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:04/23/2025

  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 found this online passport renewal site on line. Paid over $300 for renewal and within 5 minutes of payment I tried calling and emailing the company to cancel. The payment went through and was debited from my account. They have since sent me an email stating that I am not eligible for online renewal, however I do meet all criteria for online renewal. I have since seen all of the complaints regarding this company being a scam. They have ALL of my personal information and appears to have taken me for over $300. They do not answer the phone and the only email response is generic responses. I would think this type of fraud would be against federal law as it is promising federal services and documentation???

  Business Response

  Date: 04/24/2025

  Hello ****, 
  
  Thank you for bringing your concerns to our attention.
  
  We understand you mentioned attempting to contact us shortly after submitting your payment. While we dont have any documentation on our end showing contact attempts within that time frame, the earliest record we do have is a missed call the following day. Following that, one of our agents reached out via phone and email to request additional information in order to proceed, but we didnt receive a response.
  
  That said, we completely respect your decision not to continue with the service. A full refund was processed yesterday in accordance with our refund policy, and you should see the funds reflected in your account within 1 to 10 business days, depending on your bank.
  
  As a reminder, GovAssist is a private third-party service provider. We are not affiliated with the **************** and our role is to offer personalized guidance and support throughout the application process. This is outlined during sign-up and confirmed in the third-party authorization form.
  
  We understand your apprehension regarding the personal information submitted. Please be assured that all client data is handled securely and in full compliance with applicable data protection regulations. GovAssist uses this data strictly for the purpose of assisting with your application.
  
  If you wish to have your personal data deleted from our system, you may submit a formal request, and well be happy to process that in line with our data privacy policy.
  
  Were sorry to hear that your experience didnt meet your expectations, but we hope this resolution provides some peace of mind. If theres anything else youd like to clarify or discuss, were here to help.

  Customer Answer

  Date: 04/24/2025

   
  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. I was issued a full refund in a timely manner.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/21/2025

  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.

  ************** fools people into thinking they are a US government website. I spent $148 to get a PDF of a passport application. What the heck? So disappointed that a deceptive/scammy LLC like this rises to the top of the ****** web search and fools people frequently extorting them out of funds. I am sure there will be a class action lawsuit against this LLC eventually.

  Business Response

  Date: 04/21/2025

  Hello ******,
  
  Thank you for bringing your concerns to our attention.
  
  Were sorry to hear that your experience with GovAssist did not meet your expectations. While we understand your frustration, wed like to take this opportunity to clarify some important points about our service.
  
  GovAssist is a private, third-party support company that assists individuals with U.S. passport applications. We are not affiliated with any government agency, and this is stated transparently throughout our website, including our homepage, service details, and the third-party authorization form that each client is required to sign before proceeding.
  
  To complete an application through our platform, users must actively review our service descriptions, pricing breakdown, and terms of use before manually submitting payment. These steps are in place to ensure full transparency throughout the client journey.
  
  Weve reviewed the status of your application, and in accordance with our refund policy, which is publicly available for reference, the payment has been canceled. Since the payment authorization has been voided, it will reflect as canceled on your account within 1 to 10 business days depending on your financial institution.
  
  We have contacted you directly with an update about this as well, feel free to respond if any additional questions or concerns. 

  Customer Answer

  Date: 04/21/2025

   
  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:04/16/2025

  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.

  When researching passport renewal online, I came across the GovAssit site. I filled out the information requested and submitted payment. Upon completion, I realized that I needed to renew via the government website. On my invoice it said to contact them for a cancellation and refund, and I did so within a few minutes of my original order on 4/16/25. I called their support line and left a message, and I emailed requesting a cancellation and refund. I am seeking a full refund for this charge as well as data deleted. I have also attempted to dispute the charge (which is currently pending) with my credit card company but they cannot do anything until the charge is posted. Also, I highly recommend that no one else do business with this group.

  Business Response

  Date: 04/21/2025

  Hello *******, 
  
  Thank you for bringing this matter to our attention.
  
