Complaints

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

• Initial Complaint

  Date:04/11/2025

  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.

  Payed money for an expedited passport, Said its being processed, but has been 6 -8 months and nothing. Must be a scam.

  Business Response

  Date: 04/16/2025

  Dear ***** ***, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to clarify the facts.
  
  As a general reminder, we strongly encourage customers to reach out directly to businessesours includedwhen seeking clarification or assistance. This is not only the most effective way to resolve concerns, but also the most ethical and responsible approach.
  
  With regard to your application: you initiated a New Passport application on January 4th, basically it hasnt been 6-8 months that passed as you have stated, but the process was never completed - an issue that is not on our end.  Multiple email reminders were sent, urging you to log in and finalize the required steps. On April 12th, we noted that you reset your password; however, no further action was taken to progress the application.
  
  Please understand that we cannot process applications that remain incomplete. Doing so would not only be impracticalit would also violate compliance protocols, as we are obligated to follow strict federal standards regarding document accuracy and submission.
  
  Despite these facts, and despite your application being outside of our 7-day refund eligibility policy, we have issued a full courtesy refund of $67 today, April 16th. The refund confirmation has been sent to your registered email. Please allow ********************************************* your account, depending on your banks processing times.
  
  We have now canceled your application, and based on the timeline and lack of response, it is evident that you opted not to complete the process.
  
  Your refund has been issued in full, and we consider this matter closed.
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Customer Service 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.

  January ******* attempted to renew my passport and do TSA precheck with expedited service using GOV+ website I was charged $130 for the passport renewal, $67 for TSA and $57 for expedited service. On March 31, ***************************************************************** a blue box delivered to my home but no blue box was delivered and I have no way of contacting them to inquire.

  Business Response

  Date: 04/16/2025

  Dear ********* *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and provide clarification.
  
  Please know that we have two 24/7 customer support channels email and live chat. Both were indicated on our website on the Contact Us tab. We have checked our communication records and we have no record of you reaching out to us. We sent you an email on February 6th informing you that your passport photo did not meet the required passport photo criteria set by ************** of State.  The ***** enforces strict guidelines for passport photos, and as a support service, it is our responsibility to ensure that submissions adhere to these requirements to prevent rejections.
  
  We also sincerely regret any inconvenience caused by the delays you experienced. At GOV+, we process thousands of applications daily across a wide range of services and support channels. While we strive to be timely, our commitment is to give each application the thorough attention it requiresespecially when accuracy and compliance are critical.
  
  If any issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe notify the customer and place the application back in the queue. Once the necessary corrections are provided, the application undergoes another review. This process is in place to prevent rejections at the government levelsomething we believe most customers would appreciate.
  
  Additionally, during a recent system upgrade to prepare for expanded services, a limited number of applications experienced temporary disruption. While advance notifications were sent, we understand how this may have added to your frustration, and we sincerely apologize for the inconvenience. Please note that your application was not completed due to the issue with the passport photo you submitted. 
  
  Because your application package remained incomplete due to the photo issue, and in consideration of your request and experience, we have canceled both your Passport Renewal and your bundled TSA PreCheck applications and issued full refunds of $331. Refund confirmation emails have been sent to your registered email address. Please allow 35 business days for the funds to appear on your original payment method, depending on your bank's processing time.
  
  We value your feedback and hope this resolution demonstrates our commitment to customer satisfaction.
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  2/4.2025 Gov+Spied for passport s d made Topsy Nets a prompted, completed application and submitted all the meveddaty docume Ts, and I have not received my passport, paid $57 and $67 on 2/4/2035. I have reached out to Gov+ online several timegor an update, and first the application was being processed, then the response was its in the mail, then it was delivered a d follow the instruction in the package. I me er received any mail either through *******, **** FecEx, or a y other courier service. Ive asked for a tracking number with no response. Every time I reached out ti Gov+ asking for and update me or refund I get an the ** generated response just sending me in circles asking why do I want a refunds and sends me back to the dashboard with no resolution. I would like all of my money refunded to my and application canceled.

  Business Response

  Date: 04/15/2025

  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and provide clarification.
  
  We understand your concerns and sincerely regret any inconvenience caused by the delays you experienced. At GOV+, we process thousands of applications daily across a wide range of services and support channels. While we strive to be timely, our commitment is to give each application the thorough attention it requiresespecially when accuracy and compliance are critical.
  
