Complaints

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

• Initial Complaint

  Date:04/29/2025

  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 Plus is a poorly run organization that makes promises that it cannot deliver. My passport was going to expire in a month and I mistakenly thought that this organization could help. I paid the fee and went back and forth several times with them continually rejecting the photo I submitted. I eventually asked for a refund due to the hassle( by this time my passport was expired). As soon as I asked for a refund, they suddenly accepted my photo! My application seemed to finally be moving along. I then received a message that my passport package was delivered to my door. That was a few weeks ago and I never received the package! I have emailed them 3 times about the package and have received no response. I am concerned that my personal information is lost somewhere in this package, cannot reach a human being in their site and dont know where to begin to start the passport renewed over again. I believe this website is a scam. It looks official, but they took my money and my information and they gave me nothing! I tried to login and they said my account is locked due to too many attempts, but I havent tried to login in in over a week!

  Business Response

  Date: 05/05/2025

  Dear ****, 
  
  We apologize for any inconvenience you experienced due to the delay in completing your passport application. The hold on your application was the result of passport photos that did not meet the strict compliance standards set by the ************************. As a third-party service provider, it is our responsibility to ensure that all submissions adhere to these federal requirements before proceeding.
  
  At GOV+, we process thousands of applications each day across a wide range of services. While we strive to give every customer the attention they deserve, we must also maintain operational fairness and efficiency. Expedited and premium services, which include additional fees for faster processing, are prioritized accordingly.
  
  Applications submitted under the standard one-time GOV+ fee of $67 are reviewed in the order they are received. Please note that although our system accepts photo uploads, each photo is subject to a thorough compliance review. If the photo does not meet the required criteria, the application is returned to the review queue for re-evaluation. Each resubmission resets this review process, which can contribute to extended processing times depending on submission volume and the number of corrections needed.
  
  We appreciate your understanding. Your application was completed on April 29th and your renewal package was shipped on May 2nd ***** Tracking number **********************) Please follow the instructions enclosed in the package. If you have other inquiries or in need additional of further assistance, please reach out to us directly through the following: 
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  Were happy to assist. 
  
  

• Initial Complaint

  Date:04/27/2025

  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.

  On 3/17/2025 i paod for a replacement sosial security card and paid.for the expedited service..i have not recieved the ss card as of yet. I want what i **** to recieve or ******** returned to my account

  Business Response

  Date: 04/30/2025

  Dear *****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and sincerely appreciate the opportunity to address your concerns by phone. Thank you for taking the time to speak with our representative, Griffinit was a pleasure assisting you.
  
  Were happy to confirm that your application was completed on April 28th and is currently being prepared for shipment. Please allow 810 business days for both processing and delivery. We have processed a full refund for the GOV+ Expedited Processing fee as a gesture of goodwill. Please allow 3-5 business days for your refunds to be posted back to your original payment method as bank processing times vary. A refund confirmation email has been sent as well. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reply directly to the ongoing email thread with *******. Were here to help.

  Customer Answer

  Date: 05/03/2025

  I did speak with a rep **** gov+ . After getting all the details, i am satisfied they attempted to correct the issues. They refunded the expedition fee and finally sent me the forms. Had i have known i was being charged to recieve free forms i could have picked up at the office i would not have used them. As far as the original complaint they have made the attempt to make ot right and thats the main thing.

• Initial Complaint

  Date:04/27/2025

  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 boyfriend and I been trying to get new passports through govplus. I made 2 payments of $67 (Sept. 13 & 16, 2024) and 2 payments of $165 (Dec. 23, 2024). Weve done the whole process online, gave our info, and uploaded our pics which passed. We both got emails that said our customized passport packages were on their way and another saying it was delivered. Nothing was sent or delivered. I tried to contact customer service and dealt with an automated service through texting saying they have my info and they will finish my application process but nothing. Ive come to realize Ive been scammed and want my money back.

  Business Response

  Date: 05/02/2025

  Dear ****** ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  As part of ongoing system upgrades in preparation for new products and services, a very limited number of applications were affected. Advance notifications were sent that packages are being sent out and delivered, and we regret any disruption this may have caused.
  
  Your application package remained on hold due to ongoing issues with the passport photos you uploaded. The ******************* sets strict photo requirementswe dont create these rules; we simply ensure compliance. Our role is to help applicants meet these standards. While advance notifications were sent, we regret any disruption this may have caused.
  
