Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2025

  Type:Customer Service 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'm trying to obtain a *** pre check status but am unable to proceed and get anyone to respond. They took my $97.00 and I can't finish the application.

  Business Response

  Date: 10/21/2025

  Hello *****,

  Thank you for your Feedback. We would like to take this opportunity to clarify some important points regarding your experience with GOV+.
  
  You submitted your application on August 18th. We sent you multiple notifications prompting you to complete your application by scheduling your TSA appointment.
  
  Its important to note that appointment availability is time-sensitive and managed on a first-come, first-served basis. Slots are shared across all applicants, city and state-wide and must be secured within the window provided. Because no appointment was booked within that period, the available times eventually filled, which is why no scheduling options appeared on your dashboard when you attempted to book on October 20th.
  
  You reached out to us via chat to request assistance in completing your application. One of our support agents was assigned to handle your inquiry; however, by the time we responded, the chat session had already been closed due to inactivity.
  
  Please note that when chat sessions are launched and then abandoned before an agent can join, the system automatically removes the session from the active queue. If a new chat is later initiated, it is placed at the end of the line, behind other customers already waiting for support. For this reason, we highly recommend staying on the line once a chat is initiated to ensure timely assistance and avoid unnecessary delays.
  
  Subsequently, your application was cancelled and refunded following the refund requests we received from you. Our team also attempted to reach you by phone twice to confirm the cancellation, but the calls were directed to voicemail. A confirmation email with the refund receipt attached was then sent to your registered email address.
  
  We sincerely regret that your experience didnt meet your expectations. Your application was not finalized due to not having an appointment secured. Despite not being eligible for a refund due to the application being filed past 7 days, we still issued the $97 refund, which was successfully processed and as a gesture of goodwill. It should already be reflected in your original payment method within 3-5 business days as bank processing times vary. We sent a confirmation email containing the refund receipt and reference number, which you can provide to your bank to locate your funds. If you have any further questions, you can also use that email thread as the primary means of communication.
  
  We consider the matter closed.
  

  Customer Answer

  Date: 10/21/2025

   
  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:10/17/2025

  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 10/15/25 I mistakenly thought Gov+ was a government entity that I could go through for passport renewal. After filling out the majority of the questions & having already put my payment information in, I realized I didn't need the service, so I left the page uncompleted. 2 days later, as I'm checking my online banking, I find a charge from Gov+. I call to seek a ********** am on hold with them as I write this. 40 minutes & still holding for a response. Not what I would call a legitimate business!

  Customer Answer

  Date: 10/18/2025

  Update:

    After contacting you, my call was dropped. I called again & stated that all I wanted was my refund. The woman I spoke with said she would process it. A short time later I received a phone call from them telling me my refund was being processed. This morning I checked my checking account & there is a pending refund from Gov+. Thank you very much!

• Initial Complaint

  Date:10/15/2025

  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.

  I recently submitted an order to reinstate my *** precheck. All I have received so far is 2 charges for $97.00 and a monthly charge of $14.99 and a charge for $57.00. I am unable able to find any information regarding my request. All I see is a request to complete my application which is how I ended up being charged $265.00 in the first place. I am asking for a full refund and cancellation of my application. Thanks.

  Business Response

  Date: 10/28/2025

  Dear **** ******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the matter.
  
  You voluntarily filed a TSA Renewal application on our platform on October 11th, as well as accepted the optional offers for GOV+ Expedited processing, a passport application and the GOV+ Premium monthly subscription . Please note that while we assist in filing a number of government applications, we cannot process an application with incomplete or inaccurate information. Our representative, ****** sent an email informing you that no *** membership was found under the *** you provided . Since you filed for a renewal, the required renewal details must first be provided before processing can begin.
  
  On October 18th, refunds were processed and an attempt to inform you of this on October 20th via phone call by our Specialist *******. Since we werent able to reach you, he sent an email with the receipts.  We trust this clarifies the situation. As all concerns have been addressed and refunds have been issued, we now consider this matter closed.
  