  Please note that your application was not completed due to recurring issues with the passport photo you submitted. The ************************ enforces strict guidelines for passport photos, and as a support service, it is our responsibility to ensure that submissions adhere to these requirements to prevent rejections or further delays.
  
  Additionally, during a recent system upgrade to prepare for expanded services, a limited number of applications experienced temporary disruption. While advance notifications were sent, we understand how this may have added to your frustration, and we sincerely apologize for the inconvenience.
  
  Because your application package remained incomplete due to the photo issue, and in consideration of your request and experience, we have canceled your application and issued a full refund of $289. Refund confirmation emails have been sent to your registered email address. Please allow 35 business days for the funds to appear on your original payment method, depending on your bank's processing time.
  
  We value your feedback and hope this resolution demonstrates our commitment to customer satisfaction. 

• Initial Complaint

  Date:04/10/2025

  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.

  Went to gov plus to get my passport and they said 3 business days estimated to approve everything and waited 3 weeks called about it and they refused to give me my full refund just because you guys did something doesnt mean you can keep the money if I canceled my passport because you guys took forever they gave me a partial refund of 165 and 34 I need the full refund amount please

  Business Response

  Date: 04/15/2025

  Dear ******* *******, 
  
  Thank you for reaching out through the BBB. We understand your concerns and regret any inconvenience caused by the wait time. At GOV+, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review.
  
  You were charged $67 for the GOV+ service fee for using our platform and $165 for the mandatory government fee associated with a New Passport application when you filed on March 8th. When you requested a cancellation and refund on April 7th, your application had already undergone review and  it was already beyond the 7-day refund eligibility periodwhich is why your initial request was denied.
  
  For reference, our refund policy (Section 10) states:
  
  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.
  
  That said, customer satisfaction remains our priority. As a one-time courtesy, we have processed the remaining $33 refund despite our policy. Please note that while refunds are processed in real-time, it may take ******************************************** your account, depending on your bank's processing time. Refund confirmation emails have already been sent for your reference.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:04/10/2025

  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 3, 2025, I charged $97 to my credit card to Gov+LLC, thinking that I was purchasing a passport. Since that time, I have not heard anything from this company. No emails, no phone calls etc. I have attempted calling their customer service number to no avail. I eventually googled the business and learned that it is NOT accredited by the Better Business Bureau, and that an alarming number of people have had the same complaint. I would like a FULL REFUND of my $97 as this company is a ****. They represent themselves as a government agency and prey on people who are not savvy to their scheme.

  Business Response

  Date: 04/15/2025

  Dear ****** ****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We encourage all customersnot just with GOV+to first contact the business directly when questions or concerns arise. This is not only the most effective path to resolution but also the most constructive and ethical one.
  
  To clarify, GOV+ is a legitimate, registered private company offering a streamlined platform to assist with government-related applications. Our services are entirely optional, and customers are always free to apply directly through government channels at no additional cost. Our records show you did not reach out - Not even a blank text to our 24/7 chat support.
  
  We are transparent about the nature of our service. Our website clearly states: Not the government, just a helpful private company, and our Terms and Conditions are presented prior to payment. Labeling our service as a "scam" due to a misinterpretation or overlooked detail does not change these facts. We provide added convenience and support that many customers find beneficial.
  
  According to our records, you submitted a *** PreCheck application on March 3rdnot a passport application, as stated in your complaint. Unfortunately, your account was never activated. Additionally, it appears your email address was entered incorrectly (as ********************** and your mailing address was not verified. Without a verified account or accurate contact details, we are unable to complete the application process or securely deliver critical updates. Moreover, we are unable to process incomplete applications, as doing so would be non-compliant with TSA requirements.
  
  That said, because the application was never completed, a full refund of $97 has been processed today, April 15th. A confirmation email has been sent, and the refund should appear on your original payment method within 35 business days, depending on your bank. Since you mistyped your email address, we have attached your refund receipt for your convenience.
  
  At GOV+, we strive to provide value and support to customers who understand and appreciate the services we offer. Your request has been fulfilled, and we now consider this matter closed

• Initial Complaint

  Date:04/09/2025

  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 4/8/2025 I started an application for passport renewal, it got up to the section where I put my credit card in and I could not finish the application due to technical error, but Gov Plus charged me ****** plus ***** to process! But the application never was completed due to technical error!so how can they charge me for something that was not completed even the customer service *** could not find my application! I have tried for 2 days with e-mails, phone, and online chats with no success,I know I should have checked this out before I started this online,also I went on the government website and they said that I have to wait till my passport expires in one year, it is still valid and my passport is still valid! Are you able to get this company to get me a refund! I live on a fixed income, and the government website only charges ****** for passport renewal,

  Business Response

  Date: 04/15/2025

  Dear ****** *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the situation.
  
