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:05/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to renew my passport with Gov+, paid $97.00 and the application line has suddenly gone silent. I suspect that this is a fraudulent site.

  Business Response

  Date: 05/28/2025

  Dear ***** ****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the matter.
  
  First, GOV+ is not a government agency. We are a legitimate private company registered under state and local laws. Our mission is to assist customers in filing and completing *************************** applications more efficiently. GOV+ is authorized by the ******************* through our subsidiary *********************   so this means we meet strict security and integrity standards set by the *******************. What you paid for was access to our secure platform and guided software, which simplifies the government application process.
  
  You initiated a request for a New Passport application on May 16th; however, the application was never completed. Please note that submitting a passport application involves more than entering basic personal information such as your name, date of birth, and address. Our platform guides applicants through a structured process that includes completing a questionnaire to the best of their knowledge, uploading the required documents, and submitting a compliant passport photo.
  
  Customers are also given the option to either pay government fees through usso we can issue checks to the Department of State on your behalfor to handle those payments independently. In your case, you did not proceed to these steps, and no additional actions were taken to complete the submission. As a result, your application remains incomplete, and we are unable to move forward until all required information and documents are provided.
  
  We also 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, the only communication we received was regarding completing your applicationwithout the required documents on your end. Unfortunately, we cannot proceed without your proof of identification, proof of citizenship, and a compliant passport photo. These are mandatory requirements that only you, as the applicant, can provide. Without them, no passport application can be completed, by us or anyone else.
  
  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, given the nature of your complaint, it appears that may not be the case here. 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 now consider this matter closed, and we sincerely wish you the best in completing your passport application through whichever method you feel most comfortable with.
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ****************, I ordered my birth certificate through Gov+ thinking it was a government website . After submitted the application and paying the fee, I realized it was a third party website. The website itself is very misleading. I knew I over paid but gave this website the benefit of the doubt. It is now almost June and I still have not received my birth certificate. I called NY vital statistics and they have no record of me requesting a birth cerficate through Gov+ and I also provided them a tracking number I was provided from Gov+ . Tracking number ********************** I have called Gov+ numerous times and they keep telling me dont worry youll receive it. Im in desperate need of it to get a passport. I ended up ordering a new one through vital statistics and paid $60 , it shows my application is complete and I received notification that I will receive it in a few weeks. I am requesting a refund from Gov+ because they have done nothing for me but waste my time.

  Business Response

  Date: 05/28/2025

  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+.
  
  Our records indicate that you submitted your application on February 19th, and it was completed and mailed by February 21st. The package was delivered to the ***********************************, Bureau of Vital Records Certification **************************************** on March 3rd, as confirmed by **** tracking number #**********************.
  
  As stated on the ************************************ website, mail-in applications typically require approximately12 weeks for processing from the date of receipt.
  
  11. Application Submission?
  
  Any application completed by you on the Service will be submitted by us either electronically or by mail or fax to the applicable governmental agency. EIN PLUS is not responsible for the actual issuing of documents from the applicable government agency. You agree that we are not liable if you do not receive your documents from the corresponding government agency. We are not responsible for government agency operations in any respects, including but not limited to losing the application form, government shutdowns, any act of force majeure or unforeseen circumstances out of our control.
  
  While we regret that your experience did not meet your expectations, please know that GOV+ fulfilled its service obligation in good faith and as agreed. That said, as a gesture of goodwill, and despite this matter being outside our control, we have processed a full refund of our one-time service fee of $67. Please allow 3-5 business days for the refund to be posted back to the original payment method as bank processing times vary. A refund confirmation email has been sent as well. 
  
  Please note that the $30 government fee paid was issued via check to the ********************, as part of your application. Since that payment was forwarded directly to the state, any refund of that amount would require investigation and confirmation from the issuing agency that it has not been used. we will reach out to you via phone call or email once we get an update. 
  
  We appreciate your understanding and hope this response provides clarity on the matter. 
  
