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:05/08/2025

  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.

  4/22/25 I started the process to get a passport using Gov plus platform. $262 was taken from my account that day. All documents submitted and approved. My photo was submitted and declined. Submitted and declined. Every time added three more days to process. I went to the *** authorized passport photo lab (as Ive done multiple times) and had two passport photos made, paid extra for them to send me a digital copy so it would be easy to upload to Gov plus. I uploaded that photo 4/30/25. The site says it is approved in three business days. As of today, no communication to me at all. I did chat ( which I have screen shots of) telling me that professional photos are not always good. I dont believe this for a second. I use them every other year for my nursing license. I requested them stop the process since nothing has been done other than me submitting all of my private information. Birth certificate, drivers license and social security. And taking my money. I feel this is a scam company making $262 off people, denying the photos and making absolutely impossible to speak to any one.

  Business Response

  Date: 05/08/2025

  Dear ****** ****** ******,
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  To be clear, GOV+ is a private company, authorized by the ******************* through our subsidiary ********************* and operates under strict security and integrity standards set by the agency. As such, we cannot approve or process an application that does not meet these standards, as it would likely result in rejection by a passport processing agent. 
  
  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. Each agency has its own criteria for photo acceptance. For example, a photo that may be acceptable for a nursing license or DMV in one state may not meet the federal standards required for a U.S. passport.
  
  Additionally, photo requirements do not apply universally across all government services. For instance, we also assist with Social Security Card applications, customers are not required to upload a photoonly the necessary evidentiary documents.
  
  We hope this clarifies the matter.
  
  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, $262, today, May 8th Please allow 3-5 business days for the refunded amount to reflect in your original payment method, as processing times may vary depending on your financial institution. Refund confirmation emails have been sent and successfully delivered. We appreciate your understanding.
  
  

  Customer Answer

  Date: 05/09/2025

  I am pleased that a refund is being issued. My biggest complaint is I used an authorized passport photo location that takes thousands of of photos. I have to submit a passport for my nursing license and have never had an issue. I paid extra for a digital photo to be sent via e-mail to ensure no shadowing would occur, my posture and face were correct and it would be directly uploaded. Then someone tells me professionals make mistakes. I find this difficult to believe.

• Initial Complaint

  Date:05/05/2025

  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 thinking it was the goverment website. Gov+ application 1/3/2025 passport fee $130 appilation fee $67. After 5 months. of waiting still no passport. 5 passport pictures returned they did not pass. Gov + never sent a message telling me the picture rejected. I had to email every time I resent the new picture to see if it was accepted. Gov+ website is not user friendly. I would like a refund.

  Business Response

  Date: 05/08/2025

  Dear *******,
  
  We are so sorry that you did not have an optimal  experience. Your application was stuck  under review due to ongoing issues with the passport photo you submitted. As you mentioned, this has been a persistent challenge. We understand that you pursued your application independently and to make this right, your application was cancelled and you were issued full refunds on May 6th totalling to $197. Please allow 3-5 business days for the refunded amount to reflect in your original payment method, as processing times may vary depending on your financial institution. Refund confirmation email has been sent and successfully delivered.

  Customer Answer

  Date: 05/09/2025

   
  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:05/05/2025

  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.

  I applied for a Birth Certificate back in March, paid $87 in total and still don't have it from their application process. Ordered one online from PA.Gov and had it within 6 days, contacted Gov+ support chat and was given zero answers to my inquiries and then told that I may call them with any additional questions. Their website doesn't include a process or even a credible tracking matrix to know when to expect anything. The kicker is that if I were to pay extra, they could guarantee faster delivery of my BC which seems extremely shady. Everyone needs to know how this company operates and that you will pay 3 times more for what you need and that it will take 8 times slower.

  Business Response

  Date: 05/08/2025

  Dear ****** ********,
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond. We're sorry to hear there was some confusion regarding the nature of the services we provide.
  
  To clarifyGOV+ is not a government agency, nor do we claim to be. We are a private third-party platform designed to help customers prepare, organize, and submit various government-related applications more efficiently. Your application for a copy of your birth certificate was submitted through this paid service. As with any professional third-party provider, our process involves an internal review before anything is sent to the appropriate government office.
  
