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:10/29/2023

  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 company posed as a website for submitting for a passport renewal. When I filled out the info a fraud report went out from my credit card company. I would like all of my personal information removed and my money refunded.

  Business Response

  Date: 10/30/2023

  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 understand how alarming this situation must be, and we want to assure you that we take privacy and security very seriously. While our platform assists with passport applications, we are not affiliated with the **************** This information is clearly outlined on our website to help users make informed decisions before submitting any applications.
  
  Upon reviewing your case, we have no current 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 in resolving the charge.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Were here to help and ensure everything is taken care of.

• Initial Complaint

  Date:10/29/2023

  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.

  Realized this wasnt a legit passport application site after being charged for passport booklet. My main complaint is that I never got the promised email with the form I filled out which I would think would at least assist me with my legitimate passport application. Its like $85.53 disappeared into thin air

  Business Response

  Date: 10/30/2023

  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 understand your frustration, and we want to assure you that we take all concerns seriously. Our platform does assist with preparing forms for passport applications, but we are not affiliated with the **************** We make every effort to be transparent about this information on our website.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your application in our system. Given this, we suggest reaching out to your financial institution for the refund request, as they may be able to assist in resolving the charge.
  
  If you have any remaining questions or need further assistance, please dont hesitate to reach out. Were here to help and ensure everything is taken care of.

• Initial Complaint

  Date:10/29/2023

  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.

  Not realizing this was a third-party company and not a US government site, I paid $67.88 for passport renewal and the submission all of my personal data, including my social security number, address, parents' names, etc. *********** has already refunded the money I paid. THE SPECIFIC ACTION I AM REQUESTING IMMEDIATELY: I request that all of my data be deleted from the company's servers and any other record-keeping repositories or databases.

  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 take your concerns about data privacy seriously, and we want to confirm that all relevant details regarding our services are clearly outlined on our website. As a third-party platform, we assist users in preparing their forms, but we are not affiliated with the **** government.
  
  Upon reviewing your case, weve confirmed that, at this time, we have no record of your application in our system. As a result, we kindly assure you that your personal information has been deleted from our servers and records.
  
  If you have any remaining questions or need further assistance, please dont hesitate to reach out. Were here to help and ensure everything is taken care of.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 20797262
  
  I am rejecting this response because: my personal information is still available on the company's website as a pdf. I am asking that all of my personal data, including the initial application, be completely removed. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 05/01/2025

  Hello *********,
  
  Thank you again for your response via the Better Business Bureau platform.
  
  We noticed that our previous reply was marked as rejected, but unfortunately, no additional information was provided to clarify the reason for the rejection. We truly want to address your concerns, but we kindly ask that you specify what aspect of our response was unsatisfactory or if there is any additional detail you believe we may have missed.
  
  As mentioned earlier, after thoroughly reviewing our system, we were unable to locate any active application or data associated with your name or email. Because of this, we currently have no information on file to process a refund or take further action on your case.
  
  If you're able to share any other details, such as proof of payment we would be glad to take another look. Your input is essential in helping us resolve this matter properly.
  
  Thank you for your time, and we appreciate your understanding.

  Business Response

  Date: 05/02/2025

  Hello *********,
  
  Thank you for your message and for clarifying your request.
  
  We want to confirm that there is no personal data currently stored in our system under your details. As part of our internal process, all personal information is automatically removed shortly after a clients case is resolved. That said, to provide documented confirmation for your records, a member of our management team has also sent you a direct email confirming the completion of your data deletion request.
  
  We appreciate your patience while this was reviewed and handled, and we thank you again for giving us the opportunity to address your concerns.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.
  
  Sincerely,
  GovAssist Support Team

  Customer Answer

  Date: 05/05/2025

   
  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:10/28/2023

  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 searched for online passport renewal and was misled by GovAssist website. They claim to approve and provide passport renewals and charged me $88.83 to fill out the same form as ***************** Government site provides for free. I would like a full refund and want my personal information removed from their system. Thank you for your assistance. Order #G0TVOKJN3DMN

  Business Response

  Date: 10/29/2023

  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

  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. As a third-party platform, we assist users with preparing their forms, but we are not affiliated with the **** government.
  
  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 further questions or need assistance, please dont hesitate to reach out. Were here to help and ensure everything is handled properly.
  

• Initial Complaint

  Date:10/28/2023

  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.

  Trying to renew my passport I go to ****** to find govassist offering a passport renewal service. After providing my information (which I now want deleted from the company servers) and ending what I thought was the passport application process I opened my email to find a PDF of all the information that I had entered instructing me to go to schedule an appointment. The site is Misleading, impersonating government services, and targets vulnerable people. I unfortunately went through with the application with the assumption that this was an actual Passport application and ultimately was scammed out of $85.83. I want a refund and for the business STOP IMPERSONATING GOVERNMENT SERVICES!!!

  Business Response

  Date: 10/29/2023

  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 Ling, 
  
  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. As a third-party platform, we assist users with preparing their forms, but we are not affiliated with the **** government.
  
  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 not already resolved.
  
  If you have any further questions or need assistance, please dont hesitate to reach out. Were here to help and ensure everything is handled properly.

• Initial Complaint

  Date:10/25/2023

  Type:Billing 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.

  Date of transaction: 10/24/23 Amount: $67.88 Business committed to you: Passport assistance Issue: I was in a rush to complete my passport but did not realize this is not the official IRS website. This looks like a scam. I would like all my information deleted from the website and refunded my money.

