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:11/20/2025

  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.

  On 11/12/25, I hopped on the GOV+ site, thinking I'd apply for a $97 passport (advertised), and this site looked "official," and it didn't seem shambolic and scamming, and that they would help me get a passport easily. Boy, was I ever wrong. While trying to complete my application on 11/14/25, it was then that the unadvertised and confusing, actually hidden, charges began. I couldn't even tell what they were for, except for a couple. A $19.00 government fee turned into another charge for $165, for what? Now my application has been stopped for expert review, but the expert review is only available if I buy a monthly membership now. It was at this point that I tried to contact this company, and they were unable to accept any communication from me. Of course, now, I want all of my money back, but it looks like I may need help getting it back from these scammers. I'm not tech savvy but I do have the 3 receipts. Help!

  Business Response

  Date: 12/02/2025

  Dear **** ***********,
  
  We acknowledge receipt of your complaint regarding your passport application and appreciate the opportunity to clarify the situation.
  
  We identified that your concerns centered on services, the charges associated with your application, the perception that a membership was required, difficulty reaching our team, and your request for a refund. 
  
  The opening statement of your complaint is based on an incorrect assumption. GOVPLUS is not a government agency, nor do we claim to be one. We are a private service that helps customers prepare and manage *********************************** applications. **************************** is not a government website; the use of the .com domain suffix is already an indication that it is a commercial website. No government website uses a .com domain, nor do they feature multiple government applications, identity and document protection, 24/7 customer service and more in a single, unified platform. 
  
  At GOVPLUS, we recognize that navigating government applications can be time-consuming and inconvenient, which is why we offer voluntary services to assist customers. However, it is important to emphasize that utilizing our services is entirely optional and subject to your agreement with our terms and conditions.
  
  You created your personal GOVPLUS account on August  22nd 2023. Your decision to proceed with our passport application services and paying for the $97 software fee on November 12th, 2025 reflected your acknowledgment of these terms. This fee is for the use of our platform, software and services and below the amount is a disclaimer: Government fees are not included. The payment process also requires manual entry of your payment information, agreeing to the Terms and Conditions an intentional actionand finally, clicking the "submit" button all indicating clear consent. While we take all necessary steps to communicate our terms, it is ultimately the customers responsibility to review and agree to them. We regret that you did not take the opportunity to fully review this information. Any impression that you were purchasing a government-issued passport for $97 was an assumption, not a representation made by GOVPLUS. Our terms and conditions are always free to review and accessible at *************************************************.
  
  On November 14, you logged in to your account again to continue and were offered additional services. You opted in for the guaranteed government fees. To clarify, the $19 additional service fee is not a requirement. Some customers prefer to issue their own check directly to pay for the mandatory government fee, while others choose this optional service for convenience. In your case, you elected to have us handle the check issuance. All additional services are entirely optional and require explicit selection and authorization by the customer. No fees are added automatically, and no services are imposed on any user. Customers who wish to complete a standard / stand-alone application may do so without selecting or accepting any upgrades or offers. Our records clearly indicate that every service you selected was manually chosen and confirmed by you at checkout.
  
  On November 15th, our application progressed to expert review, and our team notified you via email that the initial uploaded photo did not meet the ******************** passport photo requirements. With this, we address the scammer allegation: had we been operating in bad faith, we certainly would not have taken the time to review your uploaded passport photo, notify you of the issue, and request that you reupload a compliant one. Scammers take money and disappear; they do not proactively help customers correct application details to meet federal standards.
  
  We sincerely appreciate your effort of uploading a different photo the same day, however, this too did not meet the criteria due to issues with lighting. Please note that your application remained incomplete due to persistent issues with your photos. These requirements are set by the ****************, not by us. Our role is to ensure that submissions meet those standardswe dont make the rules; we just help you follow them.
  
  It's also important to understand that our ability to process your application depends entirely on how promptly and accurately required materials are submitted. Your statement that your application was stopped for expert review unless you buy a membership is also incorrect. As mentioned, our subscription service is entirely optional and not required for expert review, processing, or completion of any application. Your application paused solely because required documents were not uploaded.
  
