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:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 17, 2025 I paid $246.00 for my passport renewal online and as of this date I have just received emails stating that my picture is not passing their standards and I went ti ********* and took a passport photo and sent that one and my application status still states processing and it takes 3 days to process photo. I last submitted a new photo on July 2, 2025 and it still reads the same on my dashboard on the GOV+ website when I sign in. I have reached out and have only received generated emails back. I just want a refund.

  Business Response

  Date: 08/31/2025

  Dear ***** **** *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We regret that your experience did not meet your expectations and understand that delays with passport applications can be concerning, especially when time-sensitive.
  
  Your application was placed on hold due to rejected passport photos. GOV+ strictly follows the ************************* compliance standards, which include requirements for sizing , quality, lighting, and facial positioning. If a photo fails to meet these standards, it cannot be accepted for submission. These requirements are set by the *******************, not GOV+. While the system initially accepts photos based on technical criteria such as file size and format, a compliance review is always conducted to ensure adherence to federal standards. In your case, your photo submissions did not meet these requirements.
  

  Our processing speed is directly tied to how quickly customers provide complete and compliant information. Delays occur when instructions are disregarded or when required materials are not submitted.
  
  Given that your stated resolution is a refund, despite our 7 day refund policy, we have processed a full refund and canceled your application. This was communicated to you by our manager, *****, during your phone conversation on August 25th. A refund confirmation email was also sent for your reference. We consider this matter closed.
  

  
  

  Customer Answer

  Date: 09/02/2025

  I received my refund and you may close the complaint now.

  Customer Answer

  Date: 09/02/2025

  I received my refund. So the case can be closed out.

• Initial Complaint

  Date:08/17/2025

  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 applied for a passport renewal in May and I have not received any progress to get the passport yet. Their only response is AI generic answers that don't relate to the problem. No help in getting the renewal.

  Business Response

  Date: 08/29/2025

  Dear *** *********, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond to your concerns.
  
  You submitted a new standard passport application on May 22. During the review process, we noticed that you had uploaded a photo of your existing passport as proof of citizenship. Since that passport was still valid for renewal, we reached out by email to confirm whether you had intended to apply for a new passport or whether your existing one had been lost or damaged.
  
  As reflected in your recent conversation with our representative *******, your application was canceled and a full refund was issued on August 19. We consider this matter closed. You may reapply at your convenience by selecting the correct type of application.
  
  

• Initial Complaint

  Date:08/15/2025

  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 for a passport with Gov+ and paid all fees six months ago. They asked that I resubmit my picture, which I did. I have been sending messages, but still no passport. Now, they want me to pay more money, just to find out why I dont have a passport. I need help because I am planning a foreign trip.

  Business Response

  Date: 08/27/2025

  Dear ***** ****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that your application was on hold due to your passport photos, which did not meet the qualifications.  Passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level. 
  
  Your application has already been completed and is just awaiting **** pick up. You may track the shipment status anytime by logging into your GOV+ account. For any further assistance, please feel free to reach out directly to our manager, *****, using the existing email thread with him.
  
  We are grateful for your patience and understanding, and we truly value the opportunity to serve you.
  
  

• Initial Complaint

  Date:08/14/2025

  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.

  We have been trying to get a passport for two weeks now. We have spent $262 and were told we needed a better picture. We have taken better pictures. We are consistently unable to even access our account. Other times were on the dashboard and there's no "upload" button for the picture. There is also no phone number to call. We have made 18 attempts to gain clarity on what we need to do and get this resolved. Emails that we have sent are sometimes returned but not helpful. At this point they either allow us to upload the photo and finish the job or we would like our money back and we will go to the government office. I'm very disheartened to see that there's over 500 complaints with this company. Thank you so much for what you do!

  Business Response

  Date: 08/27/2025

  Dear *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level.
  
  Regarding our contact information - its on the website. All users can access it by clicking the Contact us tab. 
  
  Finally, we appreciate you sharing your concern about the complaints, though wed like to put the 500 complaints figure into context. GOV+ has served hundreds of thousands of customers nationwide over the past three years. Out of that volume, roughly 500 complaints represents well under one percent of total transactionsa ratio that most companies handling sensitive, high-volume government-related applications would consider enviably low.
  