  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. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20776466
  
  I am rejecting this response because: when I googled the company, they are part of GovAssist Legal. The website is also ********************************************
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/30/2025

  Hello Luly, 
  
  Thank you for bringing your concerns to our attention.
  
  We are reopening this matter to ensure that no stone is left unturned and to reaffirm our commitment to transparency and responsible service.
  
  GovAssist is a private, third-party service provider offering assistance with U.S. passport applications. We are not affiliated with any government agency, and this is indicated throughout our website, including through a required third-party authorization step before payment.
  
  After conducting a thorough search of our internal systems, we have not found any data or application information associated with your name or identifiable details. Please be assured that we take data privacy seriously, and no information has been stored or processed by our platform.
  
  As we do not have a record of your transaction or information, and if this matter has not already been resolved, we recommend reaching out to your financial institution directly to inquire about the charge and pursue a resolution.
  
  Should you have any further concerns or wish to share more details to help us investigate further, please feel free to respond to this message and well be glad to assist.

• Initial Complaint

  Date:10/24/2023

  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 was unaware that a form on the GovAssist website containing a passport renewal application was not affiliated with the ** Government, though I became aware only after I submitted my application. I have formally requested that the organization delete all personal information that was submitted with my application, and notify me in writing once this has been completed. Additionally, I requested that they do not provide or sell my information to any third parties.

  Business Response

  Date: 10/23/2023

  We do not provide passport renewal services.  Please verify which merchant you purchased this service from. 

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20763147
  

  Thank you for your correspondence. I am rejecting this response because your website clearly states that you do provide a passport renewal service. The *** is as follows: ********************************************, which includes a link to the form I filled out. **********, LLC is listed at the company providing the service. Can you confirm that my data has been deleted, as requested? Thank you again.
  
  Sincerely,
  *****************************

  Business Response

  Date: 10/23/2023

  That company is **********, our company is ***********. You have the wrong company. 

  Business Response

  Date: 04/30/2025

  Thank you for your message. We are re-opening this previously closed complaint to ensure that no stone is left unturned and to reaffirm our commitment to transparency and responsible service.
  
  First and foremost, we sincerely apologize for the delay in following up. We can confirm that we currently offer assistance with **** passport renewal applications through our platform, and it is indicated throughout the website that we are a private service provider not affiliated with the **** government.
  
  We strive to make our role as a third-party support service transparent at every stage of the user journey, including clear disclosures prior to any payment or form submission. Additionally, we have thoroughly reviewed our internal systems and have not located any record of personal information or submitted data associated with your name or identifiable details.
  
  Please rest assured that we uphold strict data protection standards and do not store or distribute user information outside the scope of services we directly provide, and always with the user's informed consent.
  
  If you still have any unresolved concerns or require further clarification, feel free to respond directly to this message and our team will follow up as soon as possible.

  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:10/24/2023

  Type:Order 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 the first thing that popped up when looking up a passport renewal. After I selected the form I needed to complete and then filled everything out there was no sort of disclaimer or acknowledgement process about them not actually working with the government. It was only when I received the paperwork that I realized I still had to pay the government and that ********** was charging over $60 to generate a form that could have been filled out for free on the actual governments website. Now ********** has my personal information; including my SSN as well as my parents names and contact information. Disappointing. I am hoping that my identity is not stolen or my personal information sold.

  Business Response

  Date: 04/30/2025

  Hello *****,
  
  Thank you for your message. We are re-opening this matter to ensure that every concern is addressed thoroughly and transparently.
  
  First and foremost, we sincerely apologize for any confusion or disappointment experienced while using our platform. We understand how important it is to feel secure when submitting personal information, especially for something as sensitive as a passport application.
  
  To clarify, GovAssist is a private, independent service provider that offers assistance with application processes and is not affiliated with the **************** This information is clearly displayed throughout our platform, including in the authorization step required before reaching the payment page. Nonetheless, we take feedback seriously and are actively reviewing our presentation to ensure even greater clarity for future users.
  
  Regarding your personal information, we have conducted a complete review of our internal system and can confirm that there is no record associated with your name or identifiable details. We can also assure you that we do not sell, share, or distribute any personal data. All information submitted through our platform is handled with the highest standards of privacy and used exclusively to provide the requested services.
  
  If you believe your data may have been submitted under different details or if there are further concerns you'd like us to address, we invite you to respond directly. Our team is standing by and will follow up promptly.

• Initial Complaint

  Date:10/23/2023

  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 to submit an application for Global Entry and this site was the first one to pop up. I entered all of my personal information including passport, ID, and past addresses. When I got to the end the price was $195 which is higher than advertised for regular global entry. My card declined thankfully because my bank caught this fraud before I did. I then realized this was not a .gov site and a third party. I would like all of my information completely removed from the website.

  Business Response

  Date: 10/24/2023

  Our company is ***********, not **********. We do not do global entry services. Please contact the correct company. 

  Business Response

  Date: 04/30/2025

  Hello Devon, 
  
  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 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 any submitted application or stored data in our system. Since your transaction did not go through, no information was retained, and there is nothing for us to delete.
  
  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:10/21/2023

  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.

  This business misrepresented what it was. It charged me $85 for something I could have done for free. I would like a refund and my information deleted.

  Business Response

  Date: 10/23/2023

  We do not charge $85 for any of our services.  Please verify the merchant you used. 

  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 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 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 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.

  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,
  
  ***** ******