  You also mentioned that we were unable to accept any communication.. After reviewing all records, however, we found no records of inbound attempts from you during that period. In contrast, our specialist, ****, proactively reached outcalling you on November 21 leaving a detailed voicemail, and sending an email to you the same afternoon. Once you informed us that you preferred email communication we immediately adjusted to accommodate that preference.
  
  You notified us on the same weekend that you no longer wish to proceed with the application. The following  business day, November 24, we canceled your application and issued full refunds of $97, $165, and $19 to your MasterCard ending in 0370. Refund receipts and ARN details were included in that message. For extra measure,  this was verified by your interaction with our specialist, ****, via email. You later confirmed that you were satisfied and appreciative of the resolution.
  
  We trust this clarifies the record and consider this matter closed.
  
  

  Customer Answer

  Date: 12/02/2025

   
  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:11/19/2025

  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.

  Mislead thought they would process the application and receive passport through them. Now I understand they just help you complete the application and send that to you. I paid 3 charges $165, $97 and $19, no idea what the $19 is for. I am requesting a full refund please.

  Customer Answer

  Date: 11/21/2025

  Gov+ reached out and were very helpful. An entire refund was issued. I am very satisfied with the service. 

• Initial Complaint

  Date:11/18/2025

  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 went online to start an application for my husband to get TSA Precheck. I clicked on this Gov+ website since it was the first one to pop, even before the actual TSA Precheck government agency website and started the application. After inputting my credit card information and realizing the cost was almost double what I paid when I did my own TSA Precheck application, I tried to back out and cancel the application but there was no option for it so I finished it, but then came here to find out if this website was even legitimate and saw the hundreds of complaints. I logged back in, not even five minutes after finishing the application and initiated an online chat and requested to cancel and receive a refund, to which I was informed the application had already moved on to the verification step so there was no way they could refund me. I think that is a huge lie and just a way to trap people and keep their money. They are just a third party site and now when we go to get his actual TSA Precheck we'll have to pay the actual TSA additional monies. What a rip off this whole thing is!

  Business Response

  Date: 12/01/2025

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

  We acknowledge your complaint via the BBB and would like to clarify a few points. 

  Our website, ****************************, is distinctly different from www.tsa.gov, and its quite difficult to mistake one for the other. Our platform assists with multiple government applications, not just TSA PreCheck, and this is explicitly stated.

  Regarding the fees, please note that we clearly share all of our terms and conditions upfront before you complete your purchase. This includes a friendly reminder that government fees are not included in the $97 service fee. We make sure this information is displayed on the payment page for full transparency.

  On November 20th, although your request came after your application was submitted for review, we still processed a $97 refund for your application, which was successfully processed 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: 12/02/2025

   
  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. The company worked with me in an expeditious manner, and I am fully satisfied with the response and quick action they took to resolve my complaint.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/13/2025

  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.

  May of 2025 I began the process for renewing my passport online. Through the Gov+ website I filled out all required forms and paperwork. I paid the $97 "passport application" fee as listed on my receipt this was the cost to renew my passport. I attempted to use their online photo service and was unsuccessful after numerous attempts and declinations from the company. I finally paid for professional passport ********* September (4 months after I started this process) they finally mailed me my paperwork and return shipping label and instructions. The instructions stated to include the fee for the passport application and my passport and photo stapled to the application. I did all of that except the additional check as I already paid the fee online. I did include a receipt for that fee paid. I received the shipping label from them in September and hand delivered it to the **** as instructed. I was mailed on 9/25/25, It has been 7 weeks since I mailed it. I contacted the ********************** and they have still not received the package. I contacted Gov + today and spoke with "*********" who placed me on hold numerous times over 40 minutes. She is unable to locate my passport and said that I mailed in in a return envelope that expired in June (1 month prior to when I received it myself), She continues to look into locating my application.I am very dissatisfied with this process and am currently unable to travel because of this slow process. I am seeking a refund of my $97 paid in addition $15 for the photos I had to pay to have done of which are now lost in application. I would also like to have them return my existing passport once located. As it is, I am still without a passport and will now have to go start the whole process over. I am still waiting for a phone call back from Gov + but I fear that wont be happening.