  Customer Answer

  Date: 10/28/2025

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

• Initial Complaint

  Date:10/13/2025

  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.

  same complaint as previous stated by another individual: ,I am submitting this complaint regarding an unsatisfactory experience with GovPlus related to a TSA PreCheck application.On 9/5/2025, I attempted to apply for TSA PreCheck through the GovPlus website. I was charged $97.00, but the system would not allow me to complete the application process. I followed all the necessary steps and even engaged with a technical support representative via the online chat. Despite their assistance and multiple attempts, the system continued to fail and would not allow the application to go through

  Business Response

  Date: 10/23/2025

  Dear **** *********
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the matter.
  
  You voluntarily filed a TSA Renewal application on our platform on September 4th without activating your account. Multiple email notifications were sent afterward, reminding you to complete your application. Please note that while we assist in filing a number of government applications, we cannot process an incomplete form containing only basic information. Since you filed for a renewal, the required renewal details must first be provided before processing can begin.
  
  When you contacted us on October 13th, our representative, *******, explained this clearly and advised you to activate your account and complete your application after addressing your concern about the initial charge. Our records confirm that this was your only successful conversation with us, aside from missed calls you placed to our specialist, ****, after his initial outreach. No chats or email correspondences were logged.
  
  It was later determined that you were attempting to renew the *** PreCheck benefit included in your Global Entry membershiptwo entirely different programs. This distinction was also discussed with you during your conversation with ****. Despite the application being outside the standard 7-day refund window, a full refund was granted as a gesture of goodwill.
  
  You were advised to complete your renewal through the Trusted Traveler Program (CBP or DHS), as Global Entry renewals are not part of our current service offerings. It is, however, one of the most requested additions, and we are working to include it in the future.
  
  We trust this clarifies the situation. As all concerns have been addressed and a full refund has been issued, we now consider this matter closed.
  
  

  Customer Answer

  Date: 11/03/2025

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

• Initial Complaint

  Date:10/09/2025

  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 decided to use Gov+ after seeing them affiliated with *** ex and I need my passport asap. I followed their instructions and filled out the paperwork online. This was a Friday and when I tried to print out the documents so that I would have them ready I was only able to print a list of the steps I take to actually attain a passport. I called customer support and they told me that the actual government made some changes and that I would not be able to print out the documents until at least Monday. I had an appointment at the post office on Tuesday at 6:30 am. I could not wait so I downloaded the documents from the government site and printed them out. Went to my appointment with the post office and ended up paying them to expedite as the cashier told me that most of those companies are scams. I did not want to chance it especially since ************ was not up to par so I cancelled the service immediately after my appointment and tried to get a refund for the (non) service I got. Over a month later and after I had been told three different times that I would be receiving a phone call from a supervisor ( of which I never received one). I got a rejection email that my refund was denied

  Business Response

  Date: 10/22/2025

  Dear **** *******,
  
  We acknowledge receipt of your BBB complaint and sincerely apologize for the delay you experienced. We regret that your journey with GOV+ did not unfold as seamlessly as intended. This is certainly not the level of service we aim to provide our valued customers.
  
  Upon review, we confirmed that when you filed your application on July 23rd, you requested that your spouses information be added. However, that section was left incomplete. Please note that the system only advances past an unanswered field when the Submit button is manually clicked with unknown selected meaning this could not have been automatically skipped. On that same day, our representative, ******, reached out to you via email to obtain your spouses details for completion.
  
  Additionally, your passport photo was rejected because your hair covered your eyebrows, casting a shadow across your face. Around this time, our processing agent **** also requested missing parental information to ensure your application complied with State Department standards. These requirements are federal and apply to all applicants, regardless of where they file. Our role is to flag such issues early so that you can correct them before submission preventing potential rejections at the official government level.
  
  That said, wed like to clarify that GOV+ is a legitimate private service provider, not affiliated with the ************************ or the *******************. However, we are authorized to facilitate and offer expedited passport applications via our partner courier by ensuring that all documentation, photos, and requirements meet federal standards prior to submission. This quality-control process is the very reason thousands of customers choose our platform over navigating the paperwork alone.
  