  To begin, wed like to confirm that GOV+ is a legitimate and registered private company that offers optional services to assist customers in preparing and organizing their government applications. Our platform is designed for convenience, not as a replacement for official government sites. This is clearly stated on our homepage and throughout the application process: Not the government, just a helpful private company. For future reference, passport renewals through the official ************************ website are available at a base fee of $130.00. Our service simply provides an optional convenience layerparticularly for those who wish to expedite, organize, or receive guided assistance with the process. To clarify further, GOV+ does not handle the final issuance of passports. Our platform is designed to facilitate the completion of the application process, but the final decision and issuance are handled solely by the ********************
  
  According to our system, you have 2 accounts created for GovPlus. In this complaint you used a ***** account. Your ******************** accounts we under ********************* and one **********************  Your application and subscription were registered under the latter email account. Your application process was initiated on April 8, 2025. While you mentioned a technical error, please note that our records show that you have answered the initial set of questions and the transaction was completed and both the one time standard fee of $67, which was authorized manually by you,  agreeing to the terms, and clicking submit. Accepting the offer for the $119.88 GOV+ Premium which also has a clear option to be skipped if you prefer not to subscribe. 
  
  Unfortunately, your account was never activated. Additionally, without completing the rest of the questionnaire and the rest of the processing steps, we are unable to complete the application process or deliver critical updates. Please understand that we are unable to process applications with incomplete information, as doing so would be both infeasible and non-compliant with legal requirements.
  
  Given that the application was not finalized, your applications and subscription were cancelled and we have processed full refunds of the Standard $67 GovPlus free and the GOV+ Premium Annual Subscription $119.88 as requested. Refund confirmation emails have been sent to your registered email address, and the refunds should reflect on your original payment method within 35 business days, depending on your bank.
  
  We also appreciate your acknowledgment that you may not have reviewed the details thoroughly prior to beginning the process. Your refunds have been issued in full, and we now consider this issue closed.
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  Services not rendered. Can not reach business by phone or email. Did not receive passport materials.

  Business Response

  Date: 04/15/2025

  Hello ****** ****,
  
  Hello ****** ****,
  
  We acknowledge your complaint via the BBB. We regret that  you felt that no one was available to assist you. GOV+ processes thousands of applications daily across multiple services and support channels. Our commitment is to give each application and inquiry the attention it deserves, which means that sometimes a short wait is unavoidable.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are receivedthis ensures fairness for all customers.
  
  If any issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe notify the customer and place the application back in the queue. Once the necessary corrections are provided, the application undergoes another review. This process is in place to prevent rejections at the government levelsomething we believe most customers would appreciate.
  
  Our customer support is available 24/7 through both live chat and email. However, please understand that there will always be a queue. If your issue is not urgent, our email support remains available around the clock as a convenient alternative.
  
  We strive to resolve issues promptly, but we do need customers to meet us halfway. We ask for a reasonable chance to address concernsbut instead, here we are responding to complaints because waiting for a resolution was apparently not an option. Your application has been cancelled and full refunds were issued. Refund confirmation emails were sent. Please allow 3-5 business days for the refunds to be processed by your bank as bank processing times vary. 
  
  Our goal is to serve and retain customers who understand and appreciate the value of the services we provide. We trust this meets your desired resolution. We consider this matter closed.
  
  
  

• Initial Complaint

  Date:04/08/2025

  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 Feb. 24 I submitted a online passport renewal application through gov plus. Got no updates other than saying " veryfing application with government " estimated wait 3 days. After over a month, I called state ***** They have not received my application or the ****** I paid to gov plus for government fee. I only have 5 days before I am no longer eligible to renew online. The gentleman from **************** suggested I do application online through government website. I would like a full refund from GovPlus for the ***** fee for submitting my application and the ****** government fee that was never submitted towards my renewal. They provided me no service whatsoever. I called them and got no acceptable explanation, other than my application was delayed 12 weeks. As I stated earlier, the government travel ***** Never received my application or the fee I paid GovPlus. I tried emailing them. But my emails went blank when I hit the send button. I tried calling again and was put on hold for over an hour.