  

  Customer Answer

  Date: 05/28/2025

  I received an email for a refund of ***** but I would also like to receive a refund for the service fee 30$.   I did more work than they had to do by contacting them numerous times inquiring about my birth certificate and having to call NY state vital stats asking if they received it. Gov+ states that they fix any errors with your application but honestly , I just needed confirmation of the birth certificate and they couldnt do that for me. Thank you BBB for your help.

  Customer Answer

  Date: 05/29/2025

  I will settle with the refund of $67.   Thank you BBB for your assistance with this matter! 

  Business Response

  Date: 06/02/2025

  Thank you for your patience while we completed our investigation.
  
  We have confirmed that the $30 check issued for your birth certificate request was not utilized by the issuing agency. As a result, we have processed a refund today, June 2nd.
  
  Please allow 35 business days for the amount to reflect on your original payment method, as processing times may vary depending on your financial institution. A confirmation email has also been sent to your inbox for your records.
  
  We now consider this matter resolved. Should you have any further questions, feel free to reach out.

  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  Or give us a call at **************. Our phone support  is here Monday to Friday, 8 AM to 11 PM EST, and on weekends from 11 AM to 8 PM EST.

   

  Business Response

  Date: 06/02/2025

  Dear ****** *******, 
  
  You were issued full a refund. $67 on May 28. And the government fee of $30, today, June 2nd.

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/22/2025

  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.

  Falsely indicated this was a viable application for a passport. I am within the 7 days for buyers remorse. Also, this website was not clear about their fees, added separate charges that were not indicated in the original one. At this point, I cant even determine what they are selling. What a misleading website!

  Business Response

  Date: 05/23/2025

  Dear ******* ******,
  
  We acknowledge receipt of your complaint submitted through the BBB and appreciate the opportunity to address your concerns and provide clarification. 
  
  GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards. Please understand that despite your application being with the 7day eligibility period, it was already undergoing the review process. We cannot approve or process an application that does not meet these requirements, whether due to non-compliant photos, incomplete information, or insufficient documentation, as this would likely lead to rejection by a passport processing agent. Our goal is to help applicants ensure a smooth process. 
  As stated in Section 10 of our Terms and Conditions:
  
  "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."
  
  Regarding the fees, the $67 chargeyou were never misled. Before the payment was processed, you were required to:
  
  1. Manually enter your payment information.
  2. Click Agree to the Terms and Conditions.
  3. Actively click Submit.
  
  Directly below the total amount, there is a clearly visible disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This is intentionally highlighted to ensure full transparency before proceeding. Customers are notified to settle the mandatory government fee, so the application can undergo review, which you have.
  
  As for any additional charges, these are offers or additional services and are entirely optional. They are not required to use our service, and at no point are customers obligated to accept them. In fact, each offer clearly includes an option to ***** If a charge was processed, it is because the user actively authorized it by proceeding through each confirmation step and clicking Submit. or I authorize 
  
  We understand that our services may not be the right fit for everyone. We are focused on serving customers who value professional assistance and are willing to engage in the process. That said, your refunds have been processed in full. Please allow 35 business days for the refund to appear on your original payment method, as processing times may vary depending on your financial institution. Refund confirmation emails have also been sent for your records.
  Your request to have your account and associated information deleted has been submitted to our tech team. At this point, no further action is required, and we consider this matter closed.
  
  Please see attached files for your review. 
  
  

  Customer Answer

  Date: 06/07/2025

   
  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:05/22/2025

  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 03/05/2025 i used the Gov+ website to apply for an expedited passport renewal. They charged me $497 for their services and $211 for the department of state to expedite the renewal. Their website dashboard clearly states that if there were any issues they would take care of them. so far according to the dashboard on their site my application has been processing for almost 3 months now. ive contacted them several times and they have agreed that i properly completed the tasks on my end and that they would "check with their courier" and get back to me with what the hold up is. i am still waiting to hear back 2 weeks later. It appears to me that i am going to have to report my passport lost and reapply. the only service they have rendered to me is losing my passport.

  Business Response

  Date: 05/27/2025

  Dear *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We regret that your experience did not meet expectations. However, we would like to clarify that the delay in processing your application was not due to a lost passport, but rather because your DS-82 form was submitted without a signaturean essential requirement for submission.
  