  Its worth noting that many of these complaints are repetitive in nature (for example, confusion between GOV+ and the actual government), and most are resolved with clarification and, often, refundseven in cases where no refund was technically due. In fact, we also have thousands of positive reviews and successful applications that far outweigh the handful of negative ones youve chosen to focus on.
  
  So while we understand how 500 complaints may sound concerning at first glance, when viewed in proportion, its less an indictment of our legitimacy and more a reflection of the scale of our operationsand of the fact that not every customer reads all the information presented before purchasing.
  
  We remain committed to improving the experience for all customers and continuing to serve the overwhelming majority who understand, value, and appreciate what our platform offers.
  
  Your application has been completed and your package has been successfully delivered on August 25th #**********************. You may reach out to us if you need more assistance. We consider this matter closed. 

• Initial Complaint

  Date:08/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided GOV+ with my credit card information last August when I needed a copy of my birth certificate. I probably should have requested a copy directly from the state website, but I received the document okay. My complaint is that GOV+ used my credit card to make unauthorized charges, and they cannot explain why they were making charges for renewal of an annual subscription. I did not purchase a first subscription, so renewal is absurd. They could not charge the renewal, because my account was closed, but they must refund the original charge because I never authorized it.

  Business Response

  Date: 08/25/2025

  Dear **** A ******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  On August 8, 2024, you filed for a copy of your birth certificate using our platform and were offered the ****** to enroll in GOV+ Premium Annual. Please know that GOV+ offers ******al add-ons for customers who want enhanced convenience, additional features, and faster support. These are not mandatory and are always presented transparently as ******al. Customers who prefer not to use them are free to continue with only the base service. A skip ****** is available at every stage, allowing applicants to proceed with just their intended application without enrolling in any add-ons. We regret that this ****** may have been overlooked in your case.
  
  Although your transaction was not eligible for a refund, as stated in our refund policy, our manager ***** authorized a $50 courtesy refund on August 18, 2025. A refund confirmation email was sent the following day, confirming that the refund was successfully processed on your end. Please know that your information has been deleted as well, per your request
  
  We hope this provides clarity regarding your experience and sincerely appreciate the time you took to answer our call.  We consider this matter closed.
  
  

  Customer Answer

  Date: 08/28/2025

   
  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,
  
  **** A ******

  Customer Answer

  Date: 08/28/2025

  The complaint is resolved.

• Initial Complaint

  Date:08/13/2025

  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 used the services of GOV Plus to renew my wife's (***** *******) passport. I filled in all the information indicated on their form and paid all the fees including for expedited service. The order was made on 07/05/2025 and involved several individual fees totaling $303.00. I have no reived any feedback from GOV Plus and no passport. I expect a full refund due to non-performance of their obligations. I have attached a screen capture of the payments I made for their services.

  Business Response

  Date: 08/25/2025

  Dear ***** and ****, 
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that passport photo standards are not set by GOV+ but by the ************************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level.
  
  We also want to express our genuine gratitude for taking the time to speak with us so we could move your application forward. Your application kit has been prepared and is awaiting pickup by **** (Tracking Number: **********************) and may already be in transit. Please be aware that **** tracking updates are not always immediatescans and updates may be delayed  even when packages are en route. You may also view the tracking status directly through your GOV+ dashboard. Once you receive the package and have your passport photo taken by a professional, please reach out to us using the email that our representative, ***, will send to you. He is personally in charge of assisting you with your inquiries. 
  

  Thank you again for your patience and understanding. We deeply value the trust youve placed in GOV+ and remain committed to supporting you through every step of this process.
  

  
  

  Customer Answer

  Date: 08/28/2025

   
  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:08/13/2025

  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.

  This site is a scam! The only way to navigate through it is to keep paying more money!There is no way to exit site without incurring additional fees!

  Business Response

  Date: 08/25/2025

  Dear **** *****, 
  
  We acknowledge receipt of your complaint via the BBB and are glad to clarify the facts.
  
  First, regarding your statement that our site is a scam: GOV+ is a legitimate, privately owned platform that assists users in completing government-related applications. Our company is fully registered under state and local laws. Our services are clearly described on our website and our Terms and Conditions are accessible before payment, giving you full control on whether you want to utilize our services or not. A scam, by definition, involves deception or hidden intent. In contrast, we even display disclaimer on our homepage and require manual entry of all your information to create your account and voluntary participation to move your application forward.
  
