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:09/27/2025

  Type:Billing 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 wanted to renew my passport and saw a Gov+ ad on how easy they could help **** used my credit card and quickly within less than a day I saw it was a scam site.I disputed my credit card charge of $119.88.Gov+ lied and my dispute got denied.Its a scam site.The post office helped me renew my passport.

  Business Response

  Date: 10/10/2025

  Dear ******** ******,
  
  We acknowledge receipt of your complaint and would like to clarify the situation.
  
  It appears there may have been a misunderstanding regarding the nature of the subscription versus an actual application. Our records show that you do not have an active passport application with GOV+. What you did have was an annual GOV+ subscription, which provides access to our platform, tools, document protection and related servicesnot a passport renewal.  GOV+ does not issue government documents, nor do we guarantee that subscribing automatically completes any federal application. 
  
  As stated clearly on our homepage and in our Terms & Conditions, GOV+ is a private company that assists customers with *************************** application preparation and guidancenot a government agency.
  
  We understand that this distinction may not have been obvious to you, but referring to our service as a scam misrepresents the facts. Your subscription was valid, active, and you opted in on August 28, 2025. The $119.88 charge you saw was for that subscription, which you voluntarily authorized. This was canceled the same day as our representative, ****** informed you of this via email. This meant that this would not have been  a recurring charge one the year was up.
  
  For extra measure, we processed a full  refund as verified by your interaction with our specialist, ****, via phone call on October 9th. 
  
  We trust this clarifies the record. We consider this matter closed.
  

• Initial Complaint

  Date:09/24/2025

  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.

  ordered a renewal passport in March 2025 for my mother ******** *******, never received it

  Business Response

  Date: 10/06/2025

  Dear ******** and ***** *******,
  
  We sincerely regret that your experience with GOV+ did not meet your expectations. We completely understand how frustrating delays or rejections in a government process can feel, and we appreciate the opportunity to clarify a few key points regarding your application.
  
  Passport Application Requirements
  

  The issues you encountered were not due to GOV+ policies but to the ******************** strict passport photo requirements. These standards go beyond no glasses and a neutral expression they include detailed specifications on lighting, image clarity, angle, framing, distance, shoulder visibility, and overall photo quality.
  
  Unfortunately, the photos submitted did not meet these federal guidelines for the following reasons:
  
  - The subject was not looking directly at the camera: Photo 1: photo captured top of the head, subject looking down)  which prevented proper capture of defining facial features.

  - The subject was not looking directly at the camera: Photo 2: Subject's body orientation was a bit to the side, gazing at the left and not looking at the photographer / person who captured the photo

  -Both images' resolutions were insufficient, resulting in a blurred appearance.

  - The photos was taken from a higher angle rather than at eye level.
   
  On both instances, photo rejection emails were sent as well as constant photo upload reminders to move to move the application forward. 
  

  Processing Timeline
  The delays you experienced were directly related to the need for a compliant passport photo. Our system flagged the issue early and requested resubmission by email. Without an updated, qualified photo, we were unable to proceed with the next stage of your application. Please note that these are valid grounds for rejection at the Department of State level and our proactive quality check was designed to prevent that outcome.
  
  While we could have approved the original photo to move your application forward faster, doing so would have almost certainly led to suspension by the government. Instead, we chose accuracy and compliance to safeguard your applications success.
  
  Ongoing Support
  On September 24th, our representative, *****, personally reached out by phone to assist you. He confirmed your consent to have a new photo taken professionally and ensured your application package was properly completed and shipped. ***** also monitored the shipment of your application kit, which **** tracking confirms was delivered on October 2nd (Tracking Number: 9400136208303380022460).
  
  Following delivery, ***** again attempted to reach you by phone to confirm receipt and offer further assistance. When he wasnt able to reach you, he left a voicemail and sent an email with next steps. Please feel free to reply directly to that email thread, and well be glad to arrange a call at your convenience. Once you mail out your application, we will constantly monitor it as well and provide you essential updates.
  
  We hope this clarifies the situation and helps you feel more confident about where things stand. Thank you again for your patience and understanding. We value the trust youve placed in us and remain committed to ensuring your application is completed as smoothly and successfully as possible.

  
  

• Initial Complaint

  Date:09/23/2025

  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.