  Your and your boyfriends applications were canceled and were issued full refunds on April 29 and April 30. Refund confirmation emails were sent as well. Please allow 3-5 business days for the refunds to be posted back to the original mode of payment as bank processing times vary. We consider this matter closed. 
  
  

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  Ericah P***

• Initial Complaint

  Date:04/25/2025

  Type:Order 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.

  date 3/16/2025 Applied for expedited passport service. After a very long review finally they had the information for the application. after a very long wait about 10 days I finally receive my packet. then i send that in and about 2 weeks later its kicked back from the **** of state. so I make the correction send it back. 2 weeks later,kicked back again. they was the full DS82 form re filled out and sent in again. I think all that was due to GOV+ not doing the application correctly. now i have resent it to **** of State again pain the expedite fee and expedite mailing again . now I am still waiting . Cutting it very close for my upcoming trip even with paying the extra expedite fees. My wife applied for her passport renewal 2 day after I started with GOV+ and already received her new passport back about 10 days ago while I am still here waiting. I think that GOV+ is an all out scam. Needs to be shut down. I am not a complainer at all but this type of business needs to be shut down.

  Business Response

  Date: 04/30/2025

  Dear ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. We process and review thousands of applications daily across multiple services and support channels. We are committed to giving each application the attention it deserves. 
  
  Regarding your concerns about being scammed, we want to assure you that GOV+ is a private company, authorized by the ******************* through our subsidiary ********************* and an ***-certified e-filer. This means we meet strict security and integrity standards set by both the *** and the *******************. We operate fully within applicable regulations and fully registered under state and local laws. 
  
  We ensure that all customer-provided information and documents are reviewed for completeness and compliance prior to packaging and shipment. However, the final determination is made by the Department of State, and in some cases, they may return or reject applications due to issues that may not have been visible or apparent at the time of submissionsuch as mismatched signatures, expired documents, or inconsistencies in personal data.
  
  While we understand it may have seemed that the initial rejection was due to an error on our part, we are unable to assume responsibility for decisions made solely by the Department of State without access to their official correspondence outlining the reason for the rejection. Had you reached out to us and provided a copy of the rejection notice, we would have gladly reviewed it, assisted in making any necessary corrections, and taken appropriate responsibility if the issue stemmed from our preparation.
  
  As per the Department of State, your renewal has been approved and you should receive your passport on or around May 2nd (Application Locator Number:458936679). We have issued a refund of $57 for the GOV+ Expedited processing and your discounted TSA PreCheck ($77). Please allow 3-5 business days for your refunds to be posted back to your original payment method as bank processing times vary. Refund confirmation emails have been sent as well. 
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  On January 23 I made a payment of $165 to Gov+ so they could assist me in filling for a passport. Once I completed filling out the information it stated I need to wait approximately 3 business days to have an agent review my application. This was 4 months ago and I havent heard back from them. There is no phone number to call just messages on the website. The agents are of zero help and say I must continue waiting. They have offices listed at **************************************************, ************************************************************************************************************************************************************************************************************************************************************************************************************ as well as our to *****

  Customer Answer

  Date: 04/29/2025

  After making my initial complaint I received a email from ********************************

  Business Response

  Date: 04/30/2025

  Dear ******* *******
  
  We acknowledge you reaching out via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  Please note that your application could not be completed due to ongoing issues with the passport photos you submitted. The photo requirements are established by the ************************, and as a service provider, it is our responsibility to ensure strict compliance with these federal standards.
  
  We are unclear on how the location of our offices is relevant to the matter at hand, which concerns the inability to upload a compliant passport photo. Regardless of our office locations, the successful completion of your application is dependent on meeting the required specifications.
  
  Your application was canceled and fully refunded on April 24th. Confirmation of this refund was sent to your email on file. We consider this matter closed.
  
  
  

  Customer Answer

  Date: 04/30/2025

   
  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.
  
              Please stop the scamming,
  
  ******* *******

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for *** for flying purposes. They requested and took $97 from my bank on 4/16/25 and then again $57 on 4/17. Nothing was given as far as *** info. I finally got someone on the phone who did not know anything and took an hour and 40 minutes gathering and regathering my personal information. At the end he told me to go to a ********** in nearby town and pay them $76 before I can get the pre boarding documents i need. They falsely represented that they are doing that service and now I have to go to pay the fee all over again because GOVPLUS is a scam company and must be stopped.