  Business Response

  Date: 11/25/2025

  Dear ****** *********,
  
  We acknowledge receipt of your complaint regarding your passport renewal application and appreciate the opportunity to clarify the situation.
  
  Upon review, you submitted your passport renewal application on May 28, 2025, and paid the $97 GOVPLUS application fee. The passport photo you initially uploaded did not meet the required standards due to quality and lighting issues. We sent an email on June 5th requesting you to upload an acceptable passport photo. Please note that passport photo requirements are set by the ************************. Our role is to ensure compliance with these standards. We cannot approve or process an application that does not meet these requirements, whether due to non-compliant photos, incomplete information, or insufficient documentation, as this could result in rejection by a passport processing agent. Our goal is to help applicants avoid unnecessary rejections and ensure a smooth application process.
  
  Please note that all passport applicationsfirst-time, replacement, or renewalrequire a separate government fee of $130, payable by check to the ************************. While we offer the option to issue the government fee check for an additional charge, this step is entirely optional and not required for processing your application. Your application kit did not include the government fee check, but it did contain the required renewal form, photo, and prepaid shipping envelope.   
  
  However, **** has confirmed that the package was never scanned or received. We understand this caused confusion regarding the status of your application. Our team provided guidance on next steps, including checking with your local post office or applying for a lost passport if urgent processing is needed.
  
  For due diligence, our representative ********* processed a full refund of the $97 GOVPLUS fee as confirmed during your phone interaction on November 13, 2025. Please note that GOVPLUS cannot control or be held responsible for **** delivery issues/errors or third-party services, including professional photo fees. Our specialist **** also verified the refund, conducted further investigation into your applications status, and attempted multiple follow-up calls at the numbers you provided. Since we have not received a response, we wanted to ensure you were fully aware of these updates. As noted earlier, **** confirmed with **** that the package was never scanned or accepted into their system. A copy of the refund receipt was provided to you, and the refund has been issued to your original payment method.
  
  We trust this clarifies the record and confirms that all applicable refunds have been processed in full. Based on the information above, we consider this matter closed.
  
  

  Customer Answer

  Date: 11/26/2025

   
  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:11/09/2025

  Type:Billing 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.

  11/9/2025 Company posing as a government agency GOV+, clearing NOT indication they are not!Had to give my credit card number, picture, passport# and ss# to renew my passport Kept adding charges and services because there was 'no clear path' software path to 'just renew' the passport Disputing the two $97 and $57 charges, need a refund I want verification my credit card number, picture, passport# and ss# , now ripe for identity theft, is deleted form their database.

  Business Response

  Date: 11/20/2025

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

  We acknowledge receipt of your Better Business Bureau (BBB) complaint regarding your recent experience with GOV+ and your passport renewal application submitted on November 9, 2025.
  

  First, GOV+ does not represent itself as a government agency, nor do we imply or suggest any government affiliation at any point in the process. We operate in full compliance with U.S. federal law and clearly disclose our status as a private business throughout our website, communications, and Terms & Conditions, which must be manually acknowledged to proceed. While we understand that disclosures can sometimes be overlooked when customers are eager to complete an application, the information was never hidden.
  

  Regarding the nature of our service:
  

  GOV+ is a private software platform that assists customers in preparing *********************************** applications. The information you providedpassport number, Social Security number, photo, and related detailsis exactly the information required by the ************************ to process a passport renewal. We understand concerns about data security, and can confirm that all personal information is stored and encrypted in accordance with industry and regulatory standards.
  

