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:06/13/2025

  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.

  The nature of this complaint is centered around the fact that we never received a passport from Gov + for my husband, ****** B *******. We were charged $130 for a passport that we never received and we were charged $67 for services that were clearly inadequate because once again we did not receive his passport from them. They kept sending us messages about shadows on his picture and even a month after we turned in the application they still told us that they were not able to process the application because of the shadows on his picture. About six weeks after the struggle with them we went to US passport processing via the telephone. They explained to us that Gov+ is not a government Agency and that we need to use the most current US passport processing center application to ensure that he really receives a renewed passport. I am so glad that we contacted US passport processing center because my husband now has a passport. We only paid them the required $130 for it. However, I still have $130 plus $67 that we paid to Gov+ and once again theyve given us nothing. Nor have they credited my credit card. So I just would like to most importantly say, BUYER BEWARE. We were scammed and if we never get our money back, that would be our penalty for trying to use their service.

  Business Response

  Date: 06/18/2025

  Dear  *** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify your concerns.
  
  GOV+ is not a government agency, nor have we ever claimed to be. Yes, GOV is part of our namebut thats because our mission is to assist customers in filing and completing *************************** applications more efficiently. On our homepage, it clearly states: "NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. It wasnt hidden in fine printits right there for anyone to see.
  
  Please also be advised that your application was not completed due to the issue with the unqualified passport photo, which you were made aware of via email on February 16th. Multiple notifications were also sent requesting to GOV+ dashboard to upload a qualified photounfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status . 
  
  We understand delays can be frustrating, but its important to note that passport photo requirements are determined by the ************************, not GOV+. As an authorized service provider, our responsibility is to ensure full compliance with these federal guidelines. We do not issue government documents but assist with accurate preparation, submission, and compliance. While we do everything possible to streamline the process, we cannot control delays caused by incomplete or incorrect submissions.
  
  Given the nature of your concerns, your application was cancelled on June 16th and full refunds were processedeven though this falls outside our standard refund policy, as outlined in Section 10 of our Terms and Conditions. We made two attempts to reach you via phone to communicate this update but were unsuccessful. Voicemails were left accordingly.
  
  To clarify, we have no intention of keeping your money. We only intend to serve and support customers who understand and recognize the value of the services we provide. Your requested resolution has already been fulfilled. Please allow ****************************************************** your account, as bank processing times may vary. A confirmation email has also been sent to your inbox. Please review the files attached.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started an application for passport renewal and paid $97 upfront, assuming that was the amount the ********************** would charge for the renewal. However, they didnt disclose that the fee was simply the fee for submitting the application on their website. After realizing this, I discovered that I would have to pay $126 to the Department of State separately. Consequently, I requested a refund. They informed me that I could only receive a partial refund of $49 because services had already been rendered. However, this was not the case, as no services had been rendered to me. My passport had not been renewed. I am requesting the full amount I paid, the $97.

  Business Response

  Date: 06/17/2025

  Dear ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify your concerns.
  
  On June 10th, you voluntarily submitted a New Passport application through GOV+ and paid the $97 one-time service fee. As with all applications on our platform, this required the following steps:
  
  1. Manually entering your payment information
  2. Manually clicking Agree to the Terms and Conditions
  3. Manually clicking Submit
  
  These actions are deliberate and cannot occur without your direct engagement. Furthermore, directly beneath the total amount, a visible disclaimer states: GOVERNMENT FEES ARE NOT INCLUDED. This is intentionally placed in plain sight to ensure transparency and prevent misunderstandings.
  
  To clarify: GOV+ does not collect or retain government fees. These are mandatory fees established by the ************************ and are submitted directly to the government. When customers choose to pay *************************** fees through our platform, we issue checks on their behalf. In your case, you declined this service, which meant it was your responsibility to pay the $165 ($130 and $35) government fee directly. Again, this was your decision.
  