  Government agencies are solely responsible for issuing vital records like birth certificates. Our role is to help ensure your application is properly completed and submitted to the correct agency. We encourage you to review our website and terms and conditions carefully to understand the full scope of our services. Transparency has always been a cornerstone of our operations.
  
  You selected our standard service, which is reviewed in the order received. We prioritize expedited and premium applications, as those include fees that cover enhanced processing and support. That said, we handle thousands of applications daily and provide each with the attention it deserves. However, when applications are missing key detailssuch as a missing signature, incomplete birth information, or lack of a verified addressthey cannot proceed. In your case, an email was sent requesting:
  
  1. Your signature
  2. Your mother's maiden name
  
  These are not arbitrary hurdlesthey're required by the government office responsible for issuing your certificate. Until these are provided, the application is held and then re-queued once the missing information is received.
  
  We also want to make it clear that once an application passes review and is mailed to the relevant agency, its processing timeline is entirely under the control of the issuing government office. We do not control how quick or long it takes **** to deliver your application and we do not have control over how quick or long it takes the agency to process and deliver your document. 
  
  Were here to assist, but we also depend on customers to provide complete and accurate information so we can fulfill our part efficiently.
  
  We genuinely value our customers and aim to serve those who understand and appreciate the purpose and convenience of the services we provide. While the service was rendered in full as agreed, we also recognize there may have been a gap in expectations. In good faith, we have processed a full refund of $67 to your original payment method as of May 5th.
  
  However, we are unable to refund the mandatory government fee of $20, as your application was completed on April 24th and was already submitted and delivered to the Division of ************* in **********, ** on May 6th. For your reference, the **** tracking number is 9400 1362 0830 3303 6751 48. Your application is already being processed. Please know that according to the official government website (************************************************************************************************), their processing time for mail applications is 2-3 weeks. Again we do not have control over how fast or how leisurely they process applications. 
  
  Please allow 3-5 business days for the refunded amount to reflect in your original payment method, as processing times may vary depending on your financial institution. Refund confirmation email has been sent and successfully delivered.
  
  We wish you the best moving forward.
  
  

• Initial Complaint

  Date:05/04/2025

  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 paid through this company and it's been well over ******* and I still haven't got my card. So I would like a refund

  Business Response

  Date: 05/05/2025

  Hello, 

  You have reached the wrong company, please take a look at your screenshot. We are not Gov+.  You can contact your bank to get assistance with contacting this company.

  Thank you, 

  Easy Apply Customer Support

  Business Response

  Date: 05/05/2025

  Not our customer. Per the screenshot this customer did business with ********************** not easy apply. We do not charge $67 for our assistance.

  Thank you, 

  Customer Support

  Business Response

  Date: 05/07/2025

  Dear ****** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the matter.
  
  Please note that GOV+ is a private third-party service providerwe do not issue government documents ourselves. What you paid for was access to our secure platform and guided software, which simplifies the government application process.
  
  As clearly stated in our Terms of Use (Section 4, Item 2):
  
  Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications.
  
  You submitted a request for a Social Security Card Replacement on February 5th. The application was reviewed and processed the next day, February 6th, and the completed packageincluding the necessary form, prepaid shipping label, instruction sheet, and return envelopewas delivered to your designated mailing address on February 13th.
  
  As Social Security card replacements can be submitted via mail, this package was prepared to support that method. Should you have preferred to complete the process in person, the address provided on the label is the correct office to contact for an appointment. However, no further steps were taken from your end to complete submission.
  
  Regarding your refund request, please refer to 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....
  
  Your application was reviewed, completed, and a physical package was deliveredthis constitutes full service rendered under our policy. As such, your request falls outside our refund eligibility window.
  
  We trust this provides the clarity needed regarding your service and our terms.
  
  

• Initial Complaint

  Date:05/03/2025

  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 started th passport renewal process back in January. After submitting my payment, info and photo, I received a message stating it was being reviewed. Several days later, I received a message that my photo was not accepted. After re-submitting, it said that my info was "delivered". I inquired after a week of not having received and was told the message was in error and my packet was still being processed. After another several weeks, I inquired again, only to be told my package was not mailed and photo not accepted for the 3rd time. I then went to *** to have them take the photo. Several more days later and me having to reach back out to them, I was told the photo was too dim! So, I spent 2 hours going back and forth with a bot "coaching" me on how to take a new photo. When I asked how long the process would take IF they pushed it through with the photo I know is acceptable, it was upwards of 6 weeks (its already been 13 weeks!). My trip is imminent so I asked to cancel and I'd just file for an emergency passport with the state ***** Now when I reach out the website won't let me log in!! Keeps saying my session is expired!