  Regarding the charges you referenced:
  

  All additional services are entirely optional and require a separate, affirmative selection by the customer. No fees are added automatically, and no services are forced on any user. Customers wishing to proceed with a standard renewal may do so without selecting optional upgrades. Our records indicate that both the service fee and the optional GOV+ ***************** were manually entered, authorized and confirmed by you during checkout.
  

  Regarding your specific situation, our specialist, ****, spoke with you on November 11, 2025, to explain the charges associated with your passport renewal application and confirm your request for a refund and deletion of your information. For extra measure, we processed a full refund, as verified by your interaction with **** on November 11, 2025, via phone call and follow-up email. The refund covered both the $97 application fee and the $57 expedited processing fee, and the funds were successfully credited to your original payment method.
  

  Additionally, per your request, we have initiated and completed the deletion of your account and all associated personal information, including payment details, from our system. This process was completed within 24 hours of confirmation.
  

  We trust this clarifies the record and confirms that your concerns have been addressed in full.  GOV+ considers this matter closed. 
  
  

  
  

  Customer Answer

  Date: 11/20/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:11/09/2025

  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 have not been able to complete the process. The website is misleading by inserting multiple "upgrades" that are confusing and difficult to get around. The money paid is taken immediately and the policy is no refunds. I was able to complete the *** application only with assistance from costumer service that lasted almost 2 hours. Then I found out there is still the charge to file the request at a legitimate *** physical site.The company does not communicate with their companies, despite claiming they do. The website indicated my application was complete and had been submitted and it had not as I discovered when I went back to the website to check on where my documents were. By then I was not eligible for a refund.The company/website advertise their services as being fast and efficient and my experience is that it is anything but fast and efficient. The website is the worst I have ever experienced. I'm sure they make money by deceiving people.

  Business Response

  Date: 11/20/2025

  Dear **** *********, 
  
  We regret that your experience with GOV+ did not meet your expectations. However, we would like to clarify a few important points to address your concerns accurately.

  First and foremost, wed like to clarify that the upgrades you encountered during the application process are entirely optional. These features are designed for customers who wish to take advantage of the exclusive discounts we offer. Please rest assured that opting into these offers is not required, and we ensure that **** buttons are clearly visible on the same page for your convenience.

  Regarding your TSA PreCheck application, you submitted this on August 30th, and it remains in the questionnaire stage. Despite several email reminders, we have not yet received the required information, which has prevented us from booking your appointment and finalizing your application. Please note that we can only proceed with reviewing applications once all necessary details have been provided.
  
  On November 6, 2025, you reached out to us through our chat channel, and one of our customer support representatives assisted you in booking your appointment, which was set on November 7th. Unfortunately, the appointment has expired, and we will need to set another one. Please note that the ************************************** (***) requires all applicantsespecially those applying for a new PreCheck enrollmentto attend an in-person appointment. This step is essential to complete the required background check, biometric collection, and document verification.

  Wed also like to clarify that GOV+ is a private online software company and is not affiliated with any government agency. We do not claim to replace any government entity. Only the *** has the authority to issue your PreCheck once all requirements have been fulfilled. For this reason, **** added a disclaimer on the payment page,  indicating that the government fee is excluded from the $97 initial payment.

  Nevertheless, we want to assure you that we take customer concerns seriously, while also prioritizing clarity and fairness. On November 11, 2025, we reached out to offer assistance with your application.

  Should you have any additional questions or require further support, please feel free to continue the conversation through that email thread.

  We take pride in providing services that many customers find helpful and efficient. We are always happy to assist, provided we are given the opportunity and cooperation necessary to do so. We consider this matter closed.

  Customer Answer

  Date: 12/01/2025

   
  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:11/03/2025

  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 thought this was the actual site for *** application. When the site started prompting me for add ons, I realized my mistake. I immediately asked for a refund and was told it was too late.

  Business Response

  Date: 11/14/2025

  Dear **** and **** *******,
  
  We acknowledge receipt of your BBB complaint, and we appreciate the opportunity to  clarify your concerns.
  