  Received an email explaining GOV+ services for passport renewal. Filled out application and submitted with a $97 charge. My wife and I both filled this out on September 22nd. Find out through BBB that this company has multiple complaints. Tried to cancel today on their website and was told we were too late. Even though the website said within 7 days authorized to cancel. Called our bank and we were informed that this charge is a recurring charge and would be billed every month not just a one time charge. We need this fixed ASAP.

  Business Response

  Date: 10/06/2025

  Dear ****** *****,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  You may have come across our services through an online search or social media advertisement. Please note that GOV+ does not send unsolicited emails to individuals with whom we have had no prior interaction. You created your GOV+ account on June 14, 2025, and an account cannot be created without voluntarily providing basic contact and identifying information. Between June 14 and September 18, you received our standard newsletters, which are automatically sent to users who create an account.
  
  You did not file or pay for your New Passport Application (not a renewal) until September 22, 2025as you mentioned in your complaint, after receiving an informational email about our passport assistance services. *************** emails are standard courtesy communications sent only to customers who have voluntarily provided their contact details during account setup. Each email includes an option to unsubscribe instantly should you wish to stop receiving them.
  
  Using our platformwhether out of curiosity or for the purpose of completing an applicationis entirely voluntary. When visiting our website, it is clearly stated in multiple areas, including the homepage, footer, FAQ, and Terms:
  
  Were not the government were a private company here to help.
  
  While some individuals may overlook these disclosures before submitting payment, that does not change the nature of our business. GOV+ offers a legitimate, transparent service that customers choose to use at their own discretion.
  
  We understand that many people view the BBB as a primary source of consumer information, and that seeing multiple complaints on its website can understandably cause concern. However, its important to remember that the BBBs platform exists specifically for customers to voice complaints, not to verify the accuracy of those claims. The BBB does not independently investigate, verify, or determine the validity of each statement submittedit simply publishes complaints as reported by consumers and allows companies the opportunity to respond.
  
  While the BBB serves a valuable purpose in promoting transparency and encouraging businesses to resolve customer concerns, it should not be viewed as a definitive measure of a companys legitimacy, credibility, or overall customer satisfaction. The presence of complaints on the BBB website does not necessarily indicate wrongdoing or poor service; rather, it reflects instances where customers have sought clarification or resolution through that particular channel.
  
  GOV+ has successfully assisted hundreds of thousands of applicants in completing their government-related processes. A small percentage of customers choose to file public complaints, while the vast majority complete their applications smoothly and with satisfactionexperiences that typically go unreported on the BBB platform.
  
  It is worth noting that many of these complaints stem from similar misunderstandingsconfusing GOV+ with the government itself or later deciding they no longer wanted the service after it was rendered. These cases are typically resolved promptly once clarified. The same could have been done in your case had you contacted us directly before filing a public complaint. While a raw number of BBB complaints may appear concerning without context, in proportion, it does not reflect a misleading business practiceit reflects the scale of our operations and, at times, a customer not fully reviewing the information presented before completing a purchase.
  
  For your reassurance, GOV+ employs bank-level 256-bit TLS encryption and adheres to PCI DSS compliance standards to ensure the highest level of data protection. Your information is encrypted and safeguarded with the same level of security required of financial institutions.
  
  Regarding refund eligibility, our Terms and Conditions state:
  
  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 an application has been completed and submitted for review.
  
  While your account was created in June, you filed your application in September. From the time of submission, we did not receive any assistance requests, follow-ups, or inquiries from you. Your application was reviewed and completed on September 23, and your application kit was delivered on September 27, 2025. This constitutes a fully rendered service, and as such, the seven-day refund policy no longer applies.
  
  Lastly, regarding your billing statement where our one-time service fee may have appeared as a recurring charge, please note that this is a common default tag used by banks or payment processors. It does not mean that GOV+ has charged you multiple times or enrolled you in an automatic subscription.
  
  The reason it may appear as recurring is purely technical our payment gateway uses a secure tokenized billing system that allows returning customers to make future purchases without having to re-enter their payment details. This system is widely used across legitimate online merchants and service providers because it enhances security and convenience for the customer. However, it can cause some banks to label the transaction as recurring even when only a single charge was authorized and processed.
  