  Business Response

  Date: 04/14/2025

  Dear *******, 
  
  Thank you for reaching out through the BBB. We understand your concerns and regret any inconvenience caused by the wait time. At GOV+, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review. Your refunds were issued in full on April 10th by our Supervisor ***. Refund confirmation emails on the same day. We consider this matter closed. 
  
  

  Customer Answer

  Date: 04/15/2025

   
  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:04/08/2025

  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.

  02/26/2025 $497.00 for special handling of passport help 03/21/2025 $119.88 for some other special handling 03/21/2025 $211.36 for even more special handling 02/26/2025 $77.00 for something else 03/24/2025, $60 was refunded to me because I had complained about all the added charges.04/02/2025 All communication with them stopped. They don't answer the phone, and they don't send a verification code to sign into the website. I sat on hold for over an hour on the phone number ************ today (04/08/2025)

  Business Response

  Date: 04/15/2025

  Hello **** *******,
  
  We acknowledge receipt of your complaint via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  Regarding the service fees, please be informed that GOV+ offers multiple tiers of passport processing services, each designed to suit different levels of urgency and budget. These options are entirely optional. Standard processing remains available for those who do not require expedited handling or prefer a more budget-conscious route.
  
  Expedited applications, by contrast, involve additional stepssuch as time-sensitive coordination and hand-delivery of documents to passport facilities by our couriers. These added services naturally carry additional costs, clearly outlined before payment is processed. 
  
  Please be aware that before the initial charge is processed, customers are required to:
  
  * Manually enter their payment information.
  * Click Agree to the Terms and Conditions.
  * Click Submit.
  
  Directly below the selections, there is a disclaimer stating: PROCESSING TIMES START ONCE DOCUMENTS ARE RECEIVED and GOVERNMENT FEES ARE NOT INCLUDED. These statements are intentionally visible to ensure customers are informed before proceeding.
  
  As for additional offers, these are entirely optional, not mandatory, and include an option to skip. If charges were processed, it was because you actively authorized them through these steps.
  
  Regarding your one-time PIN (OTP), please note that for security purposes, OTPs are automatically sent via SMS to the phone number provided during account creation. It is highly recommended to register a mobile number, as standard landlines typically do not support text message delivery.
  
  Unless your landline is capable of receiving SMS messageswhich is uncommonthis may explain the difficulty in receiving your login code.
  
  Nevertheless, we take customer concerns seriously, but we also value clarity and fairness. The steps you took were deliberate, and we trust this explanation clears up any confusion. Despite your request being ineligible under our refund policy, we processed full refunds as a courtesy. Here is the breakdown: 
  
  * Partial Annual Subscription Refunded March 21st - $60
  * Full Refund Passport Express (Guaranteed 2 Weeks) Refunded April 9th - $497
  * Full Refund Government fees with 1-3 days Shipping - April 9th - $211.36
  * Full Refund TSA Discounted $20 OFF offer April 9th - $77
  * Partial Annual Subscription Refunded April 10th - $59.88
  
  Our goal is to serve and retain customers who understand and appreciate the value of the services we provide. We trust this resolves the matter. We consider this closed. 
  
  

  Customer Answer

  Date: 04/23/2025

   
  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:04/08/2025

  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.

  GovPlus collected both $97 and $51.52 from me on 3/28, and never provided the service promised.

  Business Response

  Date: 04/14/2025

  Dear Dough ********
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and would like to take this opportunity to clarify a few key details regarding your TSA PreCheck application.
  
  You submitted your application on March 27th, and shortly thereafter, we sent you an email requesting your top three preferred dates and times for the mandatory in-person appointment. Unfortunately, we did not receive a response.
  
  On April 2nd, you reached out to us multiple times via live chat. However, in each instance, you exited the conversation before a representative could assist you. In one session, a representative had already joined and attempted to respond, but again, there was no reply from your end.
  
  Despite this, we proceeded to assist you proactively. On April 3rd, we emailed you a confirmed appointment for your preferred schedule: April 8th at 10:20 AM at ********************************************************************************. For good measure, we re-sent the appointment details on April 7th.
  
  Then, on April 8th, after attending the appointment we scheduled for you and after your eligibility review had already been initiated, you reached out to request a refund.
  
  While the service was clearly renderedincluding coordination, communication and appointment bookingour representative ***** still processed a full refund of your GOV+ one-time fee and canceled your subscription. Confirmation emails were sent to you the same day. We consider this matter closed.