  On May 23rd, we sent you an email with a new DS-82 form attached, along with clear instructions on how to proceed. We also attempted to reach you by phone on May 25th and left a voicemail in case the timing of the call was inconvenient. As of this response, we have not received a reply to either outreach.
  
  While the delay resulted from an incomplete form on your part, we still issued a $100 refund as a courtesy. 
  
  We hope this clarifies the matter. Should you have any further questions or require assistance, our team is always available to support you. Please use the email thread and look for our representative ******* or *****.  
  
  
  

  Customer Answer

  Date: 05/29/2025

   
  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:05/22/2025

  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.

  Claim from them was that for 97 dollars I could get a passport. Too good to be true. Turns out it was very deceptive. They make you pay the 97 dollars, and then tell you it's to utilize their "software" to fill out a simple passport application. Then charge you the full government fee of ****** for the passport and then give you the run around and never provide anything. I have also disputed charges with my *********** Super deceptive business practices on the verge of flat out fraud.

  Customer Answer

  Date: 05/22/2025

  I was finally able to get in touch with them and did get a refund. They have some seriously shady business practices, and I would discourage anyone from using their website for anything at all. 

  Business Response

  Date: 05/27/2025

  Dear ********* ******, 
  
  Thank you for your feedback submitted through the Better Business Bureau. We appreciate the opportunity to clarify a few important points regarding your experience.
  
  On May 12th, you submitted a new passport application through our platform and paid the one-time service fee of $97. Please note that this process involved confirmation on your end, including entering your payment information, agreeing to our Terms and Conditions, and clicking Submit.
  
  Just below the service fee options displayed, it states: GOVERNMENT FEES ARE NOT INCLUDED. This notice is intentionally placed so that customers are fully informed before continuing. Government fees, as the name suggests, are paid directly to the government.
  
  As for processing times, we want to emphasize that you selected standard processing, which is fulfilled in the order applications are received. We do offer expedited and premium services for customers needing faster handlingthese include additional support and prioritized processing, which many find worthwhile given the volume of applications we assist with daily.
  
  We value our customers and intend to serve those who understand and appreciate the value of our services. Given the nature of your complaint, your application was cancelled and you were issued a full refund on May 22nd despite 7 day refund eligibility.  Refund confirmation emails were sent as well. We consider this matter closed
  
  

• Initial Complaint

  Date:05/21/2025

  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 created my GOV+ account on 5/17/2025. I created my account because they made me believe that they are a government agency handling *** *** . I was looking for when my *** expiration date was. Once I created my account I realized to access any service or to get information about my *** I had to subscribe to the particular service and pay for it. My further research showed they do provide a legitimate service, but making me believe they were a Gov agency or affiliated with one I believe is a Scam to force you to pay for their service. On 5/17/2025, minutes after I created my account, I asked for my account to be deleted along with all my personal information. Their AI assistant is terrible and there is no obvious way to speak to someone. On 5/21/2025 I have again request my account to be deleted with all of my personal information. Their AI assistance spins and spins and you have to wait several minutes for it to finally respond. They make if very difficult for you to delete your account.

  Business Response

  Date: 05/22/2025

  Dear ***** ******,
  
  First and foremost, GOV+ is not a government agency nor have we ever claimed to be.
  
  In fact, our homepage clearly states: NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. This statement is displayed, not hidden in fine print or buried in legal jargon. Any assumptions to the contrary likely stem from overlooking or choosing to ignore the readily available information.
  
  Our Terms of Service, disclaimers, and product descriptions are publicly accessible on our website. Participation in our services, including optional subscription offers, is entirely voluntary.
  
  We aim to retain customers who value transparency and appreciate the convenience, structure, and support that our platform provides.
  
  We trust this clarifies any confusion. In the future, we recommend taking a moment to fully review the services being purchased before escalating matters publicly.
  
  Your request has been fulfilled, we consider this matter closed.

