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:11/01/2023

  Type:Service or Repair 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 business is misleading and suggests it is a government website. They will charge about 90 dollars for filling out a passport application. The money does not pay for the passport fee. They now has access to personal information that is not protected nor does it state it will not be sold to any third parties. This is a shady business practice.

  Business Response

  Date: 05/01/2025

  Hello *****,
  
  Thank you for your feedback, and were sorry to hear about your experience.
  
  We want to be fully transparent that GovAssist is a private platform that provides support services for U.S. travel-related applications, including passport forms. We are not affiliated with the **************** and this information is stated on our website prior to any payment being made.
  
  We understand your concerns about privacy and the use of personal information. Please know that data security is something we take seriously. Our privacy policy outlines how information is handled, and we do not sell personal data to third parties.
  
  After carefully reviewing your case, we could not locate an active application in our system. Because of this, we recommend contacting your financial institution to dispute the charge, as they may be able to assist in recovering the funds directly.
  
  If you have any other questions or would like further clarification, feel free to reach out. Were here to help.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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.

  I was looking online for the government website to get my passport, renewed, and GovAssist, LLC popped up. I was under the impression that it was an official government website and put my Social Security and private information in. After my bank reached out to me. I found out that this is a third-party, and that I still have to pay for a passport. This website led me to believe that I was paying directly to the passport agency. Now I have to pay again for something that was free at the original website. Please refund me my money and remove my private information from your database!

  Business Response

  Date: 05/01/2025

  Hello ********,
  
  We understand your concerns regarding the visibility of certain third party services in search engine results when looking for passport application information.
  
  When searching for "passport application" on ******, the official *************** website, ****************, typically appears among the top results. However, it's important to note that sponsored advertisements from third party services, such as GovAssist, may also appear prominently at the top of the search results. These ads are clearly labeled as "Sponsored" or "Ad" to distinguish them from organic search results.
  
  To ensure you're accessing official government resources, always look for URLs ending in ****** and be cautious of sponsored links that may lead to third party services charging additional fees for assistance. The official site for U.S. passport information and applications is *********************************************************.
  
  While we are an independent support platform and not affiliated with the ***************, we aim to be transparent about the nature of our services and the associated fees before any payment is submitted.
  
  After a careful review of your case, we could not locate an active application in our system. Because of this, we recommend reaching out to your financial institution to dispute the charge, as they may be able to help recover the funds directly.
  
  If theres anything else we can do or clarify, please dont hesitate to get in touch. Were here to support you in any way we can.

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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.

  Tried to renew a family members passport and paid the expedite fee. Personal data such as name, DOB, SSN and payment, were submitted with is extremely alarming as this company paid ****** to be the first site that comes up when ******d and its an outright scam. Please clear data from your server immediately or legal action will be taken as this is a direct breach of privacy and theft of personal property. $85.83 10/31 /2023

  Business Response

  Date: 04/30/2025

  Hello *********, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed response. We're reopening your previously closed review to ensure that your concerns are fully addressed with the transparency they deserve.
  
  We understand how concerning it can be when a website appears prominently in search results and resembles a government service. While we are not affiliated with the **************** our site clearly states that we offer third-party application assistance for a service fee. This is outlined on our website prior to payment to help users make informed choices.
  
  Regarding your concern, weve thoroughly reviewed our records and, at this time, we have no current record of your application in our system. Given this, we kindly recommend contacting your financial institution for a refund request, as they may be able to assist you further with recovering the charge.
  
  If you have any additional questions or need further assistance, please do not hesitate to reach out. We are committed to helping and resolving all concerns transparently.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair 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.

  I would like to file a complaint as I went to apply for global entry and this is the first website that comes up. it is not the correct one and there is an extreme up charge.

  Business Response

  Date: 10/24/2023

  We are not **********, and do not provide global entry services.  Our company is Govt Assist, LLC.  Please contact the correct company. 

