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:07/24/2025

  Type:Delivery 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.

  Application for passport was initially done on 05/19; I felt as though I was being scammed, I gave them all the information the information that was needed and no passport was provided, I would follow up with them daily and there was always something wrong with my application. I have asked for a total refund in the amount of $291.98 for the services that were not provided.

  Customer Answer

  Date: 07/25/2025

  I have received a full refund, thank you for your help, greatly appreciated.

• Initial Complaint

  Date:07/22/2025

  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.

  Gov+ was supposed to help with my passport renewal. They did not get back to me as to what was wrong. The dashboard kept stating 3 more days for review which was over two weeks ago.I tried to chat with them without help. I asked for live person chat who was to respond in 24 hours, that respond never came I tried to call but no answer. Kept me on hold.I paid for expedited payment for the government fee of 130. I applied 6/24/25, I really need my passport. My significant other applied for his July 10 on the government web site and has received his passport in the mail already This is false advertisement and they don't respond to help My passport application has not been reviewed by them in order to be sent in.I plan on using the government website and paying the fees over again I would like what they charged me returned for the fees and also the use of thier software since it did not work Also the expired check fee of ***** since they never sent in anything Total 246. I also paid ***** for expedited premium but I will let that go.

  Customer Answer

  Date: 07/25/2025

  I have received a full refund which has been refunded to my bank. I also received a phone call from the company. Everything is now resolved.  Thank you so much for helping me get my issue taken care of.  So this can be closed. 

  Thank you,  ****** Flesch 

• Initial Complaint

  Date:07/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went through all the steps with Guv+ including all money required to renew my passport. Each time I check on their dashboard as to how the progress was going, the answer was always the same should notify you that the passport package from the government will be sent in three days. I have not heard from them or received the passport as of this date. If it is near completion, I would like them to send me the passport. If it will take more months to accomplish, then they should send me a refund.***** *****

  Business Response

  Date: 07/29/2025

  Dear ***** *****, 
  
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to complete your application. Your application kit has been delivered on July 28th at your designated mailing address. If you have any questions or are in need of assistance, please dont hesitate to reach out to us through ********************************************************
  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/19/2025

  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.

  My mother is suffering from dementia. She tried to get a passport with the help of this company. They charged her a total of $278 which appear to be fees. Then ***** a month for 9 months. With the fees and monthly subscription charges they took a total of $565.76. My mother states that she has tried to cancel and can not. I tried and she never activated her on-line account, we can't log on to cancel it like the ** chatbot help and website say to do, yet they are able to withdrawal the money from her account. I would like the subscription canceled and possible refund. At the very least, this company needs to be fined or looked into for scamming Americans.

  Business Response

  Date: 07/30/2025

  Dear **** and *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We certainly understand and empathize with your mothers situation and the challenges she may be facing. However, we kindly ask that you refrain from referring to our company as scamming Americans. That accusation is not only inaccurate, but also inappropriate especially given that the applicant voluntarily engaged our services, which are clearly outlined and fully disclosed prior to payment.
  
  GOV+ is a registered private company operating under all applicable state and local laws, providing optional support services for government-related applications. We take our role and our reputation seriously.
  
  While we absolutely respect and sympathize with your mothers medical condition, it is ultimately her responsibility (or that of her caregiver) to determine whether she is in a position to proceed with an online application. Using a third-party service is entirely optional and clearly described throughout the process including terms of service, pricing, and scope.
  
  We appreciate constructive feedback, but misplaced blame and unfounded accusations help no one especially not your mother, whom we're genuinely trying to assist.
  
  Wed like to assure you that all your requests were processed, as confirmed to you by our representative *****. We consider this matter closed.
  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/18/2025

  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 thought that I was dealing with a government agency. I filled out all of my personal information, including address, Social Security number, birth certificate, and IDs. I was then informed by my husband that this was not a government agency and when I looked it up. It was an obvious scam. I have disputed all charges with my bank and hope that I will receive a full refund. However, this company now has all of personal information, including my birth certificate, which scares me. I hope that I will be able to have some legal recourse against them if they that information against me.

  Business Response

  Date: 07/28/2025

  Dear ********* *****, 
  
  First, GOV+ is not a government agency, nor have we ever claimed to be. Yes, GOV is part of our namebut thats because our mission is to assist customers in filing and completing *************************** applications more efficiently. On our homepage, it clearly states: "NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. It wasnt hidden in fine printits right there for anyone to see.
  
  After carefully reviewing your application, we requested new passport photos because the one you uploaded did not meet the required quality standards. Please understand that we cannot, in good conscience, approve and complete an application that is likely to be rejected by the passport processing facility. Our goal is to help customers avoid unnecessary rejections.
  