  To clarify, GOV+ operates strictly on a one fee per transaction basis. Unless you opted in to our monthly or annual subscription offers, no automatic rebilling or subscription system is in place, and no additional payments are ever processed without your express authorization. If you review your bank statement, you will see that only one payment was deductedthe amount corresponding to your order on September 22, 2025.
  
  We hope this clarifies any confusion. Your accounts and all information associated with them have already been deleted. GOV+ remains committed to transparency, accountability, and customer trust in every interaction.
  

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On, or about, July 25, 2025, I performed an internet search for passport renewal service. The top search result came back for the Gov+ website. I followed the application process instructions and paid the $97.00 application fee. I have been waiting since then for the application to be processed. The receipt I received (see attachment 1) was for passport application. The website intimated that this was an easy process that could be completed in 7 days. However, after 7 days my application was still in limbo. Then the status changed saying that the initial photo Id submitted was not acceptable, yet I was unable to submit a new photo. After reaching out to Gov+ via email (see attachments 2 and 3), I finally, on August 3rd (see attachment 3) received a message from Gov+ saying that the dashboard had been refreshed and I could make the required changes. I uploaded a new photo, which I guess was acceptable; however, the account had been in review state until I sent an email on September 21, 2025 requesting a refund (see attachment 4). Now, when I pulled up the dashboard today, it has moved past review and is asking for additional information. I am extremely displeased with this service and would like a full, not partial refund. If there were issues with the application, I should have been notified of the specific issue in a timely manner, without me having to reach out and inquire about the stagnant status. I received numerous emails (spam) from the Gov+ website touting other service like credit monitoring, TSA Precheck, etc. However, each time I logged into the dashboard the status remained the same until I reached out to the yesterday. The process is very tiring (not easy as they tout) and I am tired of the runaround. Please refund my $97.00 ASAP so that I can go through the **************** and request renewal. I noticed mine is not the first complaint about this business lack of service. Please help resolve this matter. Thank you.

  Business Response

  Date: 10/04/2025

  Dear ***** ******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  You filed a New Passport application with GOV+ on July 26, 2025, at approximately 12:42 AM EST. To proceed, applicants must upload a compliant passport photo and supporting documents (proof of identity and proof of citizenship). Once verified, applicants are provided with payment options for the mandatory government fees to continue with the application review.
  
  Your submission underwent an initial review, and on July 27, 2025, at 10:47 AM, we notified you via email that the photo you submitted did not meet ************************ standards due to uneven lighting, cropped shoulders, and body orientation issues. Your application status was therefore moved back to photo required. You were also informed that your citizenship document (a birth registration card) did not qualify as acceptable primary evidence of citizenship. You were provided with two separate lists outlining valid and secondary citizenship evidence. These requirements are federally mandated, and GOV+ does not set or modify these rules. Our role is to ensure compliance to help prevent government-level rejections. You were asked to retake and reupload a compliant photo, provide an acceptable document, and supply your parents information.
  
  That same day at 1:22 PM, you reached out via our 24/7 live chat for instructions on how to reupload your passport photo. However, the session was abandoned before an agent could be assigned. Each time a chat is abandoned, the system automatically places the customer back at the end of the queue, which delays assistance. Remaining connected allows for faster resolution. You also sent a follow-up email at 1:36 PM.
  
  At GOV+, we handle thousands of applications and support requests daily. To maintain fairness, applications under the one-time $97 fee are reviewed in the order receivedexcept for GOV+ Premium subscribers and Priority customers.
  
  When issues arise, such as noncompliant photos or missing documents, the application is paused until corrected. Once resolved, paused applications are re-reviewed based on the order in which applicants submit their corrections.
  
  For example, if you were applicant #*** in the July 26 queue and your photo was rejected the same day, your application would be paused and placed back in line. If 882 applications were ahead of you that day and 527 of those applicants resubmitted corrections the same day, their applications would be reviewed sequentiallyfirst to last. The remaining ********************************************************************************* the following days.
  
  This review process ensures compliance with federal standards and helps prevent customers from facing ********************************* rejections, incomplete submissions, or the need to manually redo applications.
  