  Unfortunately, some postal employees or third parties make generalized statements about online companies without differentiating between unauthorized impersonators and verified, compliant platforms such as GOV+. While we respect the postal service and its role in the passport process, GOV+ operates transparently, lawfully, and with full compliance.
  
  Regarding your subscription, our system includes a cancellation feature directly accessible through each subscribers dashboard. Your initial cancellation request was not processed because your payment was not successfully charged. As for your application fees, the refund could not be issued under the 7-day refund eligibility policy stated in our Terms and Conditions. However, as a gesture of goodwill, a full refund was processed on August 12th in consideration of your circumstances.
  
  We hope this clarifies the situation and reassures you of our transparency and good faith in resolving your concern.

  Customer Answer

  Date: 10/23/2025

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

• Initial Complaint

  Date:10/07/2025

  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.

  In September 2025, my *********** applied for Passport via gov+. We had to pay $97 a piece for the forms. We received the paperwork in the mail and took to processing site as instructed. When we got there, we had to refill out the second page of the application. We also had to pay an additional $20 for pics because the ones we were sent were unacceptable to use. For the $97, we basically got nothing usable.

  Business Response

  Date: 10/20/2025

  Dear ********* and **** *******, 
  
  We acknowledge receipt of your BBB complaint and we understand how frustrating it can be when the process doesnt go as smoothly as expected. We appreciate the chance to clarify how GOV+ services work.
  
  When an application is filed through GOV+, all the information that appears on the forms comes directly from the details provided and confirmed by the customer. Our one-time service fee covers the preparation, organization, and delivery of a complete, government-ready application kit based on that information.
  
  For compliance and data protection reasons, GOV+ cannot voluntarily alter, add, or remove any information without a customers explicit, verbal / written request. Any revisionwhether for a name, date of birth, or other personal detailmust come directly from the applicant to ensure accuracy and maintain the integrity of government documentation.
  
  Regarding the passport photos, GOV+ provides detailed instructions before upload to help applicants capture a qualified photo that meets federal standards. These standards (including lighting, angle, and background) are set by the ************************. If a photo does not meet those federal specifications, the post office or passport acceptance facility may require a new one to be taken onsite. While understandably inconvenient, this step ensures the photo complies with official ID requirements and helps prevent future rejections.
  
  For those who prefer to have their applications reviewed by experts, there is an optional / add on service to maintain fairness to our loyal subscribers. 
  
  To summarize:
  
  1. Expert Review and Assistance is available for monthly / annual Subscribers and those who opted in for GOV+ Expedited processing and premium passport services (Passport Express and Passport Priority)
  2. The information on your forms was generated exactly as entered and confirmed by you during the application process.
  3. For security and compliance reasons, GOV+ cannot modify or fill in missing information unless formally requested by the applicant.
  4. Photo rejections are determined by the ************************* standards, not by GOV+, and our instructions are designed to help applicants avoid that outcome.
  
  We genuinely regret any inconvenience this may have caused and hope this explanation clarifies how GOV+ supports the passport preparation process. Both your applications were issued goodwill refunds despite fully rendered services. 
  
  

  Customer Answer

  Date: 10/31/2025

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

• Initial Complaint

  Date:10/03/2025

  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.

  GovPlus has made getting my refund very difficult and given me the run around in receiving ****** that I paid to them to issue checks back to me for the passport office and to the post office. This isnt even fees paid to them for their services. I have called several times times been hung up on and left on hold for longer than 30 minutes at a time. The payment department is in a meeting and I am told once again they will call me back and email me back.

  Business Response

  Date: 10/16/2025

  Dear ***** **********,
  

  We appreciate the opportunity to respond to your BBB complaint and to clarify several key misunderstandings.

  After a full review of your account, application, and communication history, we confirmed the following:
  
  Your original passport application was submitted on January 23 and underwent an initial review the same day, following your phone call regarding applicable fees. Our representative, ****** assisted you at that time and advised you to reupload your photo, as the one you submitted showed you in uniform. These are federal photo requirements, not company preferences. GOV+ cannot alter, waive, or override these federally mandated standards.
  
