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:06/20/2025

  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.

  Renew passportmay 1 2025 never bring the services

  Business Response

  Date: 06/27/2025

  Dear ******** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the sequence of events surrounding your passport renewal application.
  
  You submitted your passport renewal with priority processing on May 5th. The application was reviewed, and on May 6th, you were sent a photo rejection notice due to uneven lighting, which created a visible shadow on one side of your face. As you are aware, this has been an ongoing issue across several submissions.
  
  To be clear, passport photo standards are not arbitrary guidelines set by GOV+. They are federally mandated requirements established by the ************************. As an authorized passport expediting service provider through our subsidiary, *********************, our responsibility is to ensure strict compliance with these standardsnot to compromise them to meet convenience.
  
  After multiple failed submissions, you elected to proceed using a photo taken at *********. At that point, you were provided with an application kit that included step-by-step instructions, which included:
  
  1. Sign the DS-82 form.
  2. Staple the approved passport photo to the form.
  3. Sign the letter of authorization.
  4. Enclose your current passport.
  5. Mail all items using the prepaid envelope provided to our courier for hand-delivery to the passport agency.
  
  However, on June 12th, the courier received your package and, instead of finding complete documents, discovered a ********* thumb drive. Due to security and compliance protocols, we do not open or access electronic storage devicesand thus could not verify or use the contents. In your email, it was determined that the drive contained a digital passport photo and a scanned copy of your current passport.
  
  We understand your concern about mailing your actual passport, given your travel date of July 17th, but submitting a scanned copy is notand has never beenan acceptable substitute. The ************************ requires the physical passport book for renewal by mail. Unfortunately, we cannot override this requirement, nor can we produce a printed version of your scanned passport on your behalf.
  
  Our team attempted to contact you by phone on both June 12th and June 13th to address this, and when we were unable to connect, our representative, *****, left you a detailed voicemail outlining the issue and required next steps. Please understand that our processing speed is directly dependent on how quickly you comply with the required steps. We can only move forward once all necessary information and documents are provided. Delays often occur when instructions are not followed or when required materials are incomplete.
  
  Given the nature of your complaint, we can conclude that your passport cannot be processed and we have checked with our bank if the check we have issued has been used - a full refund of the government fees has been issued today, June 27th. Please allow 3-5 business days for the refund to be posted back to the original mode of payment as financial institutions processing times vary. A refund confirmation email has been sent as well. 

• Initial Complaint

  Date:06/20/2025

  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.

  I applied for a passport online and paid &*****. I have not received anything back from them. The application and payment was sent on April 4, 2025.

  Business Response

  Date: 06/25/2025

  Dear ****** ********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details surrounding your application
  
  Please be advised that your application contained only the most basic information and required a lot more vital information to proceed. Multiple notifications were sent requesting that you return activate your account and to your dashboard to complete the missing detailsunfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status. 
  
  Given the nature of your complaint, it appears there was a fundamental misunderstanding regarding how our services operate. That said, although our Terms and Conditions include a 7-day refund policy, we have gone ahead and issued a full refund of $97 as a courtesy on June 20th and our representative, ******* assisted you with this. 
  

  As mentioned during the phone call, please allow 35 business days for the refund to appear on your original payment method, as processing times may vary depending on your financial institution. A refund confirmation email has also been sent for your records. We consider this matter closed.
  

  
  

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/18/2025

  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.

  On Monday 6/16/25 I saw an add for GOV+ online stating that can make getting tsa precheck for my wife easier, I paid $97 when I went through what I thought was a process getting the appointment booked, the meeting place was a staples in my city, that made no sense thats when I realized it was a scam, I reach out to try to get my money back I was greeted with their automated response about not issuing refund after application was filed and now Im out $97 for this scam!!

  Business Response

  Date: 06/24/2025

  Dear **** ****
  
  Thank you for reaching out via the Better Business Bureau. We regret hearing that you perceived our service as a scam, and we appreciate the opportunity to clarify a few important points.
  
  First, GOV+ is a fully registered, legitimate third-party service provider that assists customers with preparing and organizing *********************************** applications. Our role is clearly disclosed throughout our website, including on the homepage and in our Terms and Conditions. While we understand that some customers may experience buyers remorse after proceeding with a paid service, accusing a business of fraud simply because the experience didnt match your personal expectationsor because you overlooked the information clearly providedis both inaccurate and unfair.
  
  Its important to note that the services you purchased were completed in full and in accordance with the Terms you agreed to at the time of payment. Nevertheless, and despite your order falling outside our standard refund policy, we issued a full refund on June 19th as a gesture of goodwill. Confirmation of this refund was sent to your email.
  