  Customer Answer

  Date: 05/23/2025

   
  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. Had the company fulfilled my request when initially submitted, I wouldn't have needed to contact the BBB. I am very appreciative that the BBB was able to get the company to resolve the issue so quickly, which they didn't do when I contacted the company directly thru their process. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been ill for 9 months. I was in the process of trying to renew my expired Passport. I am disabled and have trouble doing things. I haven't been able to walk at all. I was hoping to take a cruise with my friends. I started my application with GOV + the process was daunting. I paid ALL my fees. As I continued to get my papers in order. When I found out I needed a current ID/ Driver's license. I contacted the company and explained my situation. I told them My Daughter found and bought a specialized chair that would pick me up and allow me to go to the *** to get my new license. I needed to get current documents in order to finish my Passport Application. I contacted the company several times explaining my progress. I only got a response from an A1 BOT. The Bot said my information would be given to the Humans. When I got nothing I attempted to ask the Humans to call me. I wanted to talk to them because at every turn the Humans demanded more money. They blocked my ability to finish my Passport. I again and again tried to get a human to actually call me. They would not. Then I was told that to complete my Passport I would have to pay Again the price I paid in the beginning. I don't have a lot of money. I'm living on my Social Security small check every month. I don't understand. This company has done nothing to help me. The only thing they said in a text was PAY THE ****** plus some other amount then they would complete my Passport Application. I was angry, I was dubbed into wanting this Passport only to have these people disregard me and my disability. I already had paid ALL my fees. But was told they would NOT do anything unless I paid the same price I had just paid. This company should be put out of business. I am not going to be able to go because of these people. It's not that hard to pick up the phone to CALL ME. But their fingers are so busy counting the money they DON'T CARE About a DISABLED 70 year woman who came to you for help. SHAME ON YOU!!!!!!

  Business Response

  Date: 05/23/2025

  Dear ******** ******,
  
  We acknowledge receipt of your complaint submitted through the BBB and appreciate the opportunity to address your concerns. We have attempted to reach out to you via phone call, however you rejected our call twice. We also sent you an email to offer a resolution. Please check the email sent by our representative ******* and use that email thread so we can assist you further. 
  
  

  Customer Answer

  Date: 05/28/2025

  Hello Thank You for trying to help me with this Gov+ company. However their reply to me is unacceptable, they don't tell the truth about the cost they are going to charge people. 
  I would never contacted this company if I had been told the truth in the beginning about what the cost really was. 
  I begged for them to contact me and explain the charges, but they never would. I am very depressed that because of this company I have missed my opportunity to go on this trip. I was charged again for for ***** on 5/19/25. These charges were never explained to me as to what that was for. 
  I want a full refund from this company. I can assure you I will never do ANY business with this company again. 
  Please get my money back. 
  Sincerely,
  ******** George 
  ************

  Customer Answer

  Date: 05/28/2025

  More saw your note. I did not see ANY additional information. 
  During this process I have not been available. I've lost my opportunity to go on the cruise ship and since I was given no CLEAR Pricing, with NO actual human contact even though I begged for a HUMAN to call me, you never did until I contacted the BBB. 
  I no longer want to proceed with my application. 
  I want you to delete ALL my INFORMATION and process a full and complete refund. 
  I would like you to be more available and ABSOLUTELY CLEAR on your prices. It's not right for you to take advantage of people like me. I still have no real idea of the items I paid for including the last demand of $14.99 on 05/19/25 with NO EXPLANATION of what that money was for. 
  You BLOCK the process by demanding money with no explanation as to why or what we are paying for. 
  
  
  Please REFUND ALL MY MONEY and DELETE ALL MY INFORMATION in your system.
  
  
  ******** George ...

  Business Response

  Date: 05/29/2025

  Dear ******** ******, 
  
  You were already refunded in full yesterday, May 28th. You may check your email for refund confirmation. Your account and all your information were also deleted. The file attached were taken before information deletion. 