  You proceeded through all necessary steps, including document and passport photo uploads, and reached the point where your application was marked In Review. At any point during this process, had you been confused or unsure, our 24/7 support channels were available to assist. Filing a public complaint about a process you not only initiated but actively completedwhile skipping clearly presented opt-outssuggests the issue lies not with the service rendered, but rather with personal oversight.
  
  As a reminder, GOV+ is a legitimate, optional private support service. No one is required to use our platform. We exist to assist individuals who prefer guided help through complex government application processes. The structure and tools we provideincluding centralized documentation, instructional guides, and form preparationare valued by thousands of customers who choose convenience over confusion.
  
  In regard to your refund: a partial refund of $49 was issued on June 11th, and we are processing the remaining $48 today, June 17th. A refund confirmation email was sent. While we understand that buyers remorse can set in, publicly claiming no service was rendered despite the documented steps you completedincluding the use of our softwareis inaccurate.
  
  We encourage all customers to fully review what they are purchasing before completing payment, as a fair and informed approach avoids situations like these.
  
  Gentle reminder that if your passport was issued before you were 16 years old, you are not eligible to renew your passport. You have to apply for a new one.
  
  We value our customers and intend to serve those who understand and appreciate the value of our services. Your desired settlement has been fulfilled. We consider this matter closed.
  

  Customer Answer

  Date: 06/20/2025

   
  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:06/11/2025

  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 02/28/2025 I was charged a fee of $67 by GOV+ for a passport application. The website was misleading indicating passport renewal for $67. Had to pay before you go through the application process. I have been waiting for an update ever since. I logged in today to find out status but it indicated "Estimated wait time: 3 business days". I have already waited over 3 months for a status update. I did not pay a fee to the government I paid GOV+ fee. I asked for a full refund and it has been three days and no response. Their reply, "I'd love to assist, but per our ******************* we can't process refund or cancellation requests submitted after the 7-day evaluation period.".

  Business Response

  Date: 06/18/2025

  Dear ******* ******,
  
  Thank you for reaching out through the Better Business Bureau. We acknowledge your concerns and appreciate the opportunity to respond and clarify a few important points regarding your experience.
  
  To begin with, GOV+ is a legitimate, registered private service providernot a government agencyand yes, our services do involve fees. What you paid for was access to our secure platform and software designed to streamline and simplify the process of completing government-related applications, such as for passports. We do not issue government documents ourselves, nor do we claim to.
  
  As clearly stated in our Terms of Use (Section 4, Item 2):
  Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications.
  
  Please note that the $130 government fee you paid is converted into a check issued directly to the ************************, as part of the standard passport renewal process. Government fees are mandatory and are not collected for our benefit. These funds do not go to GOV+ in any capacity, as we use a company check to transmit your payment to the appropriate government agency on your behalf.
  
  Our services are entirely optional. No one is required to use GOV+, and our offerings are clearly displayed throughout the application process. The value we provide lies in the convenience, structure, and guidance we offer to those who choose not to navigate government processes alone. Everything you needforms, envelopes, instructionsis conveniently provided and shipped to you in one package.
  
  Regarding your wait time: your application was submitted on February 28th. On March 2nd, we sent you an email indicating that your uploaded passport photo was rejected due to multiple issues, including poor lighting, image quality (blurry), and lack of visibility of key facial features (such as eye color). These are standard requirements set by the *************** of Statenot by GOV+.
  
  To clarify another point: expedited and premium services are prioritized because they include additional fees that cover faster review and handling. Applications submitted with the basic one-time fee, are reviewed in the order received. However, once an application is flagged for missing information, disqualified documents, or an invalid address, it is returned to the general queue. This is necessary to ensure fairness to other customers who have submitted complete and compliant applications.
  We process thousands of applications across multiple services and channels daily. While you may have had to wait, so does everyone else. Your turn does comebut not by jumping ahead in line through a public complaint.
  As for the refund statement, please refer to court Terms and Conditions, which all customers have to agree to and  is available to review for free on the website: 
  
  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review;
  
  We are always happy to assist when given the opportunity. However, effective resolution typically starts with direct communication, not with public accusations. We respectfully suggest that customersours or otherwisereach out to a business first before filing a complaint. Not only is that the more ethical course of action, but it also often results in faster and more accurate resolutions, without the need to later clarify misunderstandings in a public forum.
  