  We support thousands of customers daily and do our best to assist those who understand the value of our platform. Of course, we recognize that our service may not be the right fit for everyoneand thats perfectly okay. However, public complaints grounded in misunderstandings do little to advance the conversation or find real solutionsespecially when the opportunity to resolve the issue directly was always available.
  
  We hope this clears up any confusion. Your refund has been processed. We consider this matter closed.
  
  

• Initial Complaint

  Date:06/18/2025

  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 March 25, 2025 I started 2 applications for passport renewal for me and my husband. I paid $190 for each application (expedited). My application was rejected due to photo issues and I was refunded one of the $190 charges. My husbands application was accepted. On May 31 I received an email saying that the application packet was delivered to my home mailbox. There was NO packet. I replied to the email that there was no packet in my mailbox. AI response told me to double check my mailbox. There has been no application packet mailed to me. I have called and been on hold several times. I have since applied for MY passport and received it in less than 2 weeks. We are still waiting for the application packet for my husband. Last night I applied to travel.gov to apply for his passport. I paid $130 to them to renew it.I would like to receive my $190 refunded from GOV+!!

  Business Response

  Date: 06/24/2025

  Dear ******* *******
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the inconvenience you experienced with your passport application. We had conducted system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance, and we regret any disruption this may have caused. This has since been addressed and our systems have been back to normal functions. 
  
  Your application package remained with us and was not completed due to an issue with the passport photo provided. 
  
  When you reached out and spoke to our representative ****** on June 19th, your government fee was refunded as requested and you stated that it was acceptable. Confirmation emails for all refunded amounts have been sent to your inbox for your records. The refunded amounts should reflect on your original payment method within 35 business days, depending on your financial institution.
  
  We trust this resolves the matter and consider it closed.
  
  

  Customer Answer

  Date: 06/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I have been refunded the fees I paid to them for my application. Thank you.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/17/2025

  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.

  Sought reimbursement from company after failed to render services three times now cannot access dashboard and I wont be receiving a refund or confirmation of one

  Business Response

  Date: 06/24/2025

  Dear ****** *******,
  
  We regret that your experience with GOV+ did not meet your expectations. We understand your concerns and apologize for any inconvenience caused by the wait time. However, wed like to clarify a few important points to ensure theres no misunderstanding. Your application had several issues including the initial photo uploaded and the birth certificate. 
  
  While we regret that you chose to cancel your application, submit a public complaint, and request a refund beyond the terms of our standard refund policy, we want to emphasize that your satisfaction remains important to us.
  
  As a courtesy and in good faith, we have canceled your application and processed full refunds for the following:
  
  $67 GOV+ software fee
  $165 mandatory government fee
  
  Confirmation emails for all refunded amounts have been sent to your inbox for your records. The refunded amounts should reflect on your original payment method within 35 business days, depending on your financial institution.
  
  We trust this resolves the matter and consider it closed.
  
  

• Initial Complaint

  Date:06/17/2025

  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.

  On May 17 I reached out to Govplus to cancel my application for a passport as they had charged me a fee of $19 and another of $130 when originally it was only supposed to cost $98. When I spoke to a they told me all I had to do was click on the cancellation button on my main screen to cancel the transaction. There was no cancellation button. Because I was within the seven day window to cancel I requested a full refund. I went back-and-forth with them on the refund because they said I was not able to get the refund since they had already started my application. They said that the passport picture that was uploaded and said I had to go get a picture from a passport company. The following day I found that they had charged me $345 in fees.However, after much back-and-forth on June 12th they said they issued a full refund of $246.00 and told me to allow 3 to 5 business days for the refund to be posted back to the original payment method. I received my **************** Credit card bill 14 June and found three separate charges from Govplus dated May 12, One was for $297 a second one was $119.88 and the third was $77 , For a total of $493.88!Note I have copies of my complaints beginning on May 17th stating that they are responding to my complaint through the Better Business Bureau. However, when I contacted the Better Business Bureau to file my complaint the BBB stated that they had not received any complaints or reviews from me. On each of my responses from the bureau is a customer answer, stating I had settled the refund and thanked BBB for your assistance. This is all very strange. I am having some problems with the documents as they all run together with two or three responses on each page. Please contact me if you have additional questions. Thank you.

  Business Response

  Date: 06/25/2025

  Dear  ******* *******,
  
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details surrounding your application and associated charges.
  