  We understand your concerns and appreciate the chance to clarify the situation. Upon reviewing your case, we can confirm that the payment authorization associated with your order has now been canceled. You can expect the transaction to reflect as void or canceled on your statement within 1 to 10 business days, depending on your financial institution.
  
  We also acknowledge your request for data deletion, and we're currently processing this in accordance with our privacy policy. You can expect a confirmation update regarding this within the next 24 hours.
  
  Although we strive to present our services clearly and transparently throughout our website, including disclaimers, service descriptions, and the third-party authorization step prior to payment, we regret any confusion that may have occurred. We are a private assistance platform and not affiliated with the **************** and this distinction is stated on several key pages throughout the user journey.
  
  If you have any additional questions or require further assistance, please dont hesitate to reach out. We remain committed to supporting you through the remainder of this process.

  Customer Answer

  Date: 04/22/2025

  Thank you so much for intervening in this matter on my behalf. GovAssist has refunded my money and deleted all of my personal information. This is a huge relief and I am extremely grateful for your organization and prompt assistance.  Sincerely, ******* ****

  Customer Answer

  Date: 04/22/2025

   
  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, 
  
  ******* ****

  Thank you so much for intervening in this matter on my behalf. GovAssist has refunded my money and deleted all of my personal information. This is a huge relief and I am extremely grateful for your organization and prompt assistance.  Sincerely, ******* ****

• Initial Complaint

  Date:03/23/2025

  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 thought I was filling out an ESTA application on the government website. I started filling out the form and then had to come back to it later. I clicked on the email to continue my application which must have taken me to the Gov ****** page. It wasn't until I checked by credit card statement that I realised I'd been charged $152AUD for what would have cost me $21USD on the government website. Whilst i'm unhappy to have paid extra and I am frustrated that companies like yours are at the top of a ****** search page instead of the legitimate government website, I am more concerned that you now have all of my personal details including my passport details and image. I would like all of my personal details including my passport details and image to be deleted immediately.

  Business Response

  Date: 03/24/2025

  Hello *******,
  
  Thank you for your feedback. We want to clarify that we are a private third-party service that assists with travel authorization applications. We do not claim to be affiliated with the government, and this information is clearly stated on our website before any payment is made.
  
  We understand your concerns regarding data privacy. Please rest assured that we take data protection seriously, and as per your request, we have deleted all of your personal details, including your passport details and image.
  
  If you need any further assistance, please feel free to reach out.

• Initial Complaint

  Date:03/21/2025

  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 contacted GovAssist less than 24 hours after I had paid for a passport renewal. I needed to upload a photo, which I was going to do that evening as I didn't have a suitable picture, but they said they were sending my kit out already and that if I wanted to include a photo it would be an additional $15 at my appointment with **** (which I do not recall seeing anything about). I asked then for a refund, which was barely over 24 hours after I had initially filed and shortly after I received an email to upload a photo. They were in communication with me within minutes at first, then after I requested a refund, I was told it was "escalated" and when I asked about a timeframe, I received no response. I asked three total times about a timeframe for the refund processing and received no response. It concerns me that my request has been pushed aside, communication has ceased when I asked to cancel services, and my refund isn't actually being processed.

  Business Response

  Date: 03/24/2025

  Hello ******,
  
  Thank you for your feedback. We sincerely apologize for the delay in following up on your refund request. We understand how frustrating this must be, and we want to assure you that your case has been escalated to the respective department.
  
  We have placed urgency on your request, and you can expect an update regarding your refund anytime between now and the next 24 hours. We appreciate your patience and are committed to resolving this as quickly as possible.
  
  If you have any further questions or concerns, please feel free to reach out, and well be happy to assist you.

  Customer Answer

  Date: 03/25/2025

  They are now spamming my email with confirmations of "processing my passport request" when I have asked specifically for a refund.  I replied to one of them (current at the time) saying I wanted to confirm I DO NOT want a passport and I would like I refund.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23099808
  
  I am rejecting this response because:

  They are now spamming my email with confirmations of "processing my passport request" when I have asked specifically for a refund.  I replied to one of them (current at the time) saying I wanted to confirm I DO NOT want a passport and I would like I refund.
  
