Complaints

This profile includes complaints for Govassist LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Govassist LLC

  1413 Ave Ponce de Leon Ste 401 San Juan, PR 00907-4023

• 

  GovAssist LLC

  1623 K St Ste 300 Washington, DC 20006

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:07/09/2025

  Type:Delivery 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.

  The website mislead me to believe that this was legitimate way to renew my passport online, they charged my card immediately.Since the order was placed they have emailed twice saying it has been delayed. And finally that they were going to send a passport renewal kit instead of a renewed passport. The kit is literally just the forms that you can print off from ********* for free. They are charging 400$ for forms that you can get for free? Besides, I didnt order the forms for the passport renewal, I was led to believe that I was actually renewing my passport online. It has been 10 days since I placed my order and nothing has been delivered, its delay after delay and actually were not gonna give what you ordered so you still have to go to the passport office and everything yourself.I have emailed them several times requesting a cancellation and refund.

  Business Response

  Date: 07/16/2025

  Hello ******,
  
  Thank you for your review. We understand your concerns and appreciate the opportunity to clarify the nature of the service and the status of your order.
  
  GovAssist is a third-party support platform that assists with U.S. passport and travel-related application processes. We do not issue government documents, and we state throughout our website and before checkout that we are not affiliated with any government agency. Our services include the preparation and delivery of customized application kits, personalized instructions, and ongoing support.
  
  Regarding your specific orders:
  
  For order #*********** placed under Andis name, the total paid was $148.00 USD, which includes the shipping and service fee.
  For order #*********** placed under your name, the total paid was $243.00 USD, which covers the Passport Renewal Kit and the Global Entry & TSA PreCheck service.
  
  Both cases have been escalated for review. The assigned agent from our support team has been notified of your refund request and will provide a direct update within the next 2448 hours, in line with our Terms of Service. Once received, you'll be able to confirm whether the issue has been resolved to your satisfaction or if there are any additional concerns you'd like to discuss.
  
  We remain committed to assisting you and welcome any further questions in the meantime.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: its has been 7 days since i emailed *** assist they have not issued a refund,I sent numerous emails and communications requesting a cancellation and refund. They are not even saying they are going to give me what I originally ordered which is a passport renewal service. They want to send a kit which is just the forms you can print for free on the passport website. Reading other complaints on this site and others anyone who has used this company gets the same end result . They say that they are too busy to provide the original service and they are going to give you a kit instead and then youre stuck waiting months for a piece of paper to show up in the mail  so that you can then go renew your passport and do the task they originally promised. The business is just stalling by saying they are escalating the complaint. Just cancel my order and refund the money Its not that hard
  
  ****** ******

  Business Response

  Date: 07/17/2025

  Wed appreciate clarification on the reason for the rejection of our original response, as it addressed the customers concerns factually and in good faith.
  
  Our service expectations were transparently outlined at the time of purchase, including the third-party nature of our support. Once the customer expressed dissatisfaction, both orders were promptly escalated and a full refund of $391.00 was issued since then. That update was also communicated directly to the customer.
  
  Given that the matter has been resolved and the customers concerns were acknowledged and addressed, were unsure why our response was not accepted and respectfully request additional insight.

• Initial Complaint

  Date:07/09/2025

  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 attempted to renew my passport online through GovAssist on 6/11/25. After numerous delays, as of 7/9/25 Ive spent $178 and all Ive received is a printed copy of a partially filled out DS-82 form and a printed copy of my apparently rejected passport photo that was accepted by the GovAssist site.Between the sheer amount of recent complaints about GovAssist on this site, intentionally misleading nature of the GovAssist site, to the delays in services they claim to render, and failure to reach out at the scheduled support call time, I am deeply concerned that GovAssist is a scam and that my PII may have been compromised.I have already filed a complaint with the ******************* concerning my information, and I will be requesting a full refund from GovAssist for wasting my time and failing to render the expected services.