  As for your claim that the only way to navigate the site is to keep paying more money: that is factually inaccurate. Our platform allows customers to stop at any point prior to completing a purchase. GOV+ offers optional add-ons for customers who want enhanced convenience and faster support. These are not mandatory and are clearly presented as optional. Customers who prefer not to use them are free to proceed with only the base service. To suggest that we force additional payments is both misleading and dismissive of the many customers who use only the core service without issue. Many customers successfully exit without incurring additional fees, which makes your experience more about how you used the site than how the site itself functions.
  
  We also note that your account has not been activated and your application was delayed because your uploaded photo did not meet federal requirements. We sent you an email on July 30th encouraging you to address these issues -  specifically, your account activation and your photo, because you were wearing a uniform and were not looking directly at the camera. These standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionsaving them from rejections  at the official processing level. Please also know that applications do not complete themselves they require active participation from the applicant. Since no action was taken, the application could not proceed.
  
  In short, your experience appears to be less about our platform being illegitimate and more about a misunderstanding of how it functionscompounded by the fact that your account was not activated and the uploaded photo did not meet the ******************** requirements.
  
  To assist you, our team attempted to contact you by phone on August 19. When you did not answer, we left a voicemail stating the same  instructions included  in the email on July 30th. An email was sent as well. We did not receive a response to either attempt.
  
  As a result, your application has been canceled. While your request falls outside our standard 7-day refund policy, we have nevertheless processed a full refund today, August 25, as a courtesy. Please allow 35 business days for the funds to appear back on your original payment method, as processing times vary by bank. A refund confirmation email has also been sent. Our goal is to support and retain customers who understand and appreciate the value of the services we provide.
  
  To prevent further confusion and to ensure you are confident in any future transactions, we kindly ask that you refrain from using our platform going forward. As noted, your application has been canceled and a full refund was issued, we consider this matter closed.
  

• Initial Complaint

  Date:08/13/2025

  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 mid-July, I started my passport renewal process with govplus after having it suggested to me by a family member for an easy way to help with the renewal process. Ill fully admit I was on a bit of a time crunch which was why I paid over $400 to get the expedited service.Everything was fine until they wanted a passport photo. I took it per the instructions on their site which were: no head coverings/glasses, neutral expression without teeth showing, and looking straight at the camera. Their site states it takes on average 3 business days to review, and emails were supposed to be sent regarding updates, whether accepted or not.Multiple photos were rejected, and I only got one email regarding it. No information was really provided to explain why. I had to fight with the ********** to get in touch with a person to explain why they were rejected. I was told the following: one looked too much like a selfie (their site shows a person taking a photo of themselves for the it), one had my bangs covering my eyebrows, one had my shoulders cropped strangely (the site uses an auto adjust function), and one was because you could see some skin on my shoulders since I was wearing a tank top that day. None of those are specified while trying to take that photo. The one worked states theyre listed on the site, but its definitely not in their check lists for users. This process took 3 weeks.Then I was told I they were going to send me the packet to send out once that was handled. Their site states it takes 1 business day and takes 1-3 days to arrive. Before I cancelled it a few minutes ago, it still was pending. Due to all the delays, I was forced to go through a separate service to get a 2 week expedite since I cant trust them to get me my passport before my trip.Maybe theyre fine if you have several months to get things done, but they just gave me the run around.

  Customer Answer

  Date: 08/19/2025

  The company reached out to me today to let me know they received the complaint. I am getting a refund, and my account with them will be deleted, which is what I desired. They did ask if I could close the complaint, which I would like to do. I just am not sure how to do that.

  Business Response

  Date: 08/31/2025

  Dear ****** ********,
  
  We acknowledge receipt of your BBB complaint and have carefully reviewed your concerns regarding the passport photo requirements and processing timeline. While we understand your frustration, we do want to clarify several important points.
  
