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:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 4/6/2025 I paid GOV+ $190.00 to process my passport renewal. I uploaded a picture, after several were rejected. I still have not received my passport. When I checked with the government there is no record of my application. I find they are not authorized to renew a passport. The passport agent suggested getting a refund and reapplying at the government site. There is no way to cancel on the Gov+ website.

  Customer Answer

  Date: 06/10/2025

  Gov+, after learning of BBB involvement in a complaint, called and offered to refund the $190.  I checked, and it has been credited to my credit card.

  This does not negate the fact that there was no way to reach them before, and they made a false claim to obtain the money.

  I will not use their service again.

  Not sure how remove my credit card from my profile, though.

  ***** Rudn

  Business Response

  Date: 06/16/2025

  Dear ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and regret that your experience with GOV+ did not meet your expectations. We appreciate the opportunity to clarify the matter.
  
  To begin, GOV+ is a legitimate private entity operating under *********************, which is authorized by the ************************ to assist in facilitating passport processing. Any claims suggesting otherwise are incorrect.
  
  Upon review of your account, your application remained under review due to repeated issues with the passport photo submittedan issue you also acknowledged in prior communications. All submissions undergo strict quality control to ensure compliance with federal requirements. Applications with non-compliant photos, missing documentation, or unverifiable address details are returned to the review queue until the required corrections are made.
  
  While we understand that delays may cause frustration, it is important to note that passport photo standards are determined by the ************************, not GOV+. Our responsibility as a processing support service is to help ensure customer applications meet these federal standards to avoid rejection by the agency.
  
  Additionally, because your application was never finalized, no records would exist at the passport agency. Completing a renewal application involves further steps on your partsuch as mailing your current undamaged passport and other requirements directly to the ************************. These were not completed, which is why there was no record.
  
  Given the nature of your complaint, there is a clear misunderstanding regarding the services we provide. As such, your application has been cancelled and a $190 refund has been issued on June 10th. A refund confirmation email was also sent to your registered address.
  
  We consider this matter closed and wish you all the best in completing your application through the method you find most suitable.
  
  

  Customer Answer

  Date: 06/16/2025

  Actually, their statement that the photo didn't meet passport standards is a false reason for delay.  I have subsequently ordered a passport from the government using the same photo to which they referred.

  Gov+ Plus did settle, crediting my credit card with the amount paid them, after BBB became involved, but that does not negate the fact that they did, and obviously still do, misrepresent facts to suit themselves.

  ***** *****

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gov+ is difficult to communicate with. Their system is automated and seems only to use AI/******* passport renewal is not happening, apparently due to photo problems. As this was supposed to be a quick and easy method I expected to receive my package from them within 10 business ******* is now 4 weeks.I would like a refund for the Government fees.

  Business Response

  Date: 06/16/2025

  Dear ****** ********, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and regret that your experience with GOV+ did not meet your expectations. We appreciate the opportunity to address and clarify the matter.
  
  Upon review, your application remained under review due to repeated issues with the passport photo submittedan ongoing challenge you yourself noted. Please know that each submission is carefully reviewed, and when complications arisesuch as non-compliant passport photos, missing information, or an unverified addressthe application is returned to the queue for follow-up to ensure accuracy and strict adherence to federal standards.
  
  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.
  
  Regarding your mention of automated replies, these are designed to assist with general inquiries and are not the only form of support available. A live support option is always offered and accessible24/7 via live chat, email, and extended phone support hours.
  
  Given the nature of your complaint, we understand this service may not align with your expectations. As such, your application has been cancelled and full refunds have been issued. A refund confirmation email was also sent to your registered address.
  
  We consider this matter closed and wish you all the best in completing your application through the method you find most suitable.
  
  

  Customer Answer

  Date: 06/17/2025

  Dear Enedia,
  
  Thank you for your letter of Monday, June 9, 2025.
  
  Gov+ promptly contacted me and I received a full refund on June 13.
  
  Thank you for your help in resolving this matter.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/09/2025

  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 Jan 2, 2025 ordered a passport online and paid $351.88 total fees. I never received passport although all paperwork submitted. When contacting company via email only response is working on it. Its been r months. Would like a refund of $.

  Business Response

  Date: 06/12/2025

  Dear ***** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details of your experience with GOV+.
  
  You began your New Passport application on January 1st. Upon review, our team noted that the passport photo you submitted did not meet government standards (photo quality and the scarf), and the uploaded copy of your drivers license was not sufficient as a qualifying document (digital ID). These issues were clearly communicated to you via email, along with instructions on how to resolve them.
  