  Business Response

  Date: 07/16/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify the situation.
  
  After a full review of your case, we can confirm that your refund request has already been approved and fully processed. While our team initially offered a partial refund based on the services completed, we took your feedback seriously and issued a full refund of $178.00 as a final resolution and gesture of goodwill. Please allow up to ******************************************** your account, depending on your financial institution.
  
  Regarding your experience, wed like to clarify that GovAssist is a private support platform that helps individuals prepare and submit travel-related applications. We are not affiliated with any government agency, and this is disclosed clearly across our website and order process. The materials sent to you were part of the customized application kit you ordered, which includes pre-filled documents and step-by-step instructions to assist with your passport renewal.
  
  We regret any delays you experienced, including the missed support call, and weve flagged this internally to ensure better follow-up going forward. Please rest assured that the personal information you provided is handled securely in compliance with our data protection practices.
  
  If you have any further concerns or questions, we remain available to assist.

• Initial Complaint

  Date:07/08/2025

  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 charged $148 for what is marketed as a passport renewal. After several delays, I was mailed a partially completed paper application and plastic ballpoint pen, instructing me to take the form to my nearest ***** This is clearly a shady business, who presents itself like an official government website. They charge an exorbitant fee for printing an incomplete document I could have printed myself in just a few minutes. Then, you *still* have to pay for a passport book. Luckily for me, my passport renewal still has a few months to go, so I have time. Others dont seem to have been as lucky.

  Business Response

  Date: 07/09/2025

  Thank you for your message. We understand your concerns and appreciate the opportunity to provide clarification.
  
  GovAssist is a private, third-party support platform that assists individuals with the preparation of travel-related applications, including U.S. passport renewals. We are not affiliated with the **************** and this is transparently disclosed across our website, on the homepage, during the application process, and within the Terms of Service and Third-Party Authorization form that must be reviewed and accepted prior to payment.
  
  The $148 fee you paid covers the preparation and delivery of your passport renewal kit, which includes pre-filled application documents, printed instructions, and guidance from your assigned agent. We do not charge for the actual issuance of the passport itself, as that payment is made separately to the ************************. Our service is designed to simplify the preparation process, but it does not replace or bypass any official steps required by government authorities.
  
  Regarding your specific case, we can confirm that your passport kit was shipped and marked as out for delivery, and your assigned agent previously provided tracking details and a direct invitation to follow up once received. Following your refund request, your case has been escalated to the appropriate team for reiew. A member of that team will follow up with you as soon as possible with an update, in line with our Terms of Service.
  
  If you have any further concerns in the meantime or would like to provide additional context, we remain available to assist.

• Initial Complaint

  Date:07/07/2025

  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 try to renew my US passport online. I click on the first website GOV ****** that pop up on ****** search. I fill all my application and pay online. They asked me to submit a photo afterwards and said their agent will contact me. However, no one ever did. I start to suspected I have been scam and try to click the "Refund" and "Cancel" button on the email they send me. They send me a responded email and every time when I try to ask further questions. They will reply with the same content. I finally get on the BBB website and saw they have over 300 complains in the last 12 months.

  Business Response

  Date: 07/09/2025

  Thank you for your message. We understand your concerns and appreciate the opportunity to provide clarification.
  
  GovAssist is a private, third-party support platform that assists individuals with the preparation of travel-related applications. We are not affiliated with the **************** and this is disclosed transparently throughout our website, including on the homepage, during the application process, and within the Terms of Service and Third-Party Authorization form, which must be reviewed and accepted before submitting payment.
  
  There is no need to provide false information to access or proceed with our service. All clients must acknowledge the nature and terms of our service prior to completing any purchase, and all refund requests are handled in full alignment with our Terms of Service.
  
  In your case, we can confirm that your payment authorization was canceled in line with our refund policy, and this was communicated directly to you on July 8. Since the charge was voided before settlement, it will not appear as a refund, but rather as a canceled or reversed transaction, depending on your financial institutions processing timeline.
  