  Business Response

  Date: 05/07/2025

  Dear Rihana, 
  
  We acknowledge your complaint submitted via the Better Business Bureau. We regret that your experience did not meet your expectations and sincerely apologize for the inconvenience. GOV+ processes thousands of applications daily across a broad range of services. We strive to provide each case with the attention it deserves. To ensure fairness, we prioritize expedited and premium services due to their associated fees for faster handling. 
  
  Applications submitted under the standard one-time GOV+ fee of $67 are reviewed in the order they are received. Please note that although our system accepts photo uploads, each photo is subject to a thorough compliance review. If the photo does not meet the required criteria, the application is returned to the review queue for re-evaluation. Each resubmission resets this review process, which can contribute to extended processing times depending on submission volume and the number of corrections needed.
  
  Regarding the package being delivered, as part of our ongoing system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications that packages were already in transit and delivered 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 photo provided. It was not until May 1st that your application was completed and prepared. It is already in transit with **** tracking **********************. We understand that you have already pursued your application independently and we will be able to refund the full government fee. To initiate this refund, once the package has been delivered, kindly send us two photos of the government-issued checkone intact and one torn in halffor documentation purposes. Please send this to ******************************** with the subject line: BBB #******** - Government fee refund. Once received, we will issue the refund accordingly. 

• Initial Complaint

  Date:05/03/2025

  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.

  I applied for a Passport renewal and paid for it January 3, 2025. On April 3, 2025I received an email that stated allow 3 business days for my customized package to be delivered. On April 7; 2025 I received a email that stated Your customized package was delivered. Follow the instructions inside to continue your passport application. In the package you will find your completed form, passport, photo and detailed step-by-step instruction sheet. Once you follow the instructions in your package, track your application in real time in your dashboard so you never in the dark. There is no account order tracking number or anything, only email correspondence.

  Business Response

  Date: 05/06/2025

  Dear *****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification. 
  
  At GOV+, we process and review thousands of applications daily across multiple services and support channels. We sincerely apologize for the wait. 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.
  
  Once your application entered the review queue, it was flagged for an issue with your passport photo not meeting the required criteria. If any issues arisesuch as an unqualified passport, we will notify the customer and place the application back in the queue. This was communicated to you via email twice and they were successfully delivered. The application will only proceed to review once the necessary corrections have been made and provided. Please know that a replacement photo was not uploaded even at the writing of this response.
  
  Regarding your renewal application package, we had some system upgrades in preparation for new products and services, and a very limited number of applications were affected. Advance notifications were sent, and we regret any disruption this may have caused.
  
  Your application package remained on hold due to an issue with your passport photo. 
  
  Given the nature of your complaint, your application has been cancelled and full refunds were issued today, May 6th, totalling to $197. Refund confirmation emails were sent to you, and we ask that you allow 35 business days for your bank to post the funds, as processing times vary by institution. The request for all your information to be deleted has been submitted as well, please allow ***** hours for it to be processed. We consider this matter closed.
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising 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 had ordered a birth certificate from gov plus on *****************. I paid with ***** $ and another 20$ fee from my Chime debit card. I asked them for a refund after the website dashboard had said processing for a month. They said it was too late for a refund. On March 22nd I received an email saying it had shipped, I still have never received it. I think i was scammed.

  Business Response

  Date: 05/07/2025

  Dear ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and have been trying to reach out to you regarding your birth certificate application. Our attempts to reach out via phone yesterday, May 6th, however, the timing could have been inconvenient to we left you voicemails and sent you emails. Please know that your application was flagged due to your Identification document, which was your drivers license. It was already expired. Please respond to the email thread our representative ******* sent to you so we can assist you accordingly. 

• Initial Complaint

  Date:05/01/2025

  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.

  On January 21, 2025, I submitted an application to get my passport renewed with Gov+ online. I paid $67 for fees and $130 for my passport and was told that it would take ***** weeks to receive my renewed passport. It has been over 12 weeks and I have not received my new passport. I called yesterday to speak with *********** was on hold for over 30 minutes. I sent an email after that and received a reply saying that refunds are only issued up to 7 days after the you submit the application. I didn't need a refund after 7 days because I wanted my passport.