  We understand that delays can be frustrating. However, please note that as a private support service authorized to assist in preparing and coordinating passport applications, GOV+ is required to follow strict guidelines set by the ************************. Applications cannot move forward without a qualified passport photo and accurate, acceptable documentation. These requirements are in place to avoid government-level rejectionswhich we work hard to help our customers avoid. ********************** does not issue passports; the final review and approval are handled solely by the ********************
  
  Following your recent phone interaction with our support team, we confirmed your request to cancel the application. Per our policy, a partial refund of the GOV+ service fee$34was issued which you acknowledged, as the request came after the 7-day refund window. Additionally, the full government fee of $165 was refunded. These refunds were processed on June 9th, and a confirmation was sent to your email. As for the GOV+ Premium, you have activated your Identity Protection feature: please refer to our Terms and Conditions (*************************************************)
  
  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; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  We trust this provides clarity.
  
  

• Initial Complaint

  Date:06/06/2025

  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 repeatedly attempted to get my TSA PreCheck and my requests are ignored.or they claim they will get back to me and never do. Last month they said I could interview in 3 days, but I never heard from them again.

  Business Response

  Date: 06/11/2025

  Dear *** **** ******
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and regret that your experience with GOV+ did not meet your expectations. We appreciate the opportunity to address and clarify the matter.
  
  You initially began your TSA PreCheck application on August 31, 2024, but chose to abandon the process after deciding to obtain a REAL ID first. On April 30, 2025, you contacted our team via live chat to request an address update. However, you exited the sessions you launched before any agent could assist you. This occurred multiple times in the span of just 15 minutes (3:22 PM, 3:24 PM, and 3:39 PM), which prevented us from providing real-time support.
  
  Despite this, at 3:46 PM, our representative *** sent you an email confirming that your address had been updated, followed by another email at 3:47 PM reminding you to select your appointment scheduleboth of which were written and sent manually. You responded with a request to stop auto replies, which we feel compelled to clarify: those emails were not automated. They were sent by an actual human agent responding directly to your inquiry.
  
  At 3:48 PM, you replied requesting assistance to continue your application, citing an upcoming flight within two weeks. We responded at 4:02 PM with available appointment dates between May 1st and May 8th, 2025, at ******* *************************************************, including detailed office hours. We also explained that Known Traveler Numbers (KTNs) are generally issued within 3 to 5 business days of the *** appointment, but in rare cases, it can take up to 60 days. Despite this information, you continued to insist that our responses were automated.
  
  To clarify again: yes, we do use automated messages for status updates and promotional contentbut your interaction was with a live, human email support agent. We have 24/7 live chat and email support, and we encourage customers to remain attentive to who theyre speaking with before jumping to conclusions.
  
  Your application has since been canceled and a full refund has been issued, despite our 7-day refund policy. A confirmation email has also been sent. While we always aim to assist, we urge customers to be cautious when using terms like scam to describe companies they dont fully understand. GOV+ is a legitimate private service provider authorized to assist with government form preparation.
  
  We consider this matter closed and wish you all the best in your future travel endeavors.
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to discontinue with ************************. My husband is convinced it is a scam. Please refund my money.

  Business Response

  Date: 06/11/2025

  To ******* **********,
  
  We respectfully encourage all customersacross any businessto reach out directly with questions or concerns before turning to public complaint forums. Its not only the most effective approach, but also the most ethical.
  
  In your case, we do not have any records of you reaching out for any request or assistance. If your goal was to request a refund, that request would have been better served by contacting us directly instead of assuming ill intent. Were fully capable and willing to helpbut we do need to be given that opportunity first.
  
  We strive to serve customers who understand and value the convenience and support our platform provides. However, based on the tone and content of your complaint, it appears that may not be the case here. While we always aim to assist, we urge customers to also be cautious when using terms like scam to describe companies they dont fully understand. GOV+ is a legitimate private service provider authorized to assist with government form preparation. We understand that some customers may experience buyers remorse, it is both unfair and inappropriate to paint a business a Scam by submitting unfounded complaints in a public forum.
  
  That said, your application has been canceled and a full refund has been issued. 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. We consider this matter closed
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for lost passport replacement in April. No service provided. They just stole my money.

  Business Response

  Date: 06/06/2025

  Dear ******* *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to clarify the facts surrounding your interactions with GOV+.
  
  On February 2nd, you paid the one-time GOV+ fee of $67 for a Lost Passport application using the email address ************************ However, the account associated with this transaction was never activated. As outlined in our service process, proper account activation is essentialit not only secures your information but also enables access to status updates, notifications, and follow-up actions. Additionally, the application submitted included only the most basic personal details. Multiple reminders were sent throughout February requesting that you return to your dashboard to complete the missing fields. Unfortunately, applications do not progress without user engagement.
  