  Regarding your reference to BBB activity, we would like to offer additional context. While the profile reflects 200 total complaints in the last 3 years, it also shows that 195 complaints have been closed in the last 12 months. The majority of those cases were inherited from 2023, when the BBB platform was not actively managed by our team. Since then, we have taken clear steps to ensure new inquiries are addressed promptly and thoroughly.
  
  If you have any remaining questions or concerns, please feel free to reply directly to your last email thread. Were here to assist further if needed.

• Initial Complaint

  Date:07/07/2025

  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 renew my passport. I thought GovAssist was official website. They charge me ****** on my credit card and rejected my photo. My photo ok for the renew passport. I sent email message to GovAssist with ohoto being rejected. I send 5 photos and all 5 rejected. I sent for refund for the charge. I didnt receive a response. Maybe automated response direct to me an official website for renew passport. I didnt see rating from the BBB. Im really frustrated and a get a refund for credit card. My rating is 0- 10

  Business Response

  Date: 07/09/2025

  Thank you for your message. We understand your frustration and appreciate the opportunity to clarify.
  
  GovAssist is a private, third-party support platform that assists with the preparation of travel-related applications, including U.S. passport renewals. We are not affiliated with the **************** and this is disclosed throughout our website, on the homepage, within the application process, and in the Terms of Service and Third-Party Authorization form accepted prior to payment.
  
  Regarding your specific case, our system flagged your uploaded photo as non-compliant with official passport standards. While we understand this may have been frustrating, our review process is in place to help clients avoid delays during government processing. We can confirm that your assigned agent received your follow-up messages and attempted to assist with the photo issue.
  
  That said, we can also confirm that your payment of $178.00 was canceled in line with our refund policy, and this resolution was communicated directly to your assigned agent on July 7. If you have not yet seen this update, we recommend checking your email (including spam or junk folders) for the confirmation message.
  
  If you have any remaining concerns or require additional clarification, we remain available to assist further.

• Initial Complaint

  Date:07/05/2025

  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.

  GovAssist emailed me 7 times to ask for additional information about my passport app. renewal. I paid $278.00 USD for an updated passport and only received a packet in the mail asking the same questions. I am looking for a refund. Good luck with these folks. I do not think this *** is legitimate.Thanks for your time.

  Business Response

  Date: 07/09/2025

  Thank you for sharing your feedback.
  
  We want to take this opportunity to clarify a few important details regarding your experience. First and foremost, GovAssist is a legitimate third party service provider that offers guided assistance with the preparation of travel related applications, including U.S. passport renewals. We are not affiliated with the ************************, and this information is transparently disclosed throughout our website and during the mandatory checkout process, which includes acknowledgment of our role via the Third Party Authorization form.
  
  In your specific case, we can confirm that your assigned agent engaged in timely and consistent communication, including requests for required information that were necessary to proceed with your application. These follow-ups were made via email and phone, and we thank you for providing the requested details on June 16, which allowed us to complete the next step of your process.
  
  As you were not eligible for online passport renewal, your application was transitioned to our kit-based processing option. This was clearly communicated by your agent, and your kit, containing the filled application form, a prewritten check for the *************** of State, and detailed instructions, was shipped and delivered to the address provided. **** tracking confirms successful delivery to your local post office on June 28, and follow-up guidance was shared on how to complete submission to the government.
  
  Wed also like to clarify that, prior to this complaint, no direct request for a refund had been submitted through your assigned agent or our support system. However, now that your concerns have been raised here, we have escalated your case to the appropriate department for further review. Please note that all refund requests are handled in accordance with our refund policy, which was agreed to prior to purchase.
  