  On February 7, you were notified by email that your application had been approved and was proceeding to the printing and preparation stage. Your completed application kit including your DS-11 form, document copies, and two government fee checks (one payable to the ************************ and one to the ******************* for your in-person appointment) was mailed and delivered on February 18.
  
  The package remained unused until May, when you contacted us requesting that new checks be issued along with an updated DS-11 form containing revised personal information. Since the original package was successfully delivered and not lost, GOV+ was not obligated to issue replacements. The original checks expired solely because the application was not submitted within the standard validity period.
  
  You initially requested a refund, and our team asked you to provide photos of the unused checks for verification and documentation a standard and necessary step before any refund is issued. You later changed your request, asking instead for new checks. While the normal procedure would have been to send you your updated DS-11 form for printing and advise you to issue your own replacement checks, GOV+ extended a one-time courtesy and mailed a new package to the updated address you provided.
  
  It is also important to clarify that the $165 in question was not a payment to GOV+ for services, but rather the face value of the government-issued checks that expired unused.
  
  Regarding your report of calls being disconnected, our records show that several of your live chat sessions were abandoned mid-conversation. When a chat is left before an agent responds, the system automatically places the customer back at the end of the queue, which prolongs the resolution process. As for calls, any dropped line during transfer or while on hold is a technical issue, not a refusal to assist. All interactions are logged, and follow-up attempts are documented accordingly.
  
  Your refund of $165 was initially processed on September 19th; however, it did not go through due to your bank dispute and the possibility that your card was reported lost or stolen. Once a dispute is filed, the funds are placed on hold by the payment processor and are no longer under GOV+s control. The final outcome of that process is determined entirely by your bank.
  
  This was explained to you by our representative, *****, through multiple phone calls (with voicemails left) and email follow-ups on October 3rd advising you to contact your bank so the refund could be reprocessed once the hold was lifted. When those communications went unanswered, one of our specialists, ***, also reached out. You declined to communicate by phone and opted to proceed exclusively via email. The refund was reprocessed, and *** informed you of the corresponding timeframe.
  
  At this point, GOV+ has fulfilled all reasonable efforts to resolve your concern. We therefore consider this matter closed.

  Customer Answer

  Date: 10/17/2025

  I have been refunded my money. Please close this complaint.

  Thank you,

  ***** **********

   

• Initial Complaint

  Date:09/30/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding an unsatisfactory experience with GovPlus related to a TSA PreCheck application.On 9/5/2025, I attempted to apply for TSA PreCheck through the GovPlus website. I was charged $97.00, but the system would not allow me to complete the application process. I followed all the necessary steps and even engaged with a technical support representative via the online chat. Despite their assistance and multiple attempts, the system continued to fail and would not allow the application to go through.During the chat, I also attempted to add the company's optional protection plan, hoping it might help resolve the issue. Unfortunately, even that step failed to process correctly. I then asked the representative to remove the protection plan and issue a full refund since I was unable to use the service at all.The representative informed me that a full refund was not possible and instead offered a partial refund of $60. I declined this offer, as I believe it is unreasonable to be charged for a service I was not able to use through no fault of my own.I am requesting a **full refund of $97.00**, as I received no service or value in return for this charge. I believe this situation reflects poor customer service and unfair business practices, especially for a service that mimics an official government process and charges a premium for convenience.Thank you for your time and attention to this matter.

  Customer Answer

  Date: 10/07/2025

   

   Dear Better Business Bureau,
  
  I am writing to formally notify you that the issue related to the charges of $97.00 for a TSA PreCheck fee and a $119.99 premium service fee has been properly resolved by GOV+.
  
  A representative named ******* from GOV+ handled the matter professionally and efficiently. Adjustments for both amounts were issued, and I am fully satisfied with the outcome. Their resolution efforts have met my expectations, and I no longer have any concerns regarding this case.
  
  At this time, I would like to request that the case associated with this matter be officially closed.
  
  Thank you for your support and assistance throughout this process.
  