  We understand how easy it can be to mistake our independent platform for a government site, especially when searching online. However, GOV+ is a private service provider, clearly stated throughout our site, our domain suffix .com and checkout process. A voluntary TSA application was  submitted and processed on November 3, 2025. You then later realized you were not on the official government website. You reached out to request a cancellation shortly after completing the submission.

  While we respect that you changed your mind, our refund policy states that - albeit the application was just submitted, it was processed and underwent review the same day - which was why the request for a refund - which came after processing had already begun - has been rejected. We encourage customers to review all details carefully -  these information about our company, the services we offer, terms of use etc. are free to review -  before submitting payment to ensure theyre comfortable proceeding with our service.

  We want to clarify that our platform  assists customers with multiple *************************** filings; not just TSA PreCheck application preparation and submission. The initial information you entered helps pre-populate forms for other government services we offer. These are suggested, therefore optional,  to streamline your experiencenot required. All applicants are provided the option to skip these offers entirely and proceed with just the application they intended to file. The platform simply offers services and security for convenience, not obligations. 

  Finally, between November 5th and November 12th, our representative *** made several attempts to reach both you and your son, ****, to address your concerns. On November 13, you successfully connected with our team.
  
  We sincerely value customer satisfaction, and as a courtesy, a full refund of $97 was issued and confirmed during your phone conversation with ***. A confirmation email, including the refund receipt, was sent to ***** email address, noting that the amount would be returned to your original payment method within 35 business days.
  
  We sincerely appreciate your feedback and this has been carefully noted and shared internally to help improve our services for future applicants.
  
  We trust this clarifies the record. We consider this matter closed.
  

  
  

  Customer Answer

  Date: 11/14/2025

   
  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:11/03/2025

  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.

  In my effort to fill out an application for *** Precheck, I clicked on GOV+ assuming it was the legitimate and correct link for *** Precheck. I filled out all the fields and paid $97 online to GovPlus. I had no idea this site was a third party and not the correct site for *** Precheck. It wasn't until the in-person appointment today (Nov. 3) when I learned that the $97 that I paid was not the *** Precheck fee and I had to pay an additional $76 at the *** Precheck appointment. The GOV Plus site was misleading and had I known it was not the correct site for *** Precheck I wouldn't have paid them $97. I feel like I have been robbed. I hope something can be done to remove this site OR have some type of disclaimer up front and in big letters stating that they are not the *** Precheck official site and that they charge a $97 fee for their service and that individuals will also have to pay an additional $76 at the *** Precheck appointment.

  Customer Answer

  Date: 11/06/2025

  Hello,

   

  A GOV+ representative contacted me today, November 6, to discuss my complaint.  GOV+ agreed to refund my $97. At this time, I am happy with the resolution and would like to close my complaint.

  Many thanks to the BBB for your help.

  Best,

  Sharon 

• Initial Complaint

  Date:11/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a copy of my birth certificate on *************** and have not heard back from the company or an update on my order. I would like a refund of the money I paid as attached.

  Business Response

  Date: 11/03/2025

  Dear ***** ******** Jr,

  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the matter.
  
  According to our records, your birth certificate application was successfully received and submitted to the ************************ Office on September 8, 2025 ***** Tracking Number: **********************), shortly after your order was placed on August 29, 2025.
  
  Please note that state vital records officesnot GOV+process and issue birth certificates. The standard processing time for New Jersey birth certificates is approximately 8-10 weeks, followed by an additional 2 weeks for mailing once the document is released by the state. Based on these timelines, your order remained within the normal processing window.
  
  Furthermore, according to the return label issued for the delivery of your birth certificate, the shipment has been successfully delivered to the mailing address provided in your application.
  USPS Tracking Number: 9400136208303367073485
  
  Because your application has already been filed, accepted, processed, and mailed by the issuing agency, it is not eligible for cancellation or refund, as our service has been rendered in full.
  
  We appreciate your understanding.

  Customer Answer

  Date: 11/14/2025

   
  Complaint: 24099456
  
  I am rejecting this response because the package was never received even though it shows delivered which makes me believe it was delivered to the incorrect address. 