  We appreciate your patience and encourage you to continue working with our support team for outstanding questions or final steps

  Customer Answer

  Date: 07/21/2025

   
  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:07/04/2025

  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 believed that I should renew my passport via GostAssit. They kept emailing, texting. Said if I request a refund I would not have a passport. They wrote and told me I would need to send my old passport to them at some point. They also charged for many items that you cannot buy online.I worsted to them and asked for a refund. I have since gone through the correct official channels to obtain a renewed passport. I want a full refund.

  Business Response

  Date: 07/09/2025

  Thank you for bringing your concerns to our attention.
  
  Wed like to take this opportunity to correct a few misunderstandings reflected in your message. First, requesting a refund from GovAssist does not in any way prevent a client from obtaining a passport. It simply means that our assistance and guided support through the process would be discontinued. The application can still be completed directly through the ************************, and were glad to hear you were able to proceed through that channel successfully.
  
  We would also like to clarify that GovAssist is a third-party service provider, not affiliated with the **************** Our platform offers professional guidance and preparation support for travel-related documents. This includes completing application forms, compiling all necessary materials, and providing detailed submission instructions. The request to mail your old passport would have been part of the standard process for certain application types and in line with official government requirements, not a demand from us directly.
  
  Regarding the claim of being charged for items that cannot be purchased online, we respectfully disagree. The fee paid covered document preparation, personalized support, and fulfillment costs, all of which are part of our published service offering and outlined in our Terms of Service prior to purchase.
  
  That said, we can confirm that your request for cancellation was received and promptly processed. As communicated to you directly on Friday, July 4, 2025, the payment authorization for your order was canceled in line with our refund policy. As it was not a captured charge, it should appear on your account as voided or canceled within 110 business days, depending on your financial institutions processing times.
  
  We trust this provides the clarity you were seeking. If you have any further questions, you are welcome to reach out to our support team directly.

  Customer Answer

  Date: 07/21/2025

   
  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:07/04/2025

  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.

  Did applications for both my husband and myself for passports and nothing has been sent to us for processed. We just keep getting these emails tellingus if we would like to have our information resent or resubmitted asking us for more money offering us a 15% discount weve already paid for bothapplications when you try to respond to the email it just send it right back to you. We filled out a refund request and received no reply back.

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention.
  
  Weve reviewed your account and can confirm that applications were submitted for both you and your husband. Refund requests for both orders have been received and properly logged. These cases have since been escalated and assigned to members of our specialized team for further review.
  
  A direct follow-up will be sent to you via email as soon as possible, in accordance with our Terms of Service. We appreciate your patience as we work to provide a resolution.
  
  Regarding your note about receiving multiple emails, our system may prompt clients with optional offers in situations where an application appears incomplete or stalled. These emails are automated and not intended to request payment for services already rendered, nor to replace a proper support response.
  
  If you experienced any technical issues when replying, we regret the inconvenience and want to assure you that our team does receive and review all refund request submissions, even if an auto-response was triggered.
  
  Once you receive your direct update, youll be able to confirm whether your concerns have been fully resolved or if there are any remaining issues we can assist with. We remain committed to supporting you throughout the process.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23557012
  
  I am rejecting this response because:

  Here they are offering to refund me for both of the passport applications, but then I received a completely separate email from them directly saying that they are not refunding me the applications. It is exactly the opposite of what they say in the complaint resolution I will attach a copy of the email, but I received that says that unfortunately, they are not able to refund me back and it is out of their control. 

  I want a refund for both applications as I was promised here in the Better Business Bureau resolution and I dont want to receive any more emails directly from them contradicting that request.
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 07/09/2025

  This is email sent to me

  Vircyn Estadillo (GovAssist)
  Jul 9, 2025, 03:08 EDT
  Hello ***** and ******,
  Thank you so much for your patience throughout this process.
  Your application has now been escalated to GovAssist ******************* My name is Vircyn, and I'm here to help.
  We understand your request to stop the process of your Passport Application and get a refund because of the delay. We understand the urgency of your situation, and I regret that the kit has not arrived as promptly as you expected. While we try to ensure prompt service, once the kit is in ****'s hands, mailing and delivery times can sometimes vary, which is unfortunately out of our control. However, I fully acknowledge how this has impacted your plans.