  Sincerely,
  
  Lauren Head

  Business Response

  Date: 04/18/2025

  Hello ******,
  
  Thank you for taking the time to share your experience.
  
  We completely understand your frustration and sincerely regret any confusion or lack of clarity that may have occurred during your interaction with our service. Your concerns are valid, especially when it comes to communication and transparency regarding your refund request.
  
  To clarify the situation on our end: After your request for a refund was escalated, your case was placed into a specialized queue for the appropriate department to review and take action. At that point, there was no longer a dedicated agent assigned, which we recognize may have contributed to the gap in communication. We apologize for the delay and the inconvenience that caused.
  
  Initially, a partial refund was proposed. However, following your further request, we confirmed on March 28 that a full refund had been processed from our side. Shortly thereafter, we were notified that a chargeback had been filed through your financial institution. Once a chargeback is initiated, the bank assumes full control of the transaction. At that point, no further financial action can be taken from our end, as the matter is entirely handled by your financial institution.
  
  We truly regret that your experience did not meet expectations and hope this explanation helps provide some clarity. If there are any remaining concerns that we can assist with beyond the scope of the chargeback, we remain available to support however we can.

  Customer Answer

  Date: 04/20/2025

   
  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,
  
  Lauren Head

• Initial Complaint

  Date:03/19/2025

  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.

  When researching passport renewal online I came across the GovAssist site. I filled out the information requested and submitted payment. Upon completion, I realized that I instead needed to renew via a different method. On my invoice, it said to contact them **** for a cancellation or refund, and I did so within 10 minutes of my original order on 3/12/2025. I called their support line and spoke to ***** a few moments later. She found my order and stated that she could not complete the cancellation/refund, but that she would elevate it to her supervisor and it should be completed within a few hours. I followed up with an email and a voicemail the following day, 3/13 and received no response. I followed up with another phone call on 3/14 with no response. I followed up on 3/17 with an email and received no response. At this point I did further research on their company and found many others with similar complaints. I am seeking a full refund for this charge as I have followed all instructions for cancellation and refund, and contacted them within moments of the initial order being placed. I highly recommend that no person do business with this group. I am attaching the initial invoice where it states to request cancellation immediately (which I did), as well as the emails I have sent to their support team as follow up.

  Business Response

  Date: 03/24/2025

  Hello ****, 
  
  Thank you for your feedback. We want to clarify that our cancellation and refund process follows a structured procedure, which includes escalation to the appropriate department for review and processing. While we understand your frustration, we assure you that your request was handled as soon as it was assigned to the respective team.
  
  We acknowledge that you reached out promptly after your order, and we apologize if there was a delay in communication during the follow-up process. However, we can confirm that your refund has been processed in accordance with our refund policy.
  
  If there is anything else we can assist with, please feel free to reach out.

  Customer Answer

  Date: 03/24/2025

   
  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. I received a refund a few days after initiating this complaint.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/18/2025

  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 trying to renew my passport and Gov ****** popped up first on my search. I mistakenly believed it was the US government website for passports. I input all of my personal information, a photo and payment for a new passport. My credit card was charged $288 and weeks later I still hadnt heard from the government. I then finally received an email telling me I need to finish my application though I had already completed everything. That is when I specifically looked up Gov ****** and found out they were a third party and this service looks more like a scam. I can easily input my information to the US government and renew a passport on my own and I dont want a third party to have all my personal information. The site itself is highly misleading and I believe they know this and use it to make easy money.

  Business Response

  Date: 03/24/2025

  Hello *******,
  
  Thank you for your feedback. We want to clarify that we are a third-party service assisting with passport application preparation and are not affiliated with the **************** This information is clearly stated on our website before any purchase is made, along with a breakdown of our service fees.
  