  Sincerely,

  ******** *****

• Initial Complaint

  Date:09/30/2025

  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 applied for a passport through the portal for government plus, and I am still in the process of authorization for the passport to be . Partly through this process, I paid $297 for the processing. They again asked for an additional $211 and did not explain to me what thisadditional money was for. They refuse to refund my money and I have no passport. They expressed sympathy for my being on Social Security and that being the source of monies,however theyre not understanding hardship. Hardship hardship is not being able to spend $300 on food or rent in an effort to get this passport that is not intent to go out of the countrywithin a two year period. Period. I dont plan to leave the country. I just want a passport. I just would like to exercise my option to have an identification source other than my birth certificate, Social Security card and drivers license. Its a packet of that can sustain me for several years. My mama is not my overseer or my guardian or my representative payee.I paid these monies. I do not mind paying the 297. Let me reiterate, but what I didnt get was services that I paid for and theyre no longer speaking to me through email. ******************** I fear that if I paid them 211.would look like more of a fool than I already feel. In addition, the purpose of going to the post office is for the photograph to be taken by the postal inspector or an attendee. Again, they the ones that are the registered agents and I would have to be sitting in my house here with this photograph, I took of myself a selfie, hoping and wishing and praying that my passport comes in the mail three months from now I dont know any other way to say itother than that I shouldve went to the post office to start with. I would like the opportunity to go to the post office and not have anyhiccups.

  Business Response

  Date: 10/13/2025

  Dear ****** *********,
  
  We appreciate the opportunity to respond to this customers complaint and to clarify several misunderstandings.
  
  First, the company referenced is GOV+, not Government Plus. GOV+ is a private platform, not a government agency. We assist customers in preparing, reviewing, and properly submitting government forms to help ensure accuracy and compliance with federal requirements. Only the ************************ issues passports GOV+ does not, and has never claimed to.
  
  Regarding the payment of $297, you voluntarily selected our Priority Processing and Delivery Support package, which guarantees prioritized handling and a 4-week delivery window through our authorized courier partnercontingent, of course, upon submission of all federally required documents such as proof of international travel, a confirmed travel date, and a signed letter of authorization.
  
  For reference, the standard processing service priced at $97 wasand remainsavailable to everyone. This lower-cost option is clearly displayed on our website for applicants who do not need expedited timelines or prefer not to purchase upgraded services.
  
  Our records indicate that you spent well over a minute on the payment page reviewing these options before selecting the priority tier. You also entered ***** 04/19/ 2027 as your travel destination and, when prompted for proof of travel, uploaded your birth certificate in its place. While we certainly understand that documents can be uploaded in error, this still demonstrates that you reviewed the required steps and proceeded with full awareness of the service tier you were purchasing.
  
  In short, the priority processing  fee was neither hidden nor automaticit was chosen.
  
  The payment page for all options also includes a clear disclosure directly below the price:
  
  Government fees are not included.
  
  This means the additional $211 referenced in your complaint represents the Department of States official passport issuance fee, which is paid directly to the government and not retained by GOV+. You were not charged this amount as your  bank flagged your transaction with insufficient funds.
  
  Its also important to note that using GOV+ services is entirely voluntary. Customers are always free to complete their passport application directly through the ******************* or the *********** at no additional cost beyond the standard government fees. GOV+ exists as a convenience option particularly for those who needs their passport before their travel dates, those who prefer professional assistance, step-by-step guidance, and document verification to help prevent government-level rejections and those who prefer to have a secure storage and platform for other government related services.
  
  While we sincerely empathize with your stated financial situation, the decision to purchase an upgraded, premium service was entirely optional and initiated by you. Financial hardship does not negate the fact that you were offered choices, these options are always available and its you voluntarily selected this one of the three options.
  
  To summarize:
  1. GOV+ is not a government entity and does not issue passports.
  2. You voluntarily purchased the $297 expedited service instead of the $97 standard option.
  3. The $211 mentioned refers to government fees, not GOV+ charges. And this was not charged due to issues with your bank.
  4. GOV+ services are voluntary, and traditional passport processing through government channels remains freely available to the public.
  5. The services GOV+ offers are transparent and in accordance with our clearly stated terms on the payment page.
  
