proceeding with payment. The consent form presented before checkout clearly states that we are not affiliated with the *************** and outlines the nature of our services. Applicants cannot proceed to payment without actively agreeing to these terms, we can provide you with your signed copy if necessary.
  
  We also take privacy seriously. All personal information is handled in accordance with our Privacy Policy, which is publicly available on our website.
  
  Please allow some time for a direct update regarding your case. If there is anything else we can clarify in the meantime, we remain available to assist.

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got tricked like many others into thinking that this was a state department authorized website. They took $278 for me to simply fill out a form that I could have filled out with the state department website. And I still have to pay the $130 state department fee for my passport. Tried contacting customer service without a response. This website is a total scam, and I wish I had researched them before I paid them. Had to get my bank to reverse the charge.

  Business Response

  Date: 04/24/2025

  Hello *****,
  
  Thank you for your feedback, and we're truly sorry to hear about your experience.
  
  We understand that there can sometimes be confusion when navigating online services, especially for something as important as a passport application. However, we want to clarify that GovAssist is a legitimate, private third-party service provider offering paid support for U.S. travel documentation. We are not affiliated with the ************************, and this is stated on our website and during the order process. Clients are also asked to review and sign a third-party authorization form prior to payment, which confirms our role and services.
  
  While we regret any frustration caused, it's important to note that multiple steps are required to complete a purchase on our platform, including reviewing service details, agreeing to terms, and confirming payment. Transparency is something we take seriously, and we make every effort to ensure our clients are informed before proceeding.
  
  Regarding your order, we sincerely apologize for any delay in receiving an update. We can confirm that, in accordance with our refund policy, your payment has been canceled and this information was communicated to you earlier today.
  
  If you have any additional concerns or questions, we invite you to respond directly to the email sent. Were here to assist you further and reassure you that you are in contact with a real and responsive business.

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company passes as a passport renewal company and they are not. The just send paperwork, but you have already entered all of your personal information and uploaded a picture. This company should be taken off of internet searches and shut down. They are scammer and get your personal information

  Business Response

  Date: 05/01/2025

  Hello ****,
  
  Thank you for bringing your concerns to our attention. We understand how important this matter is to you, and we take your feedback seriously.
  
  We want to clarify that GovAssist is a legitimate third-party service that helps individuals navigate the passport application process. We assist with the preparation of required documents, ensuring that everything is in order before submission to the government. However, its important to note that we are not affiliated with the **************** and our services are clearly stated as such on our platform.
  
  We understand your concerns regarding privacy and the personal information youve shared. Please rest assured that we take data security seriously and handle all client information in compliance with strict privacy policies.
  
  We apologize for any confusion that may have occurred, and we would like to confirm that were actively addressing your request. A member of our team will be reaching out to you as soon as possible to guide you through the next steps and ensure your concerns are properly handled. Please allow ***** hours to receive a direct update on your case. You can then confirm whether your issue has been resolved.
  
  Thank you for your patience and understanding throughout this process. If you have any additional questions or need further clarification, please do not hesitate to reach out. Were here to assist you and make sure everything is taken care of.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23240851
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/02/2025

  Hello ****,
  
  Thank you again for taking the time to follow up and for providing additional details regarding your concerns. Wed like to address the specific points you raised in your response, which we have included here for full transparency:
  
  You say that you help in preparation of the application but you charge the $130 for the government fee and $119 fee for assistance. I visited our local passport office and they stated that in order to properly receive a passport renewal you just send in your old one. Your company only took my personal so information and my picture and did not ask for the old passport. After reading many complaints about your company, it is obvious you pass yourself off as a third party helper, but people never received their passports, just an envelope with paperwork which you can get free at any local office.
  
  We sincerely appreciate the opportunity to clarify how our service works.
  
  GovAssist is a third-party assistance platform that provides support with completing and organizing U.S. passport application forms. While we facilitate the process through expert guidance, form preparation, and customer support, we are not affiliated with the **************** and we do not process or issue passports directly.
  
  Our platform offers option to choose from: the government fee can be included and provided in a money order, and a service fee for the support and document preparation provided. These charges are outlined during the application process, along with the terms of service that must be reviewed and accepted before payment is submitted.
  
  Regarding the renewal process: it is correct that the ************************ requires the applicants old passport to be submitted as part of a renewal. Our role is to ensure applicants receive all necessary instructions and documentation to complete this step, but we do not collect or submit physical passports ourselves. We make it clear that the final submission must be handled by the applicant through official mailing channels.
  
  As noted, you received an envelope containing your completed DS-82 form and support documents, this is a standard part of our service, intended to streamline the process for our users. These documents can indeed be accessed independently, but our clients choose our service for assistance in accurately preparing them and receiving guidance throughout.
  
  We understand your frustration and acknowledge that our service may not have met your expectations. While our goal is to provide clarity and value, we understand that individual experiences may vary.
  
  Your case has already been addressed in accordance with the terms agreed to prior to payment. As such, there is no additional action we can take from our end. If there are unresolved concerns, we remain open to further clarification.
  
  Thank you again for your feedback and the opportunity to respond.