  Passport photo standards are set by the ************************ and are non-negotiable. The requirements go beyond no glasses and a neutral expression they include precise stipulations regarding hair placement, visibility of eyebrows, shoulder framing, and clothing. These are not arbitrary restrictions unique to GOV+; they are federal requirements applied universally 
  
  (*******************************************************************************************)
  
  For example, visible bangs covering eyebrows, cropping that omits shoulders, or attire that does not provide sufficient contrast (such as tank tops) are all valid grounds for rejection. These are the same standards that passport facilities themselves enforce our process simply identifies them early to prevent your application from being rejected downstream.
  
  We also note your reference to selfie-style photos. While our site shows examples of users taking photos themselves, those examples assume the photo meets the State Departments framing and lighting requirements. A phone camera held too close to the face, a photo where the subject is looking at the screen not the lens, or at an angle that is not level with the subjects face (taken up or down), can easily create a selfie appearance that will not pass. Again, these are federal rules, not discretionary rejections from GOV+.
  
  With respect to your timeline, your choice to pursue expedited processing with only a few weeks lead time unfortunately left little room for error. Our stated processing times 13 business days for application review, followed by mailing of your packet remain accurate. The delays you experienced were caused primarily by the repeated photo resubmissions, each of which resets the review clock. While this is understandably frustrating, the alternative would have been to forward noncompliant photos to the *************** of State, resulting in a guaranteed rejection and an even longer delay. We also want to clarify that the processing of your application starts once our courier receives your complete and signed documents and hand delivers it to the passport facility.
  
  You  also mentioned only receiving one email; however, we had representatives attempting to reach you via phone call for every rejection, in hopes of guiding you in taking a qualified photo. Since we cant reach you, we left voicemails to remind you that you needed to retake a photo and reupload for the application to move forward.
  
  You also mentioned fighting with the ** to reach a person. Please know that the ** is there for general inquiries but there is always an option offered to be connected to a live person. Even our email support is staffed 24/7 by live agents for those who prefer to avoid the ** altogether. Our customer support team is available precisely for this reason, and while we regret that the experience felt cumbersome, every concern you listed was ultimately explained and tied directly to State Department compliance rules.
  

  While we regret that you felt the process was the runaround, the reality is that strict federal standards cannot be bypassed or softened they exist to ensure all passports meet international security protocols. GOV+ enforces them upfront to save applicants from rejections later in the governments hands. 
  
  Your passport application and the check issued for your application have been canceled and a full refund was issued despite our services being rendered in full. Your account deletion request was also filed and processed.  This was communicated to you by our representative *** on August 19th during your phone call.   A confirmation email for all your requests was also sent for your reference.
  
  We sincerely wish you the best with your upcoming travels and trust that your new passport will serve you well once obtained. We consider this matter closed.

  Customer Answer

  Date: 09/02/2025

   
  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:08/12/2025

  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.

  Around the 1st of August 2025 I responded to a GovPlus ad on ******** which is designed to give the obvious impression that the 96 dollar fee is paid for a *** precheck process each for my husband ****** and myself ******. 192 dollars total would pay for the gov fees. We now find the government will charge 76 dollars each additional. This should ethically be made clear in the ad in bold print. I see many other similar complains in thr BBB . We need a full refund . People can get the same service direct from the *** for their 76 dollar fee. We will also dispute this with our credit card company.

  Business Response

  Date: 08/25/2025

  Dear ****** and ****** ********, 
  
  We acknowledge receipt of your complaint and appreciate the opportunity to clarify.
  
  First, the GOV+ homepage very clearly and prominently states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is neither hidden nor buriedits displayed at the top of our site. Our Terms and Conditions, also available prior to purchase, further outline the nature of our services and associated fees.
  
  Second, use of GOV+ is entirely voluntary. Many customers review this information, understand the differences, and still choose to use our platform because they value the convenience of filing multiple applications in one place, our autofill technology, reminders, identity and document protection, dedicated customer support, and more. ********************** is not limited to *** PreCheck assistance; we provide a unified platform for a wide range of government-related applications. The government does not offer such consolidated services, which is precisely why the majority of our customers prefer our platform over filing independently.
  
  As for the fee you referenced: GOV+ charges a one-time software service fee per applicant. This fee is separate from the **** government enrollment fee, which all applicants must pay in person at their appointment whether they use our platform or apply directly through ***. At no point do we state or imply that the government fee is included in our service fee. This distinction is stated clearly on our website, reiterated on the payment page, and further detailed in our Terms and Conditions.
  