  Business Response

  Date: 04/30/2025

  Dear ******** ******, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  We understand that assumptions can sometimes lead to misunderstandings, so please allow us to clarify: Wed like to confirm that GOV+ is a legitimate and registered private company that offers optional services to assist customers in preparing and organizing their government applications. Not just *** PreCheck. Our platform is designed for convenience, not as a replacement for official government sites. This is clearly stated on our homepage : Not the government, just a helpful private company.
  
  If you assumed otherwise, that was unfortunately a misunderstanding on your part, not a misrepresentation on ours. Similarly, assuming you were scammed without reviewing the details of the service you voluntarily paid for is, once again, a matter of assumption rather than fact.
  
  The charges you referenced were for two separate services: the $97 for your TSA PreCheck application processing through our platform. Before this service charge is processed on our platform, customers are required to:
  
  1. Manually enter their payment information,
  2. Click Agree to the Terms and Conditions, and
  3. Click Submit to authorize payment.
  
  Additionally, directly below the total amount displayed, there is a prominently placed disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This disclosure is not buried in fine printit is purposefully positioned to ensure full transparency and customer awareness before proceeding.
  
  As for the $57 referenced, please note this is completely optional. This includes a clearly marked Skip ******* If a charge was processed, it occurred because you actively authorized it by not opting out. 
  
  GOV+ is a paid service. Yes, we are a third-party company. And yes, our fees are completely optional. All applicants are free to handle their government applications independentlymany government forms are available for free and can be completed directly through official agencies without the assistance of GOV+ or any third-party service.
  
  As for the final step requiring you to appear in person at an enrollment center and pay the official $76.75 TSA fee directly to themthis is not a surprise requirement, nor is it exclusive to GOV+. This is a standard *** policy. We assist with application preparation and submission guidance, but biometric collection and final identity verification can only be completed in person, directly through TSA.
  
  At GOV+, we strive to provide value and support to customers who understand and appreciate the services we offer. Your application has been cancelled and the charges totaling to $154 were refunded on April 23rd. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/15/2025

  They spent about an hour gathering very extensive  and detailed personal information about me. I thought this works be used for TSA pre- check.  Now I feel vulnerable and have been getting more spam calls, texts and emails. They returned my money but I can never get my private information back.  

  Business Response

  Date: 05/16/2025

  First and foremost, you reached out to us on April 23rd, specifically because you needed assistance completing your *** applicationassistance you accepted. You were under no obligation to proceed with our service. Had you preferred to complete the process independently, you were welcome to request for a cancellation instead. However, you chose guided support, which is exactly what was provided during your session that lasted over an hour to ensure the application was properly completed.
  
  Please note that no application can be submitted without answering the required eligibility questions. This is a standard part of the *** PreCheck process and not something we control or can bypass. Once your application was completed, the appointment was booked - you reached out to us again, five hours later,  demanding a refund, which was processed in full despite our service being completely rendered.
  
  GOV+ does not sell, trade, or misuse your informationever. The details you provided were used strictly for processing your application and improving your experience within our secure platform.
  
  If you're experiencing an unusual influx of phone calls or believe your personal information has been compromised, we strongly encourage you to file a formal report with local authorities and have your devices checked by a qualified IT professional. Thats the most responsible next step.
  
  While we take data privacy extremely seriously, we cannot reasonably be held accountable for what happens across the broader internetespecially on websites or platforms outside of GOV+ that you may have interacted with.
  
  Lastly, just to clarify: your refund was already processed and completed on April 23rd, which was initially your desired settlement. We have also proactively deleted your account. 
  
  We appreciate your understanding and consider this matter closed.
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23242880
  
  I am rejecting this response because:

  They spent well over an hour on the phone asking me and talking down very very personal information. Details even credit card companies and home loans do not ask for.  How do I get that back? Of late,  I have been receiving massive amounts of spam emails and solicitor phone calls. This company needs a full investigation and shut down in order to prevent other vulnerable victims from having their funds and personal information stolen.