  You later sent another email on July 31, and opted into the GOV+ Monthly Subscription on August 2. On August 3, our representative, ****** responded and advised you to log in to your account, as your status had already been refreshed to allow for uploads. That same evening at 9:14 PM EST, our representative **** attempted to reach you by phone and left a voicemail when unable to connect. We did not receive a reply until your next contact on September 21, when multiple live chat requests were initiated (12:14, 12:21, 12:36, and 12:38 PM). Unfortunately, those sessions were again abandoned before an agent could be assigned.
  
  Please note that support across all channels operates on a first-come, first-served basis. Frequent chat abandonment results in repeated queue resets, which significantly delays resolution.
  
  It is also important to clarify that your purchase provided access to our guided application platform, eligibility, requirements and documents compliance checks, , and live customer supporthad the sessions been maintained. Any impression that no service was rendered or that updates were not provided is inconsistent with the record of correspondence and actions taken by GOV+.
  
  As stated in our Terms and Conditions, GOV+ offers a seven-day evaluation period for refund eligibility. Refunds are not issued after this period or once services have been rendered. Services are considered rendered once an application has been completed and reviewed for compliance.
  
  Many of the complaints similar to yours follow the same pattern: the customers filed for passport applications and underwent review, some left feedback because they were not eligible but still wanted it processed, most already received their application kits, instructions, and full access to the GOV+ platform, yet later claimed they did not receive the service they expected. In most cases, this expectation appears to be a passport mailed directly by GOV+ for $97, which is a misunderstanding.
  
  The $97 one-time fee covers the guided application preparation, eligibility check, compliance verification, and customer support services provided through our platform not the governments processing or issuance of a passport.
  
  Nevertheless, as a gesture of good faith, GOV+ issued a full refund on October 1, 2025, despite the fact that services had already been rendered and policy did not obligate us to do so. Calls were done, voice messages were left  and a refund confirmation was also sent. We regret that we did not meet your expectations. 
  
  We sincerely value customers who understand and appreciate the scope of our services. To prevent future misunderstandings, we respectfully request that you refrain from using or accessing GOV+ services moving forward.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:09/22/2025

  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 11 2025 came across the gov plus app that had misleading information about *** precheck - paid $97 for basically no services- was made to look like I was paying for the actual services ( application fees for *** precheck itself) When I realized the fraud I did not finish the application but Gov Plus charged my credit card. Requesting a refund of my money When I went for the *** precheck itself- I was told by the government official that this was a scam

  Customer Answer

  Date: 09/23/2025

  Resolved

• Initial Complaint

  Date:09/19/2025

  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.

  Gov Plus is a total scam. I started the process of getting a passport back in march and payed the ****** fee for the service. I never heard from them till I reached out to them again. They do absolutely nothing to get actual passport. I still have to go to the passport office and go through regular application. Now I also have to pay for full passport fees on top of gov plus ****** dollar fee.

  Business Response

  Date: 10/02/2025

  Dear ********* ******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  You filed a New Passport application with GOV+ on May 31, 2025 not in March, as you noted. For applications to proceed, customers must upload a compliant passport photo and supporting documents (proof of identity and proof of citizenship). Only then are applicants provided with options to pay the mandatory government fees. From your initial submission through August 29, these requirements remained outstanding.
  
  You later contacted us regarding difficulties uploading your photo. Our representative **** assisted you at that time, while system maintenance was underway, and confirmed your issue would be reported. On August 30, we attempted to call you to provide further assistance but reached only voicemail. We did not hear back until September 8, when you reported being prompted to pay a $14.99 monthly subscription fee. As explained by our representative ******, this subscription is entirely optional and not required to complete your application. You were advised how to skip this option and proceed with your pending Passport Application.
  
  On September 10, we notified you via email that the photo you uploaded did not meet ************************ standards, citing poor quality, lighting issues, lack of direct eye contact, and improper head positioning. These requirements are federally mandated; GOV+ does not set or alter these rules. Our role is to ensure compliance so applications are not rejected. You were asked to retake and reupload a compliant photo. The replacement photo you uploaded the same day also failed to meet standards (taken below chest level, not at eye level). We informed you of this on September 13 and again requested a compliant photo.
  
  On September 14, our representative ******** followed up by phone and left a voicemail when unable to reach you. On September 19, you contacted us again and spoke with our representative ***** regarding your application package. Since you applied for a New Passport, ***** instructed you to schedule an appointment with a passport acceptance facility (e.g., ****** You indicated you had intended to apply for a renewal. Upon verifying your expired passport (2005), ***** explained that you were ineligible for renewal and must apply as a new applicant. In other words, the application kit you received reflected the correct service purchased and prepared through our platform.
  