  Separately, on April 18th, under a different email address *********************** a GOV+ annual subscription was purchased for $119.88. This account was properly activated, and the Identity Protection feature was also successfully enabledindicating that services had been accessed and used.
  
  Regarding the charges and your refund request, we refer you to Section 10 of our Terms and Conditions, which clearly outlines our policy:
  
  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; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  That said, while both of your purchases fall outside the eligibility window for refunds and a service has technically been activated, we have gone ahead and processed full refunds as a one-time courtesy. This gesture is extended in the spirit of resolving this matter amicably, even though your situation does not meet the stated refund conditions. 
  
  Refund confirmation emails have already been sent to both email addresses on file. Please allow 35 business days for the refund to appear in your bank account, depending on your financial institution.
  
  We hope this clears up any confusion and confirms our good-faith efforts to provide clarity and resolution. We consider this matter closed.

  Business Response

  Date: 07/17/2025

  Good day, 
  
  It was refunded on June 6th to Visa ending 4858. Please see refund receipt attached.

• Initial Complaint

  Date:06/04/2025

  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.

  Hello,I applied for a passport renewal on 1/28/2025, paid $197.00. It was supposed to take 4-6 weeks and here we are 6/4/2025 and the status still says in progress. I have requested a refund from this company via the chat and sent several emails.They refuse to issue a credit. No one ever answers the phone and you can not speak to an actual human. Via a chat, they said the picture was not accepted (no one informed me of this-they didn't tell me this) and to upload another one. I did that SEVERAL times and still none were accepted. However-on their portal it has a green check **** next to your passport photo has been uploaded. No mention that it was not an acceptable photo. This company is a scam as I have read other complaints saying the same thing.

  Business Response

  Date: 06/10/2025

  Dear ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify several key points.
  
  To begin, GOV+ is a legitimate, privately owned and operated document preparation service, registered under all applicable state and local laws. We provide guided support for a variety of government-related applications, including but not limited to passports (standard and expedited), TSA PreCheck, IRS e-file assistance and many more. We operate under strict security, compliance, and integrity standards. For passport services, we are authorized through our subsidiary, *********************. Additionally, we are an IRS-Certified E-file Provider.
  
  We want to reiterate that customers are always free to apply directly through official government websites at no additional cost. GOV+ exists solely as an alternative optionfor those who prefer guided assistance, consolidated services, and streamlined application support. This is clearly communicated on our platform.
  
  Regarding your concern about application delays, we sincerely understand the frustration that can come with waiting. However, GOV+ processes thousands of applications each day across multiple services. All applications are reviewed in the order received, with the exception of those submitted through our expedited or premium servicesthese receive priority handling due to the additional service fees attached.
  
  Now, about your photo. While our system allows uploads that meet technical parameters such as size and resolution, this does not mean the photo meets official government standards. You noted that your image received a green check **** for being uploadedbut that is not the same as being approved as a qualified passport photo. In your case, the first image was disqualified because it was a photo of your 2x2 which did not seem like it was taken in the last 6 months, which was communicated to you via email on February 26th. When errors like this occur, applications are paused and placed back in the queue until a corrected requirement is received.
  
  The second photo you have uploaded, you were looking at your device screen, not straight at the camera. Please understand that these passport photo requirements are set by the *******************, not GOV+ and are not arbitrary rules. Our job is to help customers meet those requirementsnot to redefine them. 
  
  Given the nature of your complaint, it appears there was a significant misunderstanding of how our platform works. While your request came outside of our 7-day refund policy, we still processed full refunds for both applications totaling $197 as a gesture of goodwill. Your application was canceled on June 4th, and confirmation emails have been sent to the address on file. Please allow 35 business days for the funds to reflect on your original payment method, as processing times vary depending on the bank.
  
  We also spoke to you over the phone to provide this update, and we appreciate you taking the call. We do our best to support customers who understand, appreciate the value of our services and the clarity of our platform. That said, GOV+ has taken all necessary steps to resolve this matter fully.
  
  We consider this matter closed.

  Customer Answer

  Date: 06/29/2025

   
  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:06/04/2025

  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 25 & 26, 2025...I proceeded to renew my passport and TSA Pre-check. I paid total $251.00 $57 for pre-check, $194 for passport renewal and no service has been provided. I kept receiving a response from GOV+ to provide additional payment for a incomplete application and I provided all the information requested. I believe this to be a scam and requested a dispute with credit card holder.

  Business Response

  Date: 06/09/2025

  Dear **** ********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns
  
  To begin, GOV+ is a fully registered and legitimate private service provider offering guided support for various government form applications, includingbut not limited topassports, TSA PreCheck, tax filing and more. Please understand that we adhere to the ******************** requirements. GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards set by the agency. 
  