  Business Response

  Date: 05/05/2025

  Dear ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  You filed for your passport renewal application on January 19th. Every application undergoes an initial review, with a minimum processing time of three (3) business days. If any issues are identifiedsuch as unqualified passport photos, incomplete documents, or an unverified addresswe notify the customer promptly with specific instructions for resolution. The application is then returned to the processing queue and subjected to another review once the issue has been addressed.
  
  An email was sent informing you that your passport photo was rejected due to the angle it was taken, picture quality, your facial expression and the attire you were wearing (tube top). This process is in place to ensure accuracy, compliance with federal guidelines, and to help customers avoid rejections. We requested for you to reupload another photo and we included the criteria and instructions. We did not receive a new photo so the application was put on hold. Please note that we cannot process or approve applications containing non-compliant photos, incomplete information, or missing documentation, as doing so would result in rejection by the ********************
  
  Regarding your call experience, we understand your frustration and appreciate your patience. GOV+ processes thousands of applications and assists on thousands of inquiries daily across a broad range of services. We strive to provide each case with the attention it deserves. Please understand that there will be times when you may need to wait your turn, as customers are assisted in the order their inquiries or applications are received. While we strive to support everyone as promptly as possible, we also must ensure fairness by addressing each case with the attention it deserves. We also offer 24/7 support through our live chat and email channels, which often provide quicker resolution for most concerns.
  
  Given the nature of your complaint and the desired settlement you provided, we canceled your application and processed a full refund of $197 on May 2nd. A confirmation was sent to your email, and we ask that you allow 35 business days for your bank to post the funds, as processing times vary by institution.
  
  We consider this matter resolved, but if you still want to file a new renewal application, were happy to help. Please reach out to us directly through the following support channels and ask for *******: 
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  

  You may respond to the email he sent to you last Friday. 

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  Got directed to Gov+ (thought it was affiliated with the government) when trying to renew my TSA precheck. Got suckered into trying to renew my passport. As of today, I don't know if I will actually receive the *** precheck renewal and I asked them to refund the prepayment for the passport application since I don't trust that this is a legitimate company. They overcharge for the services they provide, which is bad, but it is my fault for not being more careful. My real issue is that there is a lot of uncertainty in how they operate. I am not sure if I will actually receive my documents. I had a lot of issue contacting customer service. And they won't issue a refund on the service fee for the passport application that I decided to abandon even before it was filled out. They said because I typed information on their website, it constituted my using their service for the passport application. I want to clarify, although I am upset that I probably will not receive anything I paid for, I only asked for a refund on the abandoned passport application that was not submitted. I prepaid because I thought I was going to use them for that service, but decided against it. Be warned that you will pay the full price for the processing for all services but an addition $57, at least, for every application you start! In my opinion, find another company to do business with. I can't stress this enough, DO NOT GIVE GOV+ BUSINESS!

  Business Response

  Date: 05/05/2025

  Dear ****** *********,
  
  We acknowledge your complaint via the BBB. Please be assured that GOV+ does not overcharge for the services we provide. We are a paid third-party service providernot a government agencyand as such, each service comes with an associated fee, clearly disclosed before payment is submitted.
  
  Customers always have the option to apply directly through official government channels at no additional cost, should they prefer a more budget-conscious route. What GOV+ offers is a streamlined experience that consolidates multiple application processes into one convenient platformeliminating the need to navigate multiple websites or interpret complex government forms on your own. We understand our service may not be for everyone, but we are transparent about what we offer and what it costs. Please note that discount offers or additional services 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 skip. If a charge was processed, it is because you actively authorized it by proceeding through each confirmation step and clicking
  
  We would also like to clarify that GOV+ provides support with the preparation and submission of government-related applications; however, we do not issue government documents ourselves.
  
  We have two support channels that operate 24/7, 365 days, and long business hours for phone support (8AM til 11PM Eastern on weekdays and 11AM to 8PM on weekends). We process thousands of applications each day across a wide range of services. While we strive to give every customer the attention they deserve, we must also maintain operational fairness and efficiency. Expedited and premium services, which include additional fees for faster processing, are prioritized accordingly.
  