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

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Formal Complaint about Gov+ Services I am writing to express my frustration with the Gov+ system, which I find utterly unusable. The system charged my credit card without authorization, which is completely unacceptable. Furthermore, the technological capabilities are poor for example, when I uploaded my professional photo, the automatic editing process cropped off my ear, and when I contacted the organization, they told me they couldnt fix it! This is an absurd issue, as my passport would not be accepted with an image missing an ****** addition, their processing time is significantly longer than the standard passport renewal process, taking 12 weeks, while it typically takes only 4-6 weeks through regular channels. To make matters worse, it took over 1.5 hours for them to issue a refund. During that time, they kept telling me to "stay on the line" and, eventually, they told me that until I received a refund, they would not delete my personal information. This is completely unacceptable and feels like a violation of my privacy.This company has proven to be a nightmare to deal with, and I believe it should be shut down due to its numerous issues.

  Business Response

  Date: 04/29/2025

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

  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  

  Before any charges are processed on our platform, customers are required to:
  

  - Manually enter their payment information,

  - Click Agree to the Terms and Conditions, and

  - Click Submit to authorize payment.
  
  Additionally, directly below the total amount displayed, there is a prominently placed disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This disclosure is not buried in fine printit is purposefully positioned to ensure full transparency and customer awareness before proceeding. After paying the mandatory government fee would have been the start of the application review. But since you were already on the line, our representative was already reviewing it for you. 
  
  As for the other charges referenced, please note they are completely optional. Each includes a clearly marked Skip ******* If a charge was processed, it occurred because you actively authorized it by not opting out. We also emphasize that all applicants are free to apply directly through the appropriate government agencies without using our platform or incurring any service fees.
  

  Regarding your comment about the 46 week government processing timeframe, please understand that this estimate does not include the two-week mailing time to the passport processing facility and an additional two weeks for return deliveryexcluding any unforeseen delays.
  

  We must also clarify that our representative ****** made multiple attempts to assist you. Each attempt, unfortunately, was declined, as it became apparent that only one outcomeyour preferred onewas acceptable. While we aim to accommodate our customers, we operate within a structured system that cannot simply be overridden upon request. Alternative solutions were available and could have been providedhad there been any willingness to engage constructively.
  
  You are, of course, entitled to your own perspective. And we understand that our services may not be the right fit for everyone, and thats completely acceptable. By choosing GOV+, you selected a guided experience that includes compliance checks, application package preparation, and delivery of your renewal kit to your designated address. For those who prefer to self-navigate the process, the Department of State provides a direct, no-cost *******

  Your information has been removed from our system as requested. Our focus remains on supporting customers who value the guidance and structure we provide. At GOV+, we process and review thousands of applications daily across multiple services and support channels, and we are committed to giving each inquiry the attention it deserves.

  Were sorry our refund process could not meet your expectation of immediate, on-demand resolution. Nonetheless, we appreciate your feedback.

• Initial Complaint

  Date:04/23/2025

  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.

  passport application and not seeing results as well as tax services and getting multiple rejections not recommending this service as it feels like though they just keep chrging me fees for not getting any product resolution

  Business Response

  Date: 04/29/2025

  Dear ******** *******,
  
  We acknowledge your complaint submitted through the Better Business Bureau and appreciate the opportunity to respond.
  
  We sincerely regret any inconvenience you experienced with your passport application. As part of our ongoing system upgrades to support new services, a very limited number of passport applications were temporarily affected. Advance notifications were sent out accordingly, and we regret if this caused any disruption.
  
  That said, your passport renewal application was successfully completed on April 14th, and your kit was delivered to your mailing address on April 23rd. The delay in processing was due to an issue with the passport photo you originally providedan issue we flagged and communicated to you, in accordance with the strict standards set by the ************************. As a service provider, we are required to ensure full compliance.
  
  Regarding your tax application: it was processed. If it was later rejected, this could be due to a number of factors unrelated to our platform. When you contacted us about this matter, our representative **** provided instructions to connect with our tax specialistsprofessionals specifically trained in that area. We would kindly remind you that our customer service agents specialize in different government application types, so a passport agent is not expected to troubleshoot tax issues. This is done to ensure customers are not misinformed by someone unqualified to address the issue, not to pass you off unnecessarily.
  
  Unfortunately, you declined to speak with the appropriate department and instead stated your intention to file an identity theft report. While we certainly respect a customer's right to take any action they feel is necessary, we assure you that no personal information has been misused. You were simply being directed to the correct team for assistance, which seems a reasonable step given the nature of your inquiry.
  