  We regret having to cancel your application; however, customer satisfaction remains our priority. As a resolution, we have processed full refunds for all the charges and deleted all your information from our system. Refund confirmation emails have been sent for your reference. We consider this matter closed and hope for your fast recovery.
  
  

  Customer Answer

  Date: 07/29/2025

  I appreciate that the BBB was able to intervene on my behalf. The BBB was the only person who truly understood and respected the situation. GOV+ ignored all of my complaints and kept taking more money! It is impacting to myself and the BBB showed many many complaints against this company! The fact all this company could respond with only we do note this is not a governmental site, does not make it right. Your company deceived me and obviously many others! The word transparency should be first and foremost; not an excuse. I stand behind my complaint and greatly appreciate the BBB support and response. My bank also helped to reverse all charges and refunded me. 

• Initial Complaint

  Date:07/15/2025

  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.

  On July 1, 2025, I saw an advertisement on ******** for GOV+ for renewing my passport. I decided that, since the passport was coming due in October I'd give them a shot. HUGE mistake on my part. Once I provided them with the basic information (name, address, current passport #, etc) GOV+ said the only thing left to do was to upload a current picture AFTER I paid the $97 which I did. Every time I tried to upload the picture, GOV+ asked to have the picture redone so it would be accepted. Each time I tried another picture it was rejected. I was getting a bad feeling. The website would let me finalize the passport transaction until subscribed (at a fee) and/or bought more services such TSA-pre (which I already have). It would not let me decline these services or exit the program - but it did charge my credit card for the $ 97. I tried several times to reach customer services which apparently is nothing but a robot and was never able to speak to a human. This morning, I waited 1 hour listening to annoying music and still never got an actual person to talk to. This is appearing more and more like some gigantic scam. I'm filing this more to build a file on these people and realize the $ 97 is small potatoes but all the same, people should know.

  Business Response

  Date: 07/24/2025

  Dear **** *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  At GOV+, we handle thousands of applications each day across various services and support channels. While we strive to treat each inquiry with care, we also prioritize fairnessmeaning applications submitted under expedited or premium tiers (which include additional support and processing speed) are handled first. Applications under our standard one-time fee are reviewed in the order they are received.
  
  Regarding your passport photo: please note that we dont arbitrarily reject documents. We follow strict guidelines set by the ************************. If a photo does not meet these standards, we cannot knowingly allow it through, as this would only increase the likelihood of your application being rejected latersomething were actively working to prevent. We dont create the rules; we just try to help people avoid the consequences of breaking them.
  
  As for your concern about being "on hold" or "only talking to an AI"our live chat is staffed 24/7, but like any queue-based system, some waiting is unavoidable. If your concern wasnt urgent, our email channel was and still is a perfectly viable option that many customers use with success. We also want to clarify that any service add-ons are 100% optional, clearly outlined, and include the ability to decline.
  
  We do our best to resolve concerns promptly, but the process does require some degree of participation from both sides. Unfortunately, rather than giving us the opportunity to assist you, this issue was escalated directly to a public forum before we were even given a proper chance.
  
  That said, your application has been canceled, and a full refund was issued. This was confirmed both over the phone and in writing by our representative, *******.
  
  We trust this clears up any confusion, and we consider the matter closed.
  

  Customer Answer

  Date: 07/25/2025

   
  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:07/15/2025

  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.

  Paid to renew passport, dashboard shows in review estimated time 3 business days. It has been over 2 weeks with no change. Tried to contact them through email with no response. Request a refund, auto response no refunds after 7 days

  Customer Answer

  Date: 07/21/2025

  This complaint has been resolved.  I wish to withdraw my complaint.  Thank you for your assistance

• Initial Complaint

  Date:07/09/2025

  Type:Order 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 is the worst "help" I have ever received. They sneakily charge you a huge fee just to proofread an application and don't respond to messages or emails. I could have done this myself and gotten the job done. Instead, I'm waiting...for a computer...to not answer my questions. Need a refund!

  Business Response

  Date: 07/16/2025

  Dear ***** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  Wed like to clarify that when you reached out via live chat on June 12th to inquire about the fees, our representative ****** promptly responded and offered assistance with completing your application. Following this, we noticed multiple attempts to re-initiate the live chat on your endhowever, each time, the session was exited before a representative could be assigned. While we understand that things get busy, it's difficult to resolve concerns when conversations are ended before they begin.
  