  Is there way you can email me a copy of the item purchased? waiting for a physical copy will take another 60 days for which I cannot wait. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/20/2025

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

  The address where your document was delivered is the one you provided on your application. Unless your address changed during the processing period, your document will be sent to the address indicated on the return envelope, as required by the ********************************

  As stated on the New Jersey Department of Health website: (*********************************************************************************************nilx7*_ga*NzgwMTU2MzMyLjE3NjM2NjQyMzM.*_ga_5PWJJG6642*czE3NjM2NjQyMzMkbzEkZzEkdDE3NjM2NjQyNDgkajQ1JGwwJGgw#5)
  
  Copies of vital records must be mailed to the address listed on your identification.
  
  If you want to have your order mailed to a different address than what is listed on your identification, your application must include a notarized letter that authorizes the order to be mailed to a different address.
  
  Please note that the ******************** does not issue digital copies. For the document to be considered valid, the official seal must be embossed, and a digital copy cannot substitute for this requirement.
  
  We have attempted to inquire on your behalf with the *******************************; however, as we are not the applicant, we were unable to receive any information. If you wish to receive the document sooner, you may need to apply or follow up in person with the ********************************

• Initial Complaint

  Date:11/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was spent almost a hundred dollars on the website GOV+ to get a ss- card and spent $14.99 on a phony process that's suppose to speed up the process, The ** lied to me in a chat about the business and process of mailing documents. I was fooled and missled, robbed for money and my information and documents. I requested a refund never got it, I requested to speak to a supervisor near got one and I was hung up on. This site should be shut down. I can't believe this is being allowed to happen to hard working citazens and nothing is done about it.

  Business Response

  Date: 11/10/2025

  Hello Royal Broux,
  
  Thank you for the opportunity to address your concerns through the BBB platform. We value transparency and appreciate the chance to clarify the points you raised.
  
  First, you voluntarily submitted a Social Security card replacement application on October 31st, which was carefully reviewed and prepared for shipment that same day. The following day, you also voluntarily enrolled in the GOV+ Premium monthly subscription. Your application kit was delivered on November 1st, precisely following the process you chose to participate in. As clearly stated in our Terms & Conditions (available at *****************************************************************), refunds are eligible only within seven (7) days if no services were rendered. Services are considered rendered once an application is completed and submitted for review.
  
  In short: our services were fully rendered at the time your request was submitted. Even so, when you contacted us on November 2nd, our representative, Liv,  processed full refunds of $67 and $14.99 as a courtesy, not an obligation. Refunds are typically credited to the original payment method within 35 business days, though this may vary depending on your banks processing time.
  
  Confirmation emails for both transactions were sent to you, including reference numbers that you can share with your bank if needed.
  
  Wed like to clarify that the "move to the front of the line" benefit applies specifically to the processing of your application within GOV+. All applications enter the jurisdiction of the respective government office, which in your case, the  ******************************* whose timelines, procedures, and standards are outside ANY private entitys control. Only the *** holds the authority to issue your replacement card. We dont create those rules we ensure the instruction sheets enclosed in all applications must be followed, which is precisely why our customers submissions are rarely rejected for noncompliance.

  GOV+ is a private online software company and is not affiliated with any government agency and WE DO NOT CLAIM to replace one. While we understand it can be frustrating that the *** must complete the final step, no legitimate company can expedite or override that process and it would be deeply concerning if any claimed they could. Lastly, regarding your personal information,  a confirmation email has been sent to you that your account and all your information was successfully deleted from our system on November 4th. Since you already have your SS5 form and the prepaid shipping envelope, you may use those to initiate your application. Please consider it a gift. We understand that misunderstandings can occur, but facts remain facts: your application and subscription were voluntary, payments were authorized by you, your application was fulfilled, and your refund and account deletion request were granted in good faith.

  At GOV+, we take accountability seriously and we extend the same expectation to our customers. We consider the matter closed.