  We hope this response provides clarity. We attempted to reach out to you via phone multiple times to discuss this matter with you but all attempts were unsuccessful. Full refunds were issued today, June 18th and despite the demand falling outside refund eligibility. A refund confirmation email was sent. Please refer to the correspondence for the refund details. We consider this matter closed.
  
  

  Customer Answer

  Date: 06/23/2025

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

• Initial Complaint

  Date:06/11/2025

  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.

  I started an application and before I even completed it my credit card was charged. I cannot get anyone on the phone to cancel this, I want a refund for my $ *****

  Business Response

  Date: 06/17/2025

  Dear *** *********,
  
  We acknowledge your complaint and appreciate the opportunity to respond to your concern.
  
  While we understand that some customers may experience buyers remorse, we always recommend reaching out to the business directly before escalating matters publicly. We have checked our logs and found no record of you even attempting to reach out to us. 
  We are always happy to assist when given the opportunity. However, effective resolution typically starts with direct communication, not with public complaints. We respectfully suggest that customersours or otherwisereach out to a business first before filing a complaint. Not only is that the more ethical course of action, its also the most reasonable. Our Contact Us tab is clearly available on the website, and our support team is accessible across phone, email, and live chat. We're more than capable of resolving concernsbut we do need to be given that opportunity first.
  
  We strive to support customers who recognize the value of guided assistance and convenience our platform offers. That said, based on the content of your complaint, it seems this may not have been the right fit for your needs.
  
  Nonetheless, your application has been canceled and a full refund has been issued today, June 17th, even though your request falls outside our standard 7-day refund policy. Please allow 35 business days for the refund to appear on your original payment method, depending on your banks processing time. A confirmation email has also been sent.
  
  We consider this matter closed.
  
  

  Customer Answer

  Date: 06/18/2025

   
  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:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed for a passport application in January. I paid a fee for Gov+ then another fee for passport application. Each time I contacted them there was an issue with the application. At this point after 6 months, I just want my refund and cancel all applications with this company.

  Business Response

  Date: 06/17/2025

  Dear ****** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and we apologize for the delay caused by your passport photo rejections. 
  
  Please be informed that the passport photo standards are set by the *************** of State, and as a service provider, our role is to ensure strict compliance with these federal guidelines.
  
  As such, we are unable to approve or process any application that includes non-compliant photos, incomplete information, or missing documentation, as this would likely result in rejection by the passport acceptance agent.
  
  To help make things right, weve processed a refund for the Monthly GOV+ Premium of $14.99 on June 11th. A confirmation email has also been sent to your inbox.
  
  Additionally, we can confirm that your application kit was shipped from our facility on. While we have been actively monitoring its status via the **** tracking system, there appears to be a delay in updates on their website. Unfortunately, we are unable to determine the exact cause, as this aspect is outside of our control.
  
  Should you wish to proceed, please follow the instructions provided with your customized application package. 
  
  If you prefer to pursue your application independently, we are able to refund the full government fees. To initiate this refund, kindly send us two photos of the government-issued checksone both of them intact and one both  torn in halffor documentation purposes.
  
  We appreciate your patience and understanding. Should you have any further questions or require assistance, feel free to contact us directly.
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  

  Customer Answer

  Date: 06/18/2025

   
  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:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting for my application verification for 3 months now. Let me tell you, they didnt even bother to email me what the problem was. I HAD TO REACH OUT MYSELF AFTER WAITING 2 MONTHS! Time goes by I just let it slide, but holy s*** it has now been 3 month since Ive been on this step. They dont even care. They only cared when I told them I was getting a lawyer then their stupid ***** finally responded to me. They sure do care about when it comes to lawsuits. And they better be ready if I dont hear back when I get my lawyer. Check my photo, that was taken may 18th. It is now June 10th

  Business Response

  Date: 06/17/2025

  Dear ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and are sorry to hear that your experience did not meet expectations.
  