  We understand your concerns, and we can confirm that your payment has been refunded in accordance with our refund policy. If you are concerned about your personal data, we take privacy seriously and have a process in place for data deletion. You can request the deletion of your data directly through our website, and we will ensure it is processed promptly.
  
  If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 03/29/2025

  I would like to know exactly how to request my data be deleted. I do not see how to do that on the website. I did reply to the email that notified me of the refund from GovAssist  and asked for my data to be deleted. I do not know if that is sufficient. 

  Customer Answer

  Date: 03/29/2025

   
  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...for now. I have received a Citbank Conditional Credit for my dispute of the charge. I did receive an email from GovAssist stating that the amount of my charges would be refunded in full. As long as the refund is not rescinded by my credit card due to GovAssist not actually refunding the amount, then I consider the resolution satisfactory. Thank you for your help. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/17/2025

  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 completed the application for online passport renewal. I did not receive a confirmation email. I have left two voicemails requesting an update on the status of my renewal. I have also completed the contact me form twice online that states I will be contacted within 24 hours. I believe this site to be a SCAM as I have not been contacted by the company at all and I cannot find any information on my passport renewal anywhere. I will now have to rush a request through the department of state since I have waited 3 weeks since completing the application to file this disupute.

  Business Response

  Date: 03/24/2025

  Hello ****, 
  
  Thank you for your feedback. We apologize for the delay in contacting you regarding your application status. Our initial attempts to reach you via email were unsuccessful due to the following error: "Recipient server rejected email. Status code: 552. Recipient's inbox is full." However, we can confirm that our latest update was successfully delivered.
  
  Additionally, we would like to reassure you here as well that your refund has been processed in accordance with our refund policy. This refund is credited to the same payment method used at the time of purchase and will appear in your account within 1-10 business days as of March 19, 2025. If you need further assistance or have any additional concerns, please feel free to reach out.

  Customer Answer

  Date: 03/24/2025

   
  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:03/14/2025

  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.

  Applied for a passport through GovAssist,cant get no answer,received a passport kit in mail showing we have to go to the post office to pay more money when the website showed it covered the passport,Im trying to get a refund but cant get in touch with nobody,cant find the email for **** of receipt when it showed he would receive a email with the receipt

  Business Response

  Date: 03/24/2025

  Hello ****,
  
  Thank you for your feedback. We want to clarify that since receiving your application, we have made multiple attempts to contact you via email and phone to assist with your order.
  
  Regarding your concern about the passport process, our website clearly outlines that we provide a passport application preparation service, and government fees are separate. The passport kit you received includes instructions for completing the process at the post office, as required.
  
  We also confirm that your recent refund request was addressed by our billing team in accordance with our refund policy. Additionally, an automatic email confirmation was sent upon purchase, but if you require another copy of your proof of payment, please reach out directly, and we will be happy to provide it promptly.
  
  If there is anything else we can assist with, please let us know.

• Initial Complaint

  Date:03/06/2025

  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 attempting to renew my passport. I Googled 'renew my passport' and clicked on a link that I thought took me to the State Department website. Instead I was directed, through a sponsored link, to **************************. where they charged fees to support my passport renewal as a specialized immigration/passport service. I did not intend to engage special services to renew my passport. As soon as I discovered the error, I contacted my credit card company and asked them to reverse the charge. I have also submitted a request to : withdraw consent and delete data directly to the ************************** website.

  Business Response

  Date: 03/24/2025

  Hello ******,
  
  Thank you for your feedback. We want to clarify that our website clearly states that we are a private third-party service assisting with passport application preparation and are not affiliated with the **************** This information is provided before any payment is made, along with a breakdown of our service fees.
  
  Our website is accessible through both organic searches and sponsored listings, which is a standard online advertising practice. Customers are encouraged to review all details before completing a purchase to ensure they understand the services being provided.
  
  That said, we acknowledge your request, and we can confirm that your payment was canceled in accordance with our refund policy. Additionally, your data deletion request has been processed. If there is anything else we can assist with, please feel free to reach out.