  It is important to clarify: passports are federal documents and cannot be purchased online for $97 through GOV+ or any other entity. The ******************* itself does not issue a passport online for $97. All new passport applications require an in-person appointment, a $35 execution fee, and a $130 State Department processing fee.
  
  What you purchased was access to our proprietary platform, guided application preparation, compliance checks had you opted in, and live customer support not the issuance of a passport itself. Any belief otherwise was based on assumption, not on any misrepresentation by GOV+.
  
  As outlined in our Terms and Conditions, GOV+ provides a seven-day evaluation period for refund eligibility. Refunds are not issued after this period or once services have been rendered. Services are considered rendered once an application has been completed and submitted for review.
  
  Nevertheless, as a gesture of good faith, GOV+ made an exception in your case. A full refund was issued on October 1, 2025, despite the fact that services had already been rendered and policy did not obligate us to do so.
  
  We value clients who understand and appreciate the scope of our services. Given the nature of this complaint and to prevent further misunderstandings, we respectfully request that you refrain from attempting to use or access GOV+ services again.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:09/16/2025

  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.

  This Company refuses to refund there service which I never used.I finally got one of there representatives and they asked me to provide proof that there check was not used. They keep telling me the email is not going through.This is a scam to wear people out so they give up.

  Business Response

  Date: 09/29/2025

  Dear ******* *****,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify and address your assumption.
  
  Wed like to clarify that the pace of an application is determined largely by how quickly the applicant completes the required forms and uploads the necessary documents. The majority of our customers are able to complete all stepsincluding payment and file uploadsin under 10 minutes. You voluntarily filed for Passport Renewal and opted in for the guaranteed government fee of $130 on July 21st. We sent you an email regarding the rejection of your passport photo the following day, July 22nd  due to the following reasons:  subjects head was tilted, photo was taken too close that subjects shoulders were not visible.  You were advised to retake and reupload a new photo that would be acceptable in the State Departments standards.
  
  Please note that these requirements are set by the *************** of Statenot by GOV+. As an application preparation service, we are required to follow these standards. Allowing a non-compliant photo to move forward would only result in your application being rejected later in the process, which we work hard to prevent.
  
  You were also advised to activate the account and were  provided instructions on how to activate. Please know that when using GOV+ services, proper account activation is required to ensure the security of your information and to enable status updates or notifications. For transparency and ease of use, users must be logged into their account and click on My Applications to track the status of existing applications.
  
  We can confirm that our service has been completely rendered as your application was completed on August 27th and  the package was delivered to you on September 5th as referenced by the email we sent you and **** tracking status (9400136208303366156707)
  
  10. Refunds
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review;
  
  When you requested a cancellation and refund on September 16th by phone, citing a late package, its important to clarify that our ability to process applications depends entirely on customers submitting all required materials promptly and in compliance with government standards. Delays almost always arise when instructions are not followed or when the information provided does not meet the criteria. Put simply: when everything is submitted correctly the first time, there is no reason for an application to be placed on hold. Those applications are processed and shipped without issue.
  
  Your demand for a refund was not accepted because, aside from being well beyond the 7-day eligibility period clearly outlined in our policy, your application package had already been deliveredmeaning the service had been completed in full. Despite this, and despite no obligation on our part, we still processed a partial refund of $68 in good faith. In other words, while your request did not meet the criteria for a full refund, you nevertheless received more consideration than the policy requires.
  
  Regarding our request for you to email a photo of the check we issued on your behalf, the reasoning is straightforward: you cannot have both the use of the check and a refund for it. Since you paid for it, and we issued it, we must ensure it is voided before any refund can be processed. That is why we require two photosone of the check intact, and one of it torn. This prevents any possibility of the check being cashed after a refund is issued.
  
  To put it plainly: either you use the check, in which case no refund applies, or you provide proof that the check has been invalidated, in which case a refund is issued. This ensures proper accountability and prevents any possibility of the check being cashed after a refund has already been granted.
  