  To help make things right, weve processed a refund for the GOV+ Expedited Fee of $57 today, June 17th. Please allow 35 business days for the refund to reflect on your original payment method, as bank processing times may vary. A confirmation email has also been sent to your inbox.
  
  Additionally, we can confirm that your application kit was shipped from our facility on June 12th. While we have been actively monitoring its status via the **** tracking system, there appears to be a delay in updates on their website. Unfortunately, we are unable to determine the exact cause, as this aspect is outside of our control.
  
  Should you wish to proceed, please follow the instructions provided with your customized application package. The only additional requirement is your current, undamaged passport.
  
  If you prefer to pursue your application independently, we are able to refund the full government fee of $130. To initiate this refund, kindly send us two photos of the government-issued checkone intact and one torn in halffor documentation purposes.
  
  We appreciate your patience and understanding. Should you have any further questions or require assistance, feel free to contact us directly.
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  

• Initial Complaint

  Date:06/10/2025

  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.

  what a JOKE! $97 for a TSA Precheck pass, then another $78 at appointment time for *** fees!

  Business Response

  Date: 06/16/2025

  Dear **** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  To begin, GOV+ is a fully registered private company operating within all applicable regulations. The PLUS in our name represents the enhanced value we offer beyond basic government servicessuch as Identity and Document Protection, automated renewals, and live supportall designed to provide convenience, security, and peace of mind. While we are not affiliated with any government agency, we make this fact abundantly clear throughout our website and in our Terms and Conditions, which all customers must agree to before completing any transaction.
  
  On June 10th, you voluntarily initiated an application through our platform and authorized a one-time fee using the card ending in 6824. The charge was for the use of our proprietary platform and autofill technology, which streamlines the application process and securely stores your information for future usesaving time and effort in future filings. We must emphasize that this process is not automatic. Before any charge is applied, customers must:
  
  ********** enter their payment information
  ******* I Agree to the Terms and Conditions
  ******* Submit to complete the transaction
  
  Additionally, directly beneath the total, a visible disclaimer states: GOVERNMENT FEES ARE NOT INCLUDED. This notice is not hiddenit is placed to ensure transparency.
  
  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review;
  
  Your application was reviewed and completed, and we even secured the appointment slot you selected. A confirmation email was sent as part of our service fulfillment. According to our refund policy:
  
  We understand that some customers may experience a change of heart after a purchase. However, attempting to reframe a properly fulfilled service as a joke because of information being overlooked or second thoughts is both inaccurate and inappropriate. Over one million customers have used our servicesmany of whom found real value in the support and convenience we provide. That, respectfully, is not a joke.
  
  We encourage potential customers to assess whether they prefer to go directly through government channelswhich remains a completely valid optionor to use a paid support service like ours, which offers added convenience, guidance, and live assistance. The choice is entirely up to the individual, and we respect either decision.
  
  Despite the fact that your TSA PreCheck application was initiated,consented to and completed, we processed a full refund of $97 on June 11th as a courtesy. A confirmation email has been sent to your registered email address. Your appointment has also been cancelled, you may book one again at your convenience. Please know that scheduled appointments take priority over walk-in enrollees. 
  
  We are committed to serving individuals who understand and value the convenience and support we provide. As the refund has been issued, we consider this matter closed.
  
  

  Customer Answer

  Date: 06/27/2025

   Better Business Bureau,
  I have reviewed the businesss response regarding complaint ID ******** and find the resolution, specifically the refund, to be satisfactory. You may now close this case.