  The applications have not reached the review stage because the requirements remain incomplete: For the passport application, the settlement of the mandatory $130 government fee for standard processing. There is also an option if you prefer to issue your own check for the passport fee. As for the discounted TSA PreCheck, this application has not been selected yet although it has been paid for, the eligibility questionnaires have not been completely answered.
  
  Our ability to move forward with processing depends entirely on how quickly applicants comply with the required steps. Delays typically arise when instructions are not followed, queestionnaires were unanswered, required materials are incomplete, or documents do not meet compliance standards. We are only able to review applications that have completed these basic steps on the applicants end. 
  
  Given the nature of your complaint, it appears there was a significant misunderstanding of how our platform works. While your request came outside of our 7-day refund policy, we still processed full refunds for both applications totaling $251, as a gesture of goodwill. Your applications were canceled on June 4th, and confirmation emails have been sent to the address on file. Please allow 35 business days for the funds to reflect on your original payment method, as processing times vary depending on the bank.
  
  We also attempted to contact you via phone to provide this update, though its possible the timing was not ideal.
  
  We do our best to support customers who understand, appreciate the value of our services and the clarity of our platform. That said, GOV+ has taken all necessary steps to resolve this matter fully.
  
  We consider this matter closed.
  

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a passport, they continously delayed processing my application. I attempted several times to resolve issues, however they were no help and refused per their policy to refund my payment. I was told over a week ago that everything was good, and my application would be mailed ********* I contacted them for a follow up, the application has not been mailed, and the person assisting me advised that the application hadn't been reviewed yet, and there had not been proper identification sent in.. mind you, the person last week said it was approved and cleared to ship.

  Business Response

  Date: 06/06/2025

  Dear *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the circumstances regarding your application.
  
  While we regret that your experience did not meet expectations, we would like to clarify that the delay in processing was due to issues with both the passport photos and the evidentiary documents you submitted. Although you opted to use a professionally taken photo, the identification document you provided did not meet the current requirements.
  
  As of May 2025, the ************************ has mandated that all acceptable identification for passport applications comply with the REAL ID Act. IDs marked with NOT FOR FEDERAL IDENTIFICATION are no longer accepted under this policy. Additionally, a photo of your previously issued passport from 2014 is not sufficientphysical documentation must be presented for verification. 
  
  If you wish to proceed, please follow the enclosed instructions carefully to avoid any issues that could lead to rejection. Your application was already completed and is already being prepared for shipment along with other applications. Since your photo ID is not an acceptable document, please bring additional IDs to your passport appointment, such as: A REAL ID-compliant license, a certified birth certificate and secondary ID, like a Social Security card, work ID, or health insurance card.
  
  If you prefer to request a refund instead, please email us at ******************************** with photos of the issued checksone intact and one torn in halffor documentation and transparency. Once received, we will process your refunds accordingly.
  
  

• Initial Complaint

  Date:06/02/2025

  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 am attempting to get a new passport. I was charged 3 different fees totaling $319. I completed almost all the information. I was waiting for my REAL ID and certified birth certificate. I have them now and was attempting to get into my open file. I have tried for days and have been waiting on the phone for assistance for 3 hours now. I believe this might be a scam and I will never secure my passport through them.

  Business Response

  Date: 06/06/2025

  Dear **** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns.
  
  GOV+ is a fully registered and legitimate private service provider offering guided support for various government form applications, includingbut not limited topassports and birth certificates. Please note that we operate in strict adherence to the ************************* standards and requirements. Through our subsidiary, *********************, we are authorized to assist with passport applications and are held to the same high standards of security, accuracy, and compliance as mandated by the agency. We cannot complete applications that do not meet federal requirements, as doing so would result in inevitable rejection by the issuing authority.
  
  In your case, the application was unable to move forward due to missing required documents and a passport photo that did not meet government standards. While our system may accept uploaded files for review, final approval depends on a full manual assessment by our team against the ******************** criteria. If submitted photos or documents are found to be noncompliantwe place the application on hold and notify the customer, allowing them the opportunity to provide corrections.
  
  When you contacted our support team via live chat on June 2nd, our representative, *****, informed you of the issue with your photo and provided guidance on how to move forward. Although the system initially accepted the image, our review team found that it did not meet federal standards. You were offered the option to upload a new photo or have one taken professionally to avoid further delays. Instead, you opted to cancel and requested a refund.
  
  While the refund was outside our 7-day policy window, we honored your request in full as a courtesy. Confirmation receipts have been attached for your reference.
  
  We take pride in providing services that many customers find helpful and efficient. We are always happy to assist, provided we are given the opportunity and cooperation necessary to do so. We consider this matter closed and wish you the best in completing your passport application through the method that best fits your preferences.