  The remaining refunds were processed by our specialist, ***, after making sure that the email of the photos were received and you were sent a refund confirmation email and status. 
  

• Initial Complaint

  Date:09/15/2025

  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 was applying to renew my passport since we have a cruise coming up & I didn't realize my passport had just expired. It showed my total would be $212 for the expedited service. They ended up charing an additional $297 that I didn't know about. I was under the impression that it would take a couple of weeks for expedited, which was fine. But after 2 1/2 weeks, the account and info i provided still hadn't been verified, nothing was done beside the info I put in. I decided to cancel because now it was going to be too late. They only refunded some of the money and said the rest was for fees for the use of their software. I'm sorry, but paying $148 to type my information in and nothing else being done, is not worth it!

  Business Response

  Date: 09/28/2025

  Dear ******* ********,
  
  We acknowledge receipt of your complaint via the BBB and have carefully reviewed your concerns.
  
  When you filed for a passport renewal application under Priority processing on August 21st. You were charged $297 for the GOV+ ************************ fee for using our platform and priority services and the $212.05 was for the mandatory government fee associated with an Expedited Passport Renewal application with faster shipping option once approved. 
  
  On August 25th, we sent you an email requesting to provide proof of travel as this priority processing requires such documents since applications are hand carried to the passport agency.  Since no action was taken on your part, the application remained in an incomplete status, pending a qualified proof of travel. 
  
  When you requested a cancellation and refund on September 8th via 24/7 Live chat, it was already beyond the 7-day refund eligibility periodwhich is why your initial request was denied. Your request for cancellation was processed. For reference, our refund policy (Section 10) clearly states:
  
  10. Refunds
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review;
  
  However, we value customer satisfaction and chat agent ***** issued a partial refund of $149 even though we are not obligated to,  and refunded the full amount of $212.05 for the government fee since your application will not be submitted to the agency. 
  
  You reached out again multiple times on September 15th asking for clarifications on why you were not refunded in full. Our chat agent **** provided you with our refund policy. Despite your ineligibility for a full refund under our 7-day money-back policy, we still processed the remaining amount, which was $148, on September 17thdone in good faith, even though the refunding you did not obligate us to do so.
  
  We attempted to communicate this with you via phone call; however our specialist, ***, was routed to voice mail. We sent you a refund confirmation email instead. We aim to retain clients who both understand and appreciate the nature of our services. 
  
  When committing to a service, it is always advisable to review the requirements, the fees and understand how the services function before committing. If unsure or if assistance is needed, it is only logical to reach out to the company you paid to ask for clarification or help,  before filing a public complaint. We were, and remain, available to clarify or assist had we been given the opportunity. Given the nature of your actions, and to avoid further misunderstandings, we respectfully request that you refrain from attempting to use or access our services again.
  
  We consider this matter closed.

• Initial Complaint

  Date:09/15/2025

  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 July 9th I applied for a passport renewal through a site called ************************* which I thought was a government site to order my passport through, i have come to discover It is not an official government site, it is a third party company. I'm not sure what the status of my application to renew My passport is because it has no updated information when I log in. on July 9th I paid the $97 fee to renew my passport and filled out the renewal application And I don't know if my passport is actually being renewed or if I need to go to an official site and do the process over again. Is there any way someone can tell me whether or not I did actually renew my passport *** if so what is the status?

  Business Response

  Date: 09/28/2025

  Dear ***** ********,
  
  We acknowledge receipt of your complaint via the BBB and have carefully reviewed your concerns.
  
  When you filed for a passport renewal application on July 9th, we informed you via email that the photo you uploaded did not meet State Department standards. Specifically, it was taken too close, you were not at the center and looking at the camera lens, had uneven lighting and had a poor image quality once processed. Passport photo rules are not arbitrarythey are federally mandated and cover everything from size and lighting to background, facial expression, and positioning. We do not create these rules; we simply ensure they are followed so your application doesnt get rejected downstream. Ignoring them might feel faster in the short term, but it virtually guarantees a rejection. 
  
  At GOV+, we handle thousands of applications, assistance requests and inquiries daily. To keep things fair, applications that are filed under the one time fee  are reviewed in the order received. If issues arisesuch as noncompliant photos, incomplete documents, or unverified informationwe notify the applicant and pause the application until the matter is corrected. Once corrected, the application is re-reviewed. This cycle prevents rejections at a government-level.
  