  
  However, I would like to address inaccuracies in the companys response. Their attempt to imply that I failed to read the terms is misleading. At no point during the initial process or within the terms was it disclosed that additional fees would be required upon arrival at a ************ facility. This omission creates a deceptive experience for consumers. In truth, anyone could schedule a *** PreCheck appointment directlywithout the involvement of third-party services such as this.  In my opinion, this business engages in bait-and-switch tactics, and I hope this case encourages more transparency in their practices.
  Sincerely,
  **** *******

• Initial Complaint

  Date:06/10/2025

  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 March ******* I began seeking renewal of my current passport in anticipation of a planned vacation involving air travel domestically. Our plans changed and we will not be flying anywhere. Therefore I will not need a passport as substitute for a Real ID.Kindly refund the $67.00 fee I was charged to my checking account on March 30. I do not know why this fee was charged.Please cooperate with me to resolve this amicably. I expect your immediate action.Many thanks for understanding.****** ******

  Business Response

  Date: 06/16/2025

  Dear ****** ******
  
  We acknowledge your complaint and appreciate the opportunity to respond to have this resolved amicably.
  
  While we understand that some customers may experience buyers remorse, we always recommend reaching out to the business directly before escalating matters publicly. Its not only the most effective path to resolutionits also the most reasonable. Our Contact Us tab is clearly available on the website, and our support team is accessible across phone, email, and live chat. We're more than capable of resolving concernsbut we do need to be given that opportunity first.
  
  We strive to support customers who recognize the value of guided assistance and convenience our platform offers. That said, based on the content of your complaint, it seems this may not have been the right fit for your needs at this time.
  
  Nonetheless, your application has been canceled today, June 16th, and a full refund has been issued, even though your request falls outside our standard 7-day refund policy. Please allow 35 business days for the refund to appear on your original payment method, depending on your banks processing time. A confirmation email has also been sent.
  
  We consider this matter closed.

• Initial Complaint

  Date:06/10/2025

  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 April 16, 2025, Gov+ debited my bank account for $297 for Priority processing of my passport renewal. On April 23, they debited again for $211.36 processing fees. The advertised commitment was that my passport would be delivered in 4 weeks after it was received by the ****************. They provided a prepaid overnight ***** envelope with a printed copy of my online application and a check for $211.36 for processing fees issued on their **********. . The ***** tracking number shows delivered on 4/28 at 8:46 am signed for by *.*******. Their online dashboard shows no updates since 4/28. I contacted Gov+ multiple times by phone and email beginning May 30 after the committed delivery date. I either received no response or was told they were waiting for a response from their courier. They said they couldnt provide the complete delivery address and had not filed a lost package claim with ***** because it wasnt lost. I was able to get the complete address and it was delivered to another 3rd party processor, Passportsandvisas,com,not to the *********** I contacted Passports and Visas directly on June 5 and the application was not in their system but they recognized the name on the ***** delivery. I contacted the **************** directly. They have no record of a passport renewal being processed for my social security number yet Gov+ has communicated that the prepaid ***** label was delivered directly to the State Department and the application was in process. On June 5, Gov+ emailed me that my passport would ship on June ************************************************ the State Department have any record of my application being processed. I have requested copies of the cashed check issued to the State Department on Gov+ ***** bank account four times and received no response. I foolishly purchased our tickets to ****** on May 6 based on the misinformation that the State Department had possession of and was processing my renewal application. I need my passport

  Business Response

  Date: 06/16/2025

  Dear ****,
  
  We understand your concerns and sincerely apologize for the inconvenience caused by the delay in processing your passport. Please know that we are actively following up with our courier for updates on the status of your application.
  
  As a gesture of goodwill, we have processed a refund of $100. We truly appreciate your understanding and patience in this matter. We will reach out to you via email as soon as we receive an update.

  Customer Answer

  Date: 06/16/2025

  I received an email from Gov+ without any personalized response regarding the $100 refund. I responded and I am requesting an additional refund in the amount of $308.36. Gov+ has been waiting for a response from their courier for over two weeks. I have spoken with their courier, *********************, on several occasions. They show not movement on my application after it was delivered and signed for on April 28 at 8:46am but they did recognize the name of *.******* who signed for the package that was delivered by *****. The State Department has no record of processing the application and Gov+ has not provided evidence that check payable to the State Department has been cashed. 
  The refund of $308.36 is for the government processing fees of $211.36 and an additional $97 for the Priority processing with four week delivery. 
  This proposal was allow Gov+ to retain $100. I feel this is very generous since Gov+ did not fulfill their commitment and has provided misinformation on multiple occasions including conveying that their courier was picking up the passport on June 12 and I would have it in one to two days. My international flight is July 2. I am unable to wait indefinitely while they wait for a response from their courier who I have contacted directly. 
  As I communicated to Gov+,  I will consider the matter resolved if they refund an additional $308.36.   I have spent hours trying to get assistance from Gov+ without success.