• Initial Complaint

  Date:05/21/2025

  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 sent an email to Govplus after receiving the paperwork from them to renew my passport. I reviewed the paperwork and noticed that the address was wrong on one page and my name was wrong on both. I informed them in the email of this. I never received a response. Unfortunately my health has been extremely poor and I have been hospitalized several times. I attempted to follow up with them. I also noticed that the two checks that they provided, one for $190 and one for $35 are expired. When I call the phone number provided it says that no one is available to take my call. So Ive paid for useless paperwork and Im out over an additional $200. Plus the paperwork they provided was not the proper paperwork for a passport renewal but rather a new passport. Please help me. I live on only my SS of less than $1000 a month. This isnt fair.

  Business Response

  Date: 05/23/2025

  Hello *******, 
  
  We acknowledge receipt of your complaint submitted through the BBB and appreciate the opportunity to address your concerns. We have attempted to reach out to you via phone call, however the timing could have been inconvenient so we left you a voice message. We also sent you an email to offer a resolution. Please check the email sent by our representative ******* and use that email thread so we can assist you further. 

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a passport renewal on 2-6-25 using website Gov+ thinking it was an approved government site. I paid an application fee $67 and processing fee $130. It has been a few months and I still haven't received a package. I haven't been able to talk with a representative with the company only online chats. I feel as if I am getting a huge runaround with no resolution. I have chatted at least 3 times uploading several pictures. On 5-18-25, I was advised by **** an package would be sent within 24 hours and I would receive a tracking number. As of 5-21-25 I sent another chat and nothing has been done and that representative said they needed more information. This has been extremely frustrating. The company has never contacted me whenever there has been an issue. At this point, I would like a full refund of the total fees.

  Business Response

  Date: 05/23/2025

  Dear ****, 
  
  Thank you again for taking the time to speak with us.
  
  Were sorry to hear that your experience didnt meet expectations and sincerely apologize for the inconvenience you experienced with your passport application. We previously conducted system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance, and we regret any disruption this may have caused.
  
  Your application package remained with us and was not completed due to an issue with the passport photos provided. Please know that if you decide to move forward in the future, youre always welcome to submit a new application. Should you need assistance, feel free to reach out directly through the email thread sent by our representative, *******.
  
  Weve gone ahead and canceled your current application, and full refunds have been issued. For your reference, the same receipts sent with your refund confirmation email are attached for your review.
  
  We truly appreciate your time and cooperation, and we hope to support you again in the future.
  
  

  Customer Answer

  Date: 05/24/2025

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

• Initial Complaint

  Date:05/19/2025

  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.

  In January of this year I was led to believe that Govplus could renew my TSA precheck. However the *** told me that only agents with ***** or a .gov. address could do the renewal so since govplus has a .com address it is not authorized to do so. They charged me three times for services that they could not provide at $97 per. I am seeking a refund. This complaint also applies to Discover Card who refused to grant me a refund despite evidence. I have since gotten a refund of $97 from govplus but they still owe me the balance.

  Business Response

  Date: 05/21/2025

  Dear ***** *******, 
  
  We attempted to reach you at ************** yesterday, May 20th, but our call was routed to voicemail. As mentioned in the message we left, were following up regarding your refund for the *** PreCheck renewal application.
  
  It appears that one of the two $97 refunds did not go through due to the dispute you filed. We processed both refunds and one went through and the other was rejected due to your dispute. We would be happy to reprocess the refund. Before that, we highly suggest you contact your bank to ensure that they will not reject the refund before we process it. This is why we discourage individuals filing disputes without contacting the businesses first.
  
  Regarding the individual you spoke with at ******, please be aware that these personnel are not government employees. ****** is a third-party contractor hired by the *** to conduct interviews, and they operate multiple appointment facilities. However, the fact remains: they are not government officials. It is not surprising that they may be unfamiliar with GovPlus, but a lack of awareness does not equate to illegitimacy.
  
  For clarity, GOVPLUS is a fully legitimate and registered private company operating under state and local laws. Our website explicitly states that we are not affiliated with any government agency. We provide a transparent breakdown of our services and fees, which include identity and document protection, automatic renewals for time-sensitive documents, and more. *** PreCheck is just one of the many services we offer.

  After speaking with your bank, please reply to the email we sent so we can further assist you.

  
  

  Customer Answer

  Date: 05/22/2025

   
  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,
  
  ***** *******