  Business Response

  Date: 04/30/2025

  Hello ******, 
  
  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to confirm that we take transparency seriously, and all relevant details regarding our services are outlined on our website. Our platform is designed to assist with application processes, but we are not affiliated with the **************** This information is available to help users make informed decisions before submitting any applications.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your personal information in our system. As a result, there is no data stored under your name that would require deletion.
  
  If you have any remaining questions or need additional assistance, please dont hesitate to reach out. We're here to help and ensure everything is taken care of.

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  October 24, 2023. I thought this was a government site for renewing my passport. The site, pass.govassist.com deliberately looks like an official government passport renewal site. Instead this site took my money to put my information in a form, which was no different than putting my information into the actually US government form for free. I would like my personal information removed from their systems and a refund.

  Business Response

  Date: 10/24/2023

  Our company is Govt Assist, LLC, not **********, LLC.  We do not provide passport services.  Please contact the correct company. 

  Business Response

  Date: 04/30/2025

  Hello *******, 
  
  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to confirm that we take transparency seriously, and all relevant details regarding our services are outlined on our website. Our platform is designed to assist users with completing application forms, but we are not affiliated with the **************** This information is available to help users make informed decisions before submitting any applications.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your application or personal information in our system. Given this, we kindly suggest contacting your financial institution for the refund request, as they may be able to assist you further in resolving the charge if this was not resolved already.
  
  If you have any remaining questions or need additional assistance, please dont hesitate to reach out. We're here to help and ensure everything is taken care of.

• Initial Complaint

  Date:10/31/2023

  Type:Product 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 business is a scam. I was moving too quickly but DO NOT USE them. They are charging for a service you can get for free. I charged this today and immediately realized my mistake. I requested a refund but they only offered to refund me 25%. Most of all, I would like my information deleted from their servers immediately.

  Business Response

  Date: 04/30/2025

  Hello ********, 
  
  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to confirm that we take transparency seriously, and all relevant details regarding our services are clearly outlined on our website. Our platform is designed to assist users with completing application forms, but we are not affiliated with the **************** This information is provided to help users make informed decisions before submitting any applications.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your personal information in our system. As such, there is no data associated with your name for us to remove.
  
  If you have any remaining questions or need additional assistance, please dont hesitate to reach out. We're here to help and ensure everything is taken care of.

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  I went online today to fill out a passport application for my 16 year old daughter. I thought I was using a government site when I clicked on GovAssist, the first option that came up when I entered "passport renewal" into ******* The site said "Online US Passport Application" and then allowed me to click on Passport Renewal form. I completed the application, including giving my daughter's DOB, SS#, address, email address, etc. The site asked for $64.88 for the New Passport. NOWHERE did it mention that this was a service to just assist with filling out the form and NOT a submission of the form and payment of the government fee. I would like a full refund of the $85.83 paid (the "new passport" fee plus a $20.95 "passport insurance" fee) as well as assurances that the site has deleted all of my daughter's private information and that the information was not and will not be used, shared or otherwise communicated to anyone. I am very concerned that a company who would use this intentionally misleading website now has my (minor) daughter's very private information, including her full social security number.

  Business Response

  Date: 04/30/2025

  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to emphasize that we take transparency and data security very seriously. All relevant information regarding our services is clearly outlined on our website. While our platform is designed to assist users in completing application forms, we are not affiliated with the **************** This is communicated so users can make informed decisions before proceeding.
  
  After reviewing your case, weve confirmed that there is no record of your daughter's application or personal data stored in our system. Therefore, no information is retained or available to delete.
  
  If you have any other concerns or require further clarification, please feel free to reach out. We're here to support you and ensure everything is resolved properly.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 20781338
  
  I am rejecting this response because: It has been so long that I don't remember if I ever received a refund. And, I have no way of knowing if their claim that they don't have my daughter's confidential information is true, or if they previously sold or used her information.
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 05/14/2025

  Hello *********,
  
  Thank you for your continued communication.
  