  Business Response

  Date: 07/09/2025

  Thank you for the follow-up.
  
  We previously addressed the concerns raised in this complaint and, as of now, have not received a rejection or any new information from the client requiring additional clarification.
  
  To reiterate: refund requests for both applications have been received, logged, and escalated to the appropriate team. A direct update will be shared via email in accordance with our Terms of Service. We remain committed to supporting the client and welcome any further communication should there be additional questions or concerns.

  Customer Answer

  Date: 07/09/2025

  There has been no resolution offered. They just keep sending me resoonce email saying no refibd and its out of their control. The BBB response differs from what the are actually saying to me directly in email. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23557012
  
  I am rejecting this response because:

  There has been no resolution offered. They just keep sending me resoonce email saying no refibd and its out of their control. The BBB response differs from what the are actually saying to me directly in email. 
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 07/10/2025

  Since this complaint The address has been changed for delivery so its not coming to my address and theyre not refunding me so Im not getting the service and Im not getting a refund and the emails Im receiving are just stating that they are not refunding me and its out of their control.

  Business Response

  Date: 07/16/2025

  Dear *****,
  
  Thank you for your continued communication and for sharing your concerns here. We regret the frustration this situation has caused and appreciate the opportunity to clarify.
  
  After reviewing your case thoroughly, we confirm that your passport applications were processed and the kits shipped as per our standard procedure. Because the kits were already in transit at the time of your cancellation request, we were unable to halt fulfillment. As outlined in our service terms, the service fee covers processing and shipping, which had been completed.
  
  To demonstrate our commitment to customer satisfaction and goodwill, we offered a partial refund of 30% per application, which reflects the stage of service completed and ongoing support we remain ready to provide. We understand this may not fully meet your expectations, but it represents our best resolution under the circumstances.
  
  Please be assured your refund request has been formally logged, and the offer stands as outlined by our ******************* While we are here to support you, to ensure fairness and transparency, we handle all requests in line with the Terms of Service signed and agreed to prior to payment. At no point was a full refund processed or approved following your complaint here, via BBB.
  
  Thank you again for your patience and understanding.

• Initial Complaint

  Date:07/03/2025

  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.

  On July 3, 2025 I filled out the USA Passport renewal form on ************************** believing that I was on a government website. After entering most of my personal information I realized I was not on a secure site. I did not complete the transaction and logged off, but my credit card was charged anyway.Fortunately, I soon received a "fraud alert" from my credit card company. They declined the payment and advised me to cancel the card, which I did. However, the website ************************** has all my personal information. I want that deleted. How do I make sure it is? Can these scammers be put out of business?

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention.
  
  We understand your concerns and would like to offer reassurance while also respectfully clarifying a few important details. GovAssist is a legitimate third-party support service that assists individuals with travel-related application preparation, including U.S. passport renewals. We are not affiliated with the **************** and this is transparently stated throughout our platform, on our homepage, in the application flow, and in the Terms of Service that must be accepted before any payment is processed.
  
  In your case, we can confirm that no transaction was completed.That said, we have honored your request for data deletion. On July 4, 2025, a confirmation email was sent to you directly verifying that your personal data was permanently removed from our system, in line with our Privacy Policy. Any remaining non-sensitive data retained, such as name, email, and country, is stored solely for compliance and cannot be used for any further processing.
  
  Many clients actively choose our services because they prefer professional guidance. Transparency remains a priority for us, and while our service may not have been necessary for you, that alone does not equate to misconduct.
  
  Should you have any further questions or wish to view a copy of our Privacy Policy again, it is publicly available at *************************************************, or you may reach out to us directly at ************************************************************.
  