  Thank You

  **** *******

  Business Response

  Date: 06/18/2025

  Dear ****, 

  Thank you so much for your continued patience, and please accept our sincere apologies for the inconvenience you've experienced. This is certainly not the kind of experience we want for our valued customers.
  
  We want to assure you that your application was hand-delivered to the Philadelphia passport facility, as part of the service we promised. However, once an application is physically delivered to the government agency, it is no longer within our control. At that point, we lose visibility over how and when the application is logged and processed by the agency.
  
  Despite these limitations, we have been actively coordinating with our courier service to track all handoffs and delivery timelines. In addition, we have closely monitored our banking records to determine whether the government check we issued on your behalf for $211.36 has been deposited or cashed.
  
  As of June 17th, we confirmed that the check has not been used. Based on this and your request, we have processed your refund for $308.36 today, June 18th. You will receive confirmation emails, and please allow 35 business days for the amount to reflect on your original payment method, as bank processing times may vary.
  
  Again, we sincerely regret the inconvenience and hope this resolution is to your satisfaction.

  Customer Answer

  Date: 06/20/2025

  I see the refunds pending with my bank. One for $97 and the second for $211.36 for the government processing   Just to clarify, my application was sent to your courier in *****************, ** not a government facility in ************.  Your apology is very insincere. I have given you multiple opportunities to assist me and you only responded when I filed my complaint with the Better Business Bureau.  I am now scrambling to secure my passport and my application with my detailed personal information is lost.  This has been extremely stressful and your lack of response or misinformation has been deplorable.  

  I accept this resolution and truly appreciate the intervention of the BBB.

  **** *******

  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:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid GOV+ $97 for help in filing for a *** application and another $57 for expedited processing for which I was provided with an appointment and address of IdentoGO in Stuart FL to go and complete another application there for the *** Precheck and pay a *** fee of $76.75. I completed the application there and will receive my precheck shortly. Then I was charged another $97 for the passport processing through GOV+. I filled out the application and took my picture which was accepted by the web site and another fee of $ 149 for the passport. Since I did not hear from GOV+ since 6/6/2025, I contacted GOV+ via email and asked what the status was. I also requested a refund of the double charge of $97. I received a reply today that the picture was rejected after being originally accepted. **** from GOV+ asked me to take another picture and resubmit my application again. This company is very difficult to contact--phone calls to them have messages that are repeated over and over to them. I looked them up on the BBB site and there are hundreds of complaints against them. They emailed me that they will not refund the $97 double charge since I filed 2 applications-one for *** and one for passport. I requested a refund again of the $149 I am being charged for the passport and also the $97 which is a total of $246. I would also like a refund of $154 for the *** fee and expediting which I have not received but I am willing to accept the $246 and eat the rest as one tough expensive ****** learned. Can you please contact them and request a refund for me. I will also be contacting **** and filing a complaint with them also. Thank you

  Customer Answer

  Date: 06/11/2025

  I did receive an email stating that I would receive a credit for $19, $130 and $97.  I do see the credit pending for $19 and $130 on my credit card but do not see a credit for $97.  I am hoping these credits credit do get finalized to my card.  I still feel they are scamming  an extra $97 and $57 for basically doing nothing. It is a ****** learned for sure.  Have to be very careful with all these web sites, especially if one is a senior like I am.  

  Customer Answer

  Date: 06/11/2025

  I  am waiting for a credit of $97 which GOV+ said they would issue and for all the credits to be applied to my charge card.  Once that happens, I will gladly let you know.  Thank you.

  Customer Answer

  Date: 06/12/2025

  GOV+ finally credited my account .  I thank you for all your help.  Hope no one else gets scammed by this company.