  In your desired resolution, you requested both a refund and confirmation that no personal information has been used, shared, or retained.
  
  We would like to respectfully reiterate that, as mentioned in our previous message, after a thorough review of our system, we found no current record of your daughter's application or any associated personal data. As such, there is no information stored or available to delete.
  
  Additionally, since there is no active application under your details, there is no payment that we are able to refund from our end at this point.
  
  We remain committed to assisting you and encourage you to share any additional information beyond what has already been reviewed, so we can continue to support your case effectively.

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  10/25/23 Both my husband and I were duped into believing the ********** was a government agency to process passport renewal

  Business Response

  Date: 10/25/2023

  Our company is Govt Assist, LLC, not **********, LLC.  We do not provide passport services.  Please contact the correct company

  Business Response

  Date: 04/30/2025

  Hello ******, 
  
  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to assure you that we take transparency seriously, and all information about our services are presented on our website. Our platform is intended to support users in preparing application forms, but we are not affiliated with the **************** This distinction is provided so users can make informed choices prior to submitting their details.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of any application or personal information submitted in our system.
  
  If you have any further questions or need additional support, please dont hesitate to reach out. We're here to help ensure everything is fully resolved.

• Initial Complaint

  Date:10/31/2023

  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.

  Purchased passport application because I thought I was at the official government site. This website is misleading and it doesn't actually apply for the passport, it just fills out information that I could have done myslelf for free

  Business Response

  Date: 10/26/2023

  Our company is Govt Assist, LLC, not **********, LLC.  We do not provide passport services.  Please contact the correct company. 

  Business Response

  Date: 04/30/2025

  Hello ******,
  
  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to clarify that transparency is a priority for us, and all service-related information is available on our website. Our platform offers assistance with completing application forms, but we are not affiliated with the **************** This distinction is made clear so users can make an informed decision before proceeding.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your application in our system. Given this, we kindly suggest contacting your financial institution for the refund request, as they may be able to assist you further in resolving the charge.
  
  If you have any additional questions or need further support, please dont hesitate to reach out. We're here to ensure everything is fully addressed.
  

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  I made a request, in a timely manner for a full refund this transaction immediately, this request was made no more than five minutes after realizing that this was not the passport department from a government site, only a link to download a free pdf.All my requests for full refund seem to have been ignored,. I did state that I have not, and did not intend to ever use a private business with my confidential information. I feel I was misled into giving my personal information to them, they make it seem that I was completing and filling out an application through a legitimately passport government site, and that I had been mislead to think by their name and fake email address (as if it was the real a.gov Website.) After several emails I was finally contacted and I requested a full refund , I sent communications at least six times yesterday . During my communications this person was very resistant and refused to agree to send i a full refund, although I did not use their service at all!I believe, this company took misleading steps to lure traffic to their website by masquerading as if they were a government agency. They even ask for full Social Security numbers like a government agency ( I do believe thats illegal.) I request my records and information be totally expunged from their, website, (which is really a personal business business) as a legitimate government agency website They now have illegally obtained my personal information by using their fraudulent websites.(They request such information as Name, date of birth, mothers maiden name, full Social Security, number)

  Business Response

  Date: 10/26/2023

  Our company is Govt Assist, LLC, not **********, LLC.  We do not provide passport services.  Please contact the correct company. 

  Business Response

  Date: 04/30/2025

  Hello ****,
  
  Thank you for your patience, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure that everything is thoroughly addressed.
  
  We want to reassure you that we take transparency and user privacy seriously. All relevant details about our services are stated on our website. Our platform is intended to assist users in completing application forms, but we are not affiliated with the **************** This distinction is provided to ensure users are fully informed before proceeding.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your application or personal information in our system. Given this, we kindly suggest contacting your financial institution for the refund request, as they may be able to assist you further in resolving the charge if this was not already resolved.
  
  If you have any other concerns or need additional assistance, please dont hesitate to reach out. We're here to help and ensure everything is taken care of.