  While requesting you to retake a proper photo and reupload may have felt inconvenient, the alternative would have been to knowingly process an invalid photo, send you the kit, and virtually guarantee a rejection at the passport processing facility. That is not in your best interest.
  
  Please be advised that multiple notifications were sent requesting that you return to your dashboard to finish your applicationunfortunately, applications do not complete themselves. Since no action was taken on your part, until you reuploaded another one on August 22nd, which also did not meet the qualifications, the application remained in an incomplete status, pending a qualified passport photo upload. 
  
  From the day you filed for your application, until you filed your complaint, despite numerous notifications we sent you, there were no logs or recorded communication that you attempted to reach out - for questions or requests for assistance. When committing to a service, it is always advisable to review the requirements and understand how the services function. If unsure or if assistance is needed, it is only logical to reach out to the company you paid to ask for clarification or help,  before filing a public complaint. We were, and remain, available to clarify or assist had we been given the opportunity.
  
  Despite your ineligibility for a full refund under our 7-day money-back policy, we still processed a full refund on September 16thconfirmed in your phone interaction and email correspondence with our specialist, ***. His attempt to assist you finish your application , which eventually resulted in cancellation and refund was done in good faith, even though the refunding you did not obligate us to do so.
  
  We aim to retain clients who both understand and appreciate the nature of our services. Given the nature of your actions, and to avoid further misunderstandings, we respectfully request that you refrain from attempting to use or access our services again.
  
  We consider this matter closed.
  

• Initial Complaint

  Date:09/15/2025

  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.

  I searched for online passport renewal and the gov+ website came up. It lead me to believe I was applying online for a passport renewal. I payed $97 thinking I was paying the application renewal fee. Not until I received a box in the mail that has forms filled out for me to sign, attach a photo and then mail to the government did I realize that I had been scammed.

  Business Response

  Date: 09/27/2025

  Dear ***** *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify and address your assumptions.
  
  First, GOV+ does not and never has issued passports. Only the ******************* can do that. This fact is clearly stated on our homepage: Were not the government were a private company here to help, readily available to review for free in our About Us section, and disclosed again in the Terms & Conditions you accepted prior to purchase.
  
  GOV+ is a legitimate, private company that assists with filing multiple government applications, document preparation, and offers additional services such as identity and document protection. Currently, no government or private website offers the same range of services in one platform with 24/7 customer support.
  
  The $97 you authorized on September 3rd for your passport renewal was not the governments passport fee. In fact, directly below the payment amount it states: Government fees are not included, a clear indication that what you were paying for is NOT a government fee,  this disclosure, along with issuance of documents, appears again in the Terms & Conditions you agreed to before proceeding. After uploading your passport photo using our platform and software, you were given the option to either authorize GOV+ to issue the government-compliant check on your behalf for a fee or provide your own check. You chose the latter and finalized your application and we completed it on September 5.
  
  The fee you paid covered our services: our secure  platform, software and technology for application filing and preparation, pre-filled form, an instruction sheet, your passport photo, prepaid shipping materials, with free 24/7 customer support. The package you received was not evidence of a scam it was precisely the service you purchased.
  
  Respectfully, if the expectation was that a passport could be obtained online for $97 and delivered without printing, signing, or mailing federally required documents, that was neither a service we advertised nor something legally possible. Misunderstanding a publicly disclosed and explained process does not render the service fraudulent.
  
  Had this concern been raised directly with us, rather than through a public complaint, we would have been happy to clarify. We are committed to resolving issues and assisting customers when given the opportunity.
  
  We can confirm that our service has been completely rendered as the package was delivered to you on September 13th as referenced by the email we sent you and **** tracking status. That said, your desired settlement for refund was deemed ineligible.  However, since we are committed to  only retaining customers who prefer and value  guidance, technology, centralized document support and multiple services and protection, we processed a full refund of $97 on September 17th, as confirmed by your email correspondence with our specialist, *******. Refund receipt and status was also sent. We also processed the deletion of your account to prevent future misunderstandings. 
  
  We consider this matter closed. 

  Customer Answer

  Date: 09/28/2025

  GOV+ has refunded my money so while I still believe they are a scam you can close my complaint as resolved. 

  thanks