  Regarding your mention of other complaints: encountering negative reviews online can certainly be unsettling, but they rarely tell the full story. Its worth noting that while you found time to review BBB complaints, you appear to have overlooked the positive reviews and company responses to those complaints that provide important context. We encourage a more balanced approachafter all, forming an opinion on half the information rarely leads to an accurate conclusion.
  
  Finally, to address the resolution: Only ****** Troendlys application was cancelled and refunded on August 13th, no account or application found under ****** ********,  as confirmed by our manager ***** during your phone conversation. A refund confirmation email was also sent. We consider this matter closed.
  
  
  

• Initial Complaint

  Date:08/12/2025

  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 felt misled thinking this was a government entity. I only realized it once they started to have issues processing my application. When I contacted them, they promised to get back to me in 24 hours, which they did not. It was at that point that I started to investigate the site further and realize this wasnt a government website. It should be stated more clearly throughout the process that youre paying a third-party fee for their services. When I requested a refund, they gave me a partial refund stating that I had already used their services even though the product request was never fulfilled. They should not be charging a fee until the service is completed. It was not clear to me that I was having to pay for a partial service. The whole experience felt off and I want others to be aware. Also, when I go to delete my ********************** theres no option to do so. Theres only a billing information and logout option and the billing information wont even let me delete my credit card information.

  Business Response

  Date: 08/25/2025

  Dear ******* *****,
  
  We acknowledge receipt of your complaint and appreciate the opportunity to set the record straight.
  
  You mentioned that you felt misled into thinking you were on a government website. While we recognize that some users may initially make this assumption, many others review our disclaimers and perform their due diligence before choosing to use our services. Beyond the multiple disclaimers, the fact that our site operates under a .com domainrather than the exclusive .gov domain reserved for government agenciesis another clear indicator that GOV+ is a private company.
  
  To clarify, GOV+ is a private service provider offering optional support for government-related applications. This is not hidden or disguised; our homepage explicitly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is not buried in fine print, nor hidden on a secondary pageit is als reiterated in our Terms and Conditions, which all customers have access to before completing a purchase. At this point, it is unclear how much more graphic or unavoidable you would prefer our disclaimers to be.
  
  We would also like to address your statement that payment should only occur once the service is completed. The $97 service fee you paid was not for the issuance of a passport, but for access to our platform and its associated featuresincluding our patented auto-fill technology, personalized dashboard with guided application support, pre-filled forms, live customer assistance and many more. These features are currently not available anywhere, commercial or government websites. And as stated on our terms and conditions, which is not just available to review before a purchase is made, but customers also have to agree to before payments are processed: GOV+ does not and cannot issue government documents; rather, we provide tools and support to make an otherwise complex process easier for applicants. Aside from that, also referenced in our terms and conditions:
  
  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered.
  
  You filed for a passport application on July 26th.  You reached out for cancellation and refund on August 9th and you were told that service was rendered, meaning you have already utilized our software. This was explained to you by our Live Chat representative, ******* and was offered a partial refund despite ineligibility, which you accepted.    In short: your application had already progressed beyond the refundable stage at the time your request was submitted and  while your refund request was ineligible per policy, we still processed a partial refund  as a courtesyeven though under our terms, we were not obligated to do so. 
  
  Regarding your concern about receiving a call back, please note that GOV+ assists, processes and reviews thousands of applications, requests and inquiries daily across multiple services. Our priority is to ensure each inquiry, request and application is handled with the care and attention it requires.
  
  To maintain fairness, applications and accounts that include expedited or premium services are prioritized. These options are specifically designed to cover faster processing and enhanced support. Applications or accounts created or submitted under a one-time standard fee are reviewed in the order they are received. Rest assured, our support team will get to your casebut naturally, not at the same speed as subscribers who opted in and paid access to enhanced service levels.
  
  Given the nature of your complaint and the resolution you requested, your application has been canceled and your information deleted from our system. We also made a courtesy phone call to inform you that your requests have been processed.
  
  We certainly understand that misunderstandings can occur. However, we believe in clear documentation and accountability. 
  
  At GOV+, we intend to serve customers who value both transparency and the convenience we offer.