  You initiated your passport application on May 12th and opted in for the Priority Processing, a different service tier from our standard fee of $97. Before any charge is applied, customers must:
  
  1. Manually enter their payment information
  2. Click I Agree to the Terms and Conditions
  3. Click Submit to complete the transaction
  
  You also opted in for the discounted TSA PreCheck application for $77 and also accepted the offer for the GOV+ Premium subscription for $119.88. For other offers, a Skip ****** is available and these additional services are not mandatory. These charges were not automatically applied. Each required your explicit authorization.
  
  For transparency, 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. Given the nature of your complaint, it has been made clear that there is a big misunderstanding with our service fees and offers. We have multiple attempts to reach out to you however the timing could have been inconvenient, so we left you voice mails. All charges have been refunded in full during your email interaction with our representative ******* yesterday, June 24th. And as mentioned in the refund confirmation email, please allow 3-5 business days for the funds to be posted back to your accounts as bank processing times vary. The receipts were sent as attachments as well for your review. We consider this matter closed.
  

• Initial Complaint

  Date:06/17/2025

  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.

  In February 2025 I submitted a passport renewal application to **************************. There was a $65 application fee and then an additional $130 processing fee. In February, it indicated online that the application was approved, in process and would be submitted and mailed to me within four weeks. In May, I started inquiring about the status of my passport. I then received emails saying that my photo needed to be retaken. That was interesting because they accepted the photo the first time. I did submit a new photo and I have heard nothing since. Emails to the ******************************** have not been returned. At this point I would just like a full refund so I can go to renew my passport in person. I have some mobility issues. Having this done online was a convenience and relief for me. Instead it has turned into a huge stressor and frustration. Please help.

  Business Response

  Date: 06/24/2025

  Dear ******* *****,
  
  Thank you for reaching out. We regret that your experience with GOV+ did not meet your expectations, and we sincerely apologize for any inconvenience caused by the delays you encountered. Wed like to take this opportunity to clarify a few key points regarding your application process.
  
  You initiated a New Passport application through GOV+ on February 10th, and paid the one-time service fee of $67. As with all applications submitted via our platform, there are several additional steps that must be completed by the applicant before we can proceed with reviewing the submission. One of those critical steps is settling the mandatory government fee, which you completed on February 17th.
  
  Your application entered our review queue on February 18th. During that review, it was determined that the photo you uploaded did not meet the strict criteria set by the ************************. While uploading a photo may seem simple, acceptance is not guaranteed. Our expert review is in place specifically to catch such issues before they result in a government-level rejection. A second photo submission was also deemed non-compliant.
  
  Additionally, our team noted that your current passport is still eligible for renewal, which requires a different application approach. In light of these findings and in the interest of transparency and fairness, your application was canceled and a full refund was issued. Our representative, *******, personally contacted you by phone to inform you of this, and a refund confirmation was sent as well.
  
  Should you decide to reapply, please dont hesitate to contact us directly. You are welcome to request assistance from either ******* or *****, who will be more than happy to support you through the renewal process.
  
  Thank you for your time and understanding.
  
  

• Initial Complaint

  Date:06/16/2025

  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.

  Tried to renew my passport on line with govplus. They charged me the 130.00$. Then 97$. Then 57$. All these changes occurred before I even submitted my photo. They rejected 3 of my photo attempts. They only notified me about the the first photo not accepted. I had to email over and over again to find if second submitted photo was accepted. They said I was not looking directly at camera, which I was. Third photo was not accepted stating the lighting on my face was not right. They then advised me to have a passport photo done at post office and renew my passport by mail. This company is a total scam. I have disputed all charges with my credit card company. You can see the pattern of complaints. The photo you submitted is not acceptable. Again this site is a scam.

  Business Response

  Date: 06/23/2025

  Dear ****** ********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details surrounding your application and associated charges.
  
  Please note that the initial $67 fee you authorized on March 21st was for the use of the GOV+ platform, which provides guided support and preparation for passport renewals. GOV+ is a legitimate private service provider, clearly stated on our website, and not affiliated with any government agency. In addition to your passport application, you also opted into TSA PreCheck support for an additional $77an optional service that was manually selected and confirmed by you during the application process. The mandatory government fee of $130 was paid on March 25th.
  
  Upon review, our team identified that the passport photo you submitted does not meet the **** ******************** official standards. Specifically, the camouflage shirt worn in the image is considered non-compliant, as attire resembling military or uniformed clothing is not permitted for official passport photos.
  
  While we appreciate your subsequent submissions, they unfortunately did not meet the required criteria either.
  
  Please understand that we cannot, in good faith, proceed with an application that risks government rejectionthis is precisely the kind of complication our platform is designed to help customers avoid. Our goal is to streamline your process and set your application up for success, not setbacks. 
  