  We trust this clarifies the situation and demonstrates that GOV+ acted transparently, fairly, and in good faith throughout your interaction with our platform. You were already refunded on October 3rd. We consider this matter closed.

• Initial Complaint

  Date:09/27/2025

  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 have a normal US born citizen passport renewal I started in July 2025. At each step they charge you a huge fee . Now I am stuck at a place where I am supposed to get it through in 3 days but it won't progress and they are trying to sell me getting their help for another 100 fee or subscribing when this is a one time thing. . I have already paid almost $500 to get a simple passport renewal. This seems to be a scam and it also appears to be the real govt but is not.

  Business Response

  Date: 10/10/2025

  Dear **** *********,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  You filed a Passport Renewal application with GOV+ on July 12, 2025. Your submission underwent an initial review, and on July 14, you were notified via email that the photo you submitted did not meet ************************ standards due to body positioning, cropped shoulders, and photo quality issues. Your application status was therefore moved back to photo required. These requirements are federally mandatedGOV+ neither sets nor modifies these standards. Our role is to ensure compliance to help prevent government-level rejections.
  
  We attempted to contact you on July 21 to assist you further but were unable to reach you, so a voicemail was left. Multiple email reminders and notifications were also sent to help you complete your application.
  
  At GOV+, we handle thousands of applications and support requests daily. When issues arisesuch as noncompliant photos or missing documentsthe application is temporarily paused until corrected. Once resolved, it re-enters the queue based on when the correction was submitted.
  
  For example, if you were applicant #**** in the July 12 queue and your photo was rejected, your application would be paused. If700 of them corrected issues immediately, those would be reviewed first. The remaining paused applications would rejoin the queue as corrections are received. This process ensures fairness, accuracy, and compliance with federal submission standards.
  
  Our system logs also show that you reached out multiple times via live chat on September 27 (12:06 PM, 12:10 PM, 9:14 PM, and 9:19 PM), but each session was abandoned before an agent could be connected. Please note that all support channels operate on a first-come, first-served basis; exiting or abandoning a session automatically resets your position in the queue, which can significantly delay resolution.
  
  Its also important to clarify that GOV+ has never represented itself as a government agency or as an official organization. Our website makes this clear in multiple placesincluding the homepage, footer, FAQ, and Termswith the explicit statement: Were not the government were a private company here to help. While we understand that some individuals may overlook these disclosures before submitting payment, this does not transform a clearly disclosed, legitimate service into scam..
  
  GOV+ is a private company that assists with filing multiple government applications, document preparation, and offers additional services such as identity and document protection. Currently, no government or private website offers the same range of services in one platform with 24/7 customer support. The 97$ you purchased provided access to our guided application platform, document compliance verification, and live supporthad the sessions been completed. 
  
  Regarding charges: when you filed your application in July, you were presented with an optional offer to prioritize your application review. All optional add-on services (such as expedited handling) are clearly displayed before checkout. They are not required, and customers choose whether or not to include them. They are in fact optional, visible, and entirely at the applicants discretion. The charges on your account reflect two separate, user-authorized transactions: $97 for your TSA PreCheck application processing through our platform, and $57 for the optional add-on you selected, the $130 mandatory government fee for passport and the $19 fee to issue the check.  Initial payment requires manual input and the succeeding offers require explicit consent.
  
  As outlined in our Terms and Conditions, GOV+ provides a seven-day refund eligibility window. Refunds are not issued after this period or once services have been rendered, which occurs when an application has been completed and reviewed for compliance.
  
  Many complaints similar to yours stem from a misunderstanding of our service scope. GOV+ assists in preparing and submitting applicationsit does not issue passports. A completed and delivered application package is a rendered service, even if the applicant later chooses to proceed independently.
  
  Nonetheless, as a gesture of goodwill, GOV+ processed full refunds on September 28, 2025, despite the fact that services were rendered and the refund was outside policy. Confirmation was provided via email.
  
  We consider this matter closed.