  Passport applications submitted under the standard one-time GOV+ fee of $57 are reviewed in the order they are received. If the dashboard is not showing progress, it's typically due to an incomplete submission, missing required documents (such as a compliant passport photo, identity or citizenship documents), or pending customer action. Notifications are sent via email, and unfortunately, delays often occur when those steps are overlooked. Depending on submission volume and the number of corrections needed, the application will be on hold. This process is in place to ensure accuracy, compliance with federal guidelines, and to help customers avoid rejections at the *************************** level.
  
  As for your refund, you filed your applications on April 16th. You reached out to request for a refund on April 30th. Just to let you know:
  
  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."
  
  Your request was already beyond 7days. 
  
  Given the nature of your complaint, it seems that the convenience and benefits of our services were either overlooked, misunderstoodor simply not appreciated. Nevertheless, despite the request being past the 7 day eligibility period, you were already issued a full refund for your passport application on May 1st. A refund confirmation email was also sent, and we can confirm it was successfully delivered. Allow 3-5 business days for the refund to be posted back to your original mode of payment as bank processing times vary. Your *** PreCheck renewal is already being reviewed by the agency. It takes 3-5 days for you to receive a notification, however it could take up to 60 days depending on the **** volume or your eligibility status. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/21/2025

   
  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. They did send the refund that I had asked for. Although, I still do not recommend this business, I am satisfied with the resolution we were able to come to. I had also used their site for another service that hasn't been completed yet. I will wait for a few more weeks to see if they actually will deliver on their stated service promises. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/30/2025

  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 started this process thinking it would be easier than the normal route. On April 1ST, I paid the fee, sent two photos, which were rejected. Then I had a passport photo taken at ********* and sent that via email. I got an email saying I can use that photo.Since I inquired about a passport card, which I found out they dont provide, I have sent numerous emails wanting a refund because a passport without the card does me no good. I have asked for a refund repeatedly and gotten no response, none.I have repeatedly tried to call customer support, but the wait time is so long that it is totally unreasonable. Never have I dealt with customer service this awful. No response!I cant believe this is a legitimate company, especially after reading the other complaints. My renewal is still at 50%, and I have been told there is a three-day review, and then the documents will be sent. Nothing seems to happen, so frustrating!

  Business Response

  Date: 05/05/2025

  Dear ******** ******, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  To begin, wed like to address a key point: nowhere on our website do we advertise or offer passport cards as part of our services. We make every effort to present accurate, transparent information, and our available service options are clearly outlined throughout the application process.
  
  We also want to affirm that GOV+ is a legitimate, registered private company operating under all applicable state and local regulations. Through our subsidiary, *********************, we are authorized to assist customers with passport application preparation and submission. Our operations follow strict security and regulatory standards.
  
  Regarding your specific case:
  You submitted your application on February 14th, and the required government fee was paid on April 10th. Please note that applications cannot advance to the formal review stage until this mandatory fee is settled. Once your application entered the review queue, it was flagged for an issue with your passport photo not meeting the required criteria. This was communicated to you via email on April 12th. A replacement photo was not uploaded until April 16th, and unfortunately, that submission was also non-compliant.
  
  The passport photo standards are set by the ************************. As a service provider, we are obligated to ensure full compliance with these federal requirements to avoid unnecessary rejections or delays. We are unable to proceed with applications that contain unqualified photos or incomplete documentation. A compliant photo was eventually submitted on April 22nd, which coincides with the time you inquired about the passport card.
  
  Regarding your call experience, we understand your frustration and appreciate your patience. GOV+ processes thousands of applications daily across a broad range of services. We strive to provide each case with the attention it deserves. While we prioritize expedited and premium services due to their associated fees for faster handling, we also maintain 24/7 live chat and email support, which many customers find more responsive. As you experienced, our representatives ***** and ***** assisted you through emails during the course of your application.
  
  While your request did not qualify for a full refund under our Refund Policy (see Section 10 of our Terms and Conditions), we still processed a full refund of $197 as a courtesy when your application was canceled on May 1st. Confirmation emails were , and we ask that you allow 35 business days for your bank to post the funds, as processing times vary by institution.
  
  At GOV+, we aim to serve customers who value convenience, accuracy, and guided support. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  ******** ******