  Thank you again for your feedback.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23555477
  
  I am rejecting this response because:
  
  I did NOT finish and submit the passport application with GovAssist. That is confirmed by several emails from other websites reminding me that I had NOT completed my application. Those reminders ended in junk mail.

  Nevertheless, GovAssist sent a charge to my credit card immediately after I entered the card information and without my completing the application. Fortunately my credit card company spotted the ***** and refused to pay. The fact that the service address includes *** indicates intention to deceive. It does NOT result in a passport, information purposely omitted by GovAssist, but can result in charges twice what the actual government online application charges. In my book, this is fraud. 

  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/23/2025

  We are writing to respectfully request clarification regarding the recent rejection of our response to this Complaint.
  
  In our original submission, we aimed to directly address the consumers concerns by:
  
  Confirming that no transaction was processed
  Verifying that their data deletion request was completed in accordance with our Privacy Policy
  Clarifying that GovAssist is an independent third-party service, not affiliated with the **** government
  Reaffirming that these disclosures are transparently presented throughout our website and terms of service
  
  If any part of our response was found to be incomplete or out of alignment with BBB guidelines, we would appreciate any feedback that would help us revise it accordingly.
  
  Thank you for your time and support.

• Initial Complaint

  Date:07/03/2025

  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.

  Purchased expedited passport renewal service via QuickPassport (a shell for GovAssist) for $308. A few days later was told that the shipment was delayed and I could get digital assets for a 15% refund and sent them myself or request that the physical passport kit be reshipped.Ridiculous. They purport to be a passport/visa courier, but they dont really explain it until you purchase. They refer to their policy but its dishonest and a ridiculous service. Both support phone numbers I found result in nothing but disconnects and voicemail. *** requested a total refund of my purchase, as Ive received NOTHING from them at this point, and unless they execute a refund I will have no option but to conclude, tell others, and relevant authorities and websites that they are a dishonest company and tell others to stay away. Id love to be wrong. I will be monitoring this complaint to ensure that they dont send customers to reply that this complaint is resolved, as it appears they have been doing.Refund please :)

  Business Response

  Date: 07/08/2025

  Thank you for sharing your feedback. We appreciate the opportunity to address your concerns and clarify the services we provide.
  
  GovAssist is a private, third-party support platform that offers guided assistance with travel-related applications, including U.S. passport renewals. While we are not affiliated with the ************************, this is transparently stated across our website, including in our Terms of Service and the mandatory Third-Party Authorization form that must be reviewed and agreed to before completing any purchase.
  
  We understand your frustration regarding the delay with the shipment of your passport kit. Our fulfillment team did notify you about the unexpected shipping delay and offered a digital delivery option with a 15% refund for the inconvenience. The intention was to ensure that clients who preferred to move forward quickly could still access their application materials while receiving a partial compensation for the delay. This is not a substitute for the full service, but an alternative option provided for added flexibility.
  
  Your concerns regarding the clarity of our services are noted. However, our platform does not position itself as a government passport or visa courier. Instead, we offer application preparation support, and the exact nature of the service, including what is and isnt included, is disclosed throughout the purchase process. We make every effort to provide detailed information before payment is submitted.
  
  As for the mention of unreachable phone lines, we sincerely apologize for any difficulty in connecting with our team. Due to increased support volume, some clients may have experienced delayed callbacks, and we are actively working to improve this.
  
  To directly address your refund request: We confirm that your request was received and reviewed in line with our refund policy. Based on the status of your application at the time your request was submitted, a full refund was approved and processed. This update was communicated to your email address on July 6, 2025. Depending on your financial institution, the refund may take 110 business days to reflect on your account.
  
  We encourage you to monitor your account for confirmation of the refunded amount. If, for any reason, you do not see the refund within the stated time frame, or if you require a copy of the refund confirmation, we remain available to assist.
  
  Thank you again for bringing your experience to our attention.