  While we regret that you chose to cancel your application, submit a public complaint, and request a full refund beyond the terms of our standard refund policy, we want to emphasize that your satisfaction remains important to us.
  
  As a courtesy and in good faith, we have canceled your application and processed full refunds for the following:
  
  $67 GOV+ software fee
  $77 TSA PreCheck (Discounted)
  $130 mandatory government fee
  
  Confirmation emails for all refunded amounts have been sent to your inbox for your records. The refunded amounts should reflect on your original payment method within 35 business days, depending on your financial institution.
  
  We trust this resolves the matter and consider it closed.
  
  
  

• Initial Complaint

  Date:06/16/2025

  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.

  Tried to order a passport through ************************ and had nothing but issues with the processing. They never approve the photo and I asked them to send me the paperwork so I can complete it through the post office and I cant get them to send me the paperwork and the money I paid to process the passport. I started the process almost 2 months ago.

  Business Response

  Date: 06/25/2025

  Dear ***** ******,
  
  Thank you for taking the time to communicate with us. We truly regret that your experience with GOV+ did not meet your expectations, and we fully understand how delays or application issues can be frustrating.
  
  To clarify, the passport photos you uploaded were rejected as they did not meet the ************************* official standards. As a support platform, we are committed to helping ensure that your application is fully compliant to avoid delays or rejections at the federal level. We cannot, in good faith, move forward with any submission that does not meet the required guidelines.
  
  Additionally, we understand your concern regarding the delay in shipping. Please know that your application kit was shipped out on time. However, once a package is picked up by ****, we no longer have control or visibility into how or when it is scanned or delivered. That said, we appreciate your cooperation in coordinating with us during this time. According to **** tracking number **********************, your package is currently in transit and expected to be delivered by Monday, June 30th. Once you receive the package, please follow the instruction sheet and disregard the photo that would come with the package as you agreed to have a different photo taken at the post office. 
  
  We thank you again for your continued patience and understanding. If theres anything else we can assist you with, please dont hesitate to reach out. Please use the email thread or the phone number provided by our representative, *****, so we can promptly assist you. 

  Customer Answer

  Date: 06/26/2025

   
  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:06/13/2025

  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.

  In my 32 years of existence I have NEVER written a review. Unfortunately, because of my recent experience with Gov Plus I have no choice. They are TERRIBLE! Lack of communication, costumer service is a robot that talks to you in circles and its impossible to receive a refund for services you do not receive! DO YOURSELF A HUGE FAVOR. Take 5minutes to watch a ******* video on how to fill out a passport application/renewal and go to the post office yourself go to ********* to get your photo taken. SAVE YOURSELF THE HEADACHE. The process will be much quicker if you do it yourself. All they do is fill out the paperwork for you, you still have to set up an appointment and go to the post office. This service is pointless and BEWARE of unnecessary upcharges. WORST COMPANY ******* the end I went to the post office myself and ********* and filled and filled out everything myself. A weeks later I finally get a govplus package in the mail with 2 check I cannot cash.

  Business Response

  Date: 06/18/2025

  Dear Latharian *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond to your concerns.
  
  While you are certainly entitled to your opinion, we would like to clarify a few key points. You initiated your New Passport application on April 29th and selected the GOV+ ****************** The review and fulfillment process only begins once specific steps are completed by the applicantnamely, uploading a qualified passport photo, submitting clear images of evidentiary documents, and opting in or out of government fee payment options.
  
  On May 11th, you opted in for the government fee payment and completed the preliminary steps. Your application is with GOV+ expedited fee and on May 13th, your application was reviewed, and we reached out via email requesting additional information, specifically your mailing address and parental details. Unfortunately, we did not receive a response. Applications do not progress without applicant actionours do not fill themselves out or self-complete. The application remained in an incomplete status.
  
  Regarding your comments on robot that talks to you in circles or the automated replies: automated responses are used for general inquiries, but they do not replace human support. An option labeled Talk to a Person is available 24/7, and we also offer extended hours phone support, the phone number is on our website. You were in fact assisted by multiple live agents who helped verify your information and review your photo. Your application was ultimately completed, and your customized package was shipped and delivered.
  
  We assist thousands of customers daily and aim to support those who understand and appreciate the value and convenience of the services we offer. We recognize that our service may not be suitable for everyoneand thats completely fine. However, dismissing the positive experiences of countless satisfied customers simply because your expectations were not met is unfair. Despite the services being rendered and your order falling outside our refund eligibility window, full refunds were issued on June 16th as a gesture of goodwill. Refund confirmation emails were sent as well.
  
  We appreciate your feedback. We consider this matter closed.