  Your tax application has been cancelled and has been issued a full refund despite processing and your subscription have been cancelled as well. As for your passport renewal, if you wish to proceed, please follow the enclosed instructions carefully to avoid any issues that could lead to rejection. If you prefer to request a refund instead, please email us at ******************************** with photos of the issued checkone intact and one torn in halffor documentation and transparency. Please use the subject line: BBB#******** - Government fee refund request.  Once received, we will process your refund accordingly.
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  They had an ad that said they could get me a passport in two weeks and lower than the government. I was there for over four hours and nothing worked there. I finally just left. I have since been back over and over and I have explained that I just want out and please refund my money. They all say yes, they will do that and nothing ever happens.

  Business Response

  Date: 04/29/2025

  Dear ******** *******
  
  We acknowledge your complaint submitted through the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  You submitted a New Passport application on April 18th, noting that you were prompted by an ad suggesting you could get a passport in two weeks and at a lower cost than the government. While we understand how advertising can sometimes be interpreted creatively, we'd like to clarify that GOV+ is a private third-party service providernot a government agencyand we do not advertise lower prices than the ************************. Instead, we provide a streamlined, guided experience that includes document preparation, real-time tracking, and application assistancefeatures not offered when applying directly through government channels.
  
  While we do facilitate expedited passport services through our subsidiary, *********************, what you selected was standard passport processing, not an expedited option. Our Passport Express and Passport Priority serviceswhich do offer shorter timelinesare priced differently and require additional documentation.
  
  We understand that processing timelines and expectations are important, and we encourage all customers to review service levels and reach out to us directly for inquiries or assistance regarding applications to ensure they align with travel needs.
  
  That said, based on the nature of your complaint and to avoid further confusion, your applications for Passport and TSA have been cancelled and were issued full refunds when you reached out on April 23th. This includes the GOV+ service fee of $67, GOV+ Expedited Processing Fee of $67 and the discounted TSA PreCheck fee of $77. Refund confirmation emails have also been sent. Please allow 35 business days for the funds to be posted back to your original payment method, as bank processing times vary.
  
  If in the future you do wish to proceed with an expedited passport through GOV+, were happy to assistjust be sure to carefully select the correct service level. We consider this matter closed.
  
  

• Initial Complaint

  Date:04/22/2025

  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.

  I found this company that does everything online after going to the online site I filled out all the information and payed for the service they got back to me in about two weeks they said that my photo was not good enough so I sent them another one this want on four time I last sent them a email on April 4th and have not heard from them since I tried two time today April 22nd to talk to someone live after two twenty minutes each call I was unable to talk to anyone can you please help me?

  Business Response

  Date: 04/29/2025

  Dear ******* *****,
  
  We acknowledge your complaint submitted through the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  Please note that your application could not be completed due to unresolved issues with the passport photos you submitted. The ******************* enforces strict photo requirementsthese are federal standards, not oursand our responsibility is to ensure full compliance to prevent rejections or delays. These requirements were clearly communicated to you via email, and as of today, we have not received a photo that meets those standards and we have also proposed an alternative.
  
  We attempted to contact you earlier today, April 29th, via phone. Its possible the timing wasnt ideal, so we left a voicemail and followed up with an email for your convenience. Kindly reply with your preferred callback time and the best number to reach you. Well be happy to assist and help move your application forward.
  

  Customer Answer

  Date: 04/29/2025

  I have talked with their representative and they are sending me the required package that I need to send to the US government they said it would take 8 to 10 days for me to get that package so I am going to wait until I receive that package before I sign off on my complaint if that is okay with you?

  Business Response

  Date: 05/02/2025

  Dear *******, 
  
  Thank you for the update, and we're glad to hear you had the chance to speak with our representative, *******.
  
  That sounds absolutely reasonable. Please feel free to wait until you've received the application package before taking any further steps. We want to make sure youre fully satisfied with the resolution and have everything you need to move forward.
  
  If you have any questions in the meantime or require assistance, please do not hesitate to reply to the latest email from *******. Were happy to help.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23236850
  
  I am rejecting this response because: this company is dragging there feet they said thy would sent me a email when the package was shipped its been five days no email my patience are wearing out someone

  please wake them up.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 05/23/2025

  I am sorry I missed your call have been busy lately I have been in contact with Govplus and everything has been taken care of they have sent me

  the necessary for me to send off to the ************* goverment to obtain my new passport I appreciate your help on this matter I am satisfied I got 

  what I needed so I am with drawing my complaint about Govplus and would like to close this matter.