  On June 16th, we made an effort to contact you by phone. Although we were unable to connect, we left a voicemail with follow-up instructions. An email was also sent regarding the passport photo you uploaded, which unfortunately did not meet the *******************'s compliance standards. A second call attempt was made on June 30th, again followed by voicemail. **** also responded to your email on July 9th with the next steps.
  
  To clarify: the only reason your application has remained incomplete is due to repeated issues with the photo quality provided. These photo requirements are not set by usthey are mandated by the ************************. Our role is to assist applicants in navigating and meeting these federal standards. We dont create the ruleswe just help people follow them.
  
  Our ability to complete an application depends entirely on the timely submission of compliant materials. Unfortunately, delays often result not from system failure, but from unmet requirements or incomplete submissions.
  
  Given that your stated resolution is to have your application completed, please know we are more than happy to do exactly that. In fact, weve made every effort to reach youincluding another call and email just yesterday. Were still here and ready to assistyou just have to meet us halfway.
  
  Please respond to the email sent by our representative ****, with your desired callback date, time and contact number. We look forward to helping you finalize your application should you choose to continue.

  Customer Answer

  Date: 07/22/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:07/05/2025

  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.

  Gov+ fraudulently charged me when I never wanted to buy a membership. I was filling out a passport application when all the sudden my card got charged for the new passport AND gov plus which I never wanted. I would never spend 130 bucks on anything like this please refund me!

  Business Response

  Date: 07/14/2025

  Dear **** ********, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  You filed for a passport renewal application on July 5th and paid the one time GOV+ fee of $67. Please be reminded that no charges can be processed on our site without a user first:
  
  1. Manually entering payment details,
  2. Clicking Agree to the Terms and Conditions, and
  3. Clicking Submit to confirm the transaction.
  
  After finishing the required processes you were asked if you would prefer to pay the mandatory government fee of $130 for standard processing online and we will issue on your behalf or write your own. You opted to pay it online. There were no sudden charges , as you have stated.  If the charge was processed, its because each step was completed by you. No charges are applied without your express authorization. 
  
  Given the nature of your complaint and the resolution you requested, we have canceled your application and issued full refunds on the same day, July 5th. Refund confirmation emails have also been sent to the address associated with your application. We even reached out to you via phone to inform you of this. 
  
  We certainly understand that misunderstandings can occur. However, we believe in factual clarity and accountability. The steps you took were deliberate. At GOV+, we strive to support customers who recognize the value of convenience and transparency and who are equally committed to clear communication.
  
  Based on the actions taken and the refund issued in full, we consider this matter resolved and closed.
  
  

• 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.

  GOV+ passport online only worked 6/23 & 6/24 to submit anything. Last email remind me photo needed reload was 6/26. Gov+ stopped informing me the photo still did not work, & popped up a msg est wait time 3 business days. I waited 'til the 4th business day (7/3), decided to look into it myself msg its 24/7 chat & confirmed photo still didn't work. About 3 hours of chatting back and forth, which went into 7/4 after midnight, was informed photo upload o.k., but website still didn't work at all, with only informal verification in the chat lines! Staff had to manually fix every step to allow uploading, no accountability online from official site. ONLINE SERVICE STOPPED WORKING, TURNED INTO TOTAL EMAIL & CHAT! Requested fixing of the online function early 7/4 am by email. Auto msg responded it was fixed but still status quo, no change at all, no official confirmation whether the photo worked or not!I stayed on the chat until almost 2 am on 7/4. I was shocked when staff asked me name I want to put on the passport, as I saw info she wanted to confirm with me only included mid initial. I remember there's a place which asked for the exact name it appears on the current passport. She said I only entered my middle initial! Why would an efficient online service NOT ask for what exactly is the current name on the old passport! Why do I have to tell her after 1:00 am on a chat box?! It's a standard question passport agencies asks! I have totally lost faith in Gov+. I wouldn't submit my only one official expired passport in your hands! Don't even know where you all are located. Not BBB certified nor any credentialing info on their website! REQUEST REFUND OF $130: I successfully submitted my application on official US gov site. Willing to forgo the $97 processing fee due to my oversight mistaking you as official site! I submitted my refund request the earliest I could, not due to my delaying, but the non-working "online" service in about 2 days after I paid!

  Customer Answer

  Date: 07/08/2025

  I received a refund of all the amount paid on 7/4 and 7/5.  Issue resolved.  Thanks!

  Business Response

  Date: 07/14/2025

  Hello *******, 
  
  We truly appreciate your patience throughout this process. You were issued a full refund as promised. 
  
  If you have any additional questions or need further assistance, please dont hesitate to reply to the email thread with our representative, ****. Wed be happy to arrange a phone call or respond directly to your concerns.
  
  

  Customer Answer

  Date: 07/15/2025

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