Complaints

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

• Initial Complaint

  Date:04/21/2025

  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.

  My original application to them was sent October 2024 I paid their fee and the $65 cost for the passport. I have contacted them NUMEROUS times and only get an automated response that it is on its way and will take 8 to 10 days. This message has been sent 3 times and I have received nothing. Unable to contact them (no phone number) The only contact is by email with an AI generated response. I feel I have been more than patient and would like to cancel the order and receive a full refund. I feel this company is scamming people and should be shut down,

  Business Response

  Date: 04/28/2025

  Dear ******** ****,
  
  We acknowledge you reaching out via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  We apologize for any inconvenience you experienced with your passport application. As part of our ongoing system upgrades in preparation for new products and services, a minimal number of applications were impacted. Advance notifications were provided, and we regret any disruption this may have caused.
  
  Please note that the application review process begins only after the $130 government fee has been paid, as this amount is converted into a check and included in your renewal kit submission. In your case, payment was received on January 22nd. However, your application remained incomplete due to issues with the passport photos submitted. Passport photo standards are set by the ************************, and as a service provider, it is our obligation to ensure strict compliance with these federal guidelines. You informed us on April 22nd that you were willing to proceed using the photo taken at CVS.
  
  We would also like to clarify that GOV+, through our subsidiary *********************, is authorized to assist customers with passport services and operates under strict security and regulatory standards. We cannot process or approve applications containing non-compliant photos, incomplete information, or missing documentation, as doing so would result in rejection by the ********************
  
  Your application was completed on April 22nd and your application package has been shipped. You may track it using **** Tracking #**********************. If you choose to proceed, please follow the enclosed instructions carefully to avoid any issues that could invalidate your application. If you prefer to request a refund instead, please email us at ******************************** with photos of the issued checkone intact and one torn in halffor documentation purposes; with a subject line BBB#******** Government fee refund request. Upon receipt, we will process your refund accordingly.
  
  

• Initial Complaint

  Date:04/20/2025

  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 2-6=2025 I used Gov+ to assist in my passport renewal. Since then, they said they mailed my documents but **** says they have sent me nothing. They are a total scam and I want my money refunded.

  Business Response

  Date: 04/25/2025

  Dear **** *****, 
  
  We apologize for the inconvenience you experienced during your passport application process. As part of ongoing system upgrades in preparation for new products and services, 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 the type of application submitted. On February 6th, you applied for a New Passport but provided your current passport as proof of citizenship. In such cases, if the passport is undamaged and in your possession, you are eligible for a Renewal instead. We reached out via email the following day, February 7th, to clarify the status of your passportwhether it was lost, damaged, or validbut did not receive a response.
  
  Prior to receiving your formal complaint and requested resolution, your application was already cancelled on April 19th, and full refunds were processed accordingly. Our representative, *****, also attempted to notify you by phone on the same day.
  
  Please note that while refunds are processed immediately, it may take 35 business days for the funds to appear in your account, depending on your banks processing time. Refund confirmation emails have also been sent for your reference.
  
  We appreciate your understanding and thank you for the opportunity to clarify the matter.

• Initial Complaint

  Date:04/19/2025

  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 completed a passport application on the Gov Plus site. Completed application, I then I was told my passport would be available within 3 days. None of the guarantees from this company have been met. I am continually sent emails with more and more excuses. Issues with photos, issues with package that will be sent, (never sent) issues with more photos.I have attempted to reach them, and nothing.

  Business Response

  Date: 04/24/2025

  Dear ***** ***********, 
  
  GOV+ provides support with the preparation and submission of government-related applications; however, we do not issue government documents ourselves.
  
  We process and review thousands of applications daily across multiple services and support channels. Our commitment is to give each submission and customer inquiry the attention it deserves.
  
  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.
  
  This process is in place to ensure accuracy, compliance with federal guidelines, and to help customers avoid rejections or delays at the government level. We regret that our services were misunderstood despite disclaimers and terms of use. 
  
  Given the nature of your complaint, your application and GOV+ Premium has been canceled, and you have been issued full refunds. Attached to this response are the refund receipts for your convenience. We consider this matter closed.
  
  

• Initial Complaint

  Date:04/19/2025

  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 was ripped off and never received any service for my payment. There was no phone number to deal with issues. The name also misleads you into believing you are dealing with a government entity, They. Need to be shut down before they fleece anybody else!

  Business Response

  Date: 04/24/2025

  Dear ***** ***********, 
  
  GOV+ provides support with the preparation and submission of government-related applications; however, we do not issue government documents ourselves.
  
  We process and review thousands of applications daily across multiple services and support channels. Our commitment is to give each submission and customer inquiry the attention it deserves.
  
  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.
  
  This process is in place to ensure accuracy, compliance with federal guidelines, and to help customers avoid rejections or delays at the government level. We regret that our services were misunderstood despite disclaimers and terms of use. 
  
  Given the nature of your complaint, your application and GOV+ Premium has been canceled, and you have been issued full refunds. Attached to this response are the refund receipts for your convenience.
  
  

  Business Response

  Date: 04/24/2025

  Good afternoon, 
  
  Please disregard complaint as this was not intended to this complainant. We apologize for the trouble. 

  Business Response

  Date: 04/25/2025

  Dear ******* Clause, 
  
  First and foremost, GOV+ is not a government agency, nor have we ever represented ourselves as one. While GOV is part of our name, this reflects our mission: to help individuals efficiently complete and submit government-related applications. Our homepage clearly states: NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. This disclaimer is prominently displayednot hidden in fine printand is visible to all site visitors.
  
  Our platform is designed to streamline various government-related processes by consolidating them into one place, allowing users to avoid creating multiple credentials or navigating several agency websites.
  
  In response to your claim that no contact number was provided: we have reviewed our communication records and our representative, *****, spoke with you directly during a phone call to assist in activating your account for the *** PreCheck application. During that conversationdated August 23, 2024you mentioned that you did not need a passport application because you already had one. ***** clarified that your application with us was for *** PreCheck, not a passport, and asked if you wished to proceed. You confirmed that you did.
  
  To move forward, you were instructed to activate your account. Without doing so, we are unable to securely deliver important updates or enable completion of your application. According to our records, your application remains in questionnaire status due to unanswered required fields. Please note that we cannot process incomplete applications, as doing so would be infeasible and violate submission standards. You were advised to try and activate after an hour and were provided with a phone number to call in case we called you back and you were unavailable. 
  
  Despite these facts, and despite your application being outside of our 7-day refund eligibility policy, we have issued full courtesy refunds of $67 and $57 today, April 25th. Refund confirmation emails have been sent to your registered email. Please allow ********************************************* your account, depending on your banks processing times.
  
  Your refund has been issued in full, and we consider this matter resolved.
  
  

• Initial Complaint

  Date:04/18/2025

  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 went through Govplus to obtain a renewal of my passport. I have been trying to get service and assistance since February with no success. I have uploaded professionally taken passport photos and after months of waiting, they have told me that the photos do not meet requirements. Each time that they reject my photo, I am put in the bottom of their queue. This has happened multiple times at this point. I paid for expedited processing, and this has taken way too long with way too little communication from GovPlus.

  Business Response

  Date: 04/24/2025

  Dear Mr **************************** you for reaching out to us through the Better Business Bureau. We understand your concerns and sincerely regret any inconvenience caused by the wait time.
  
  At GOV+, we process and review thousands of applications daily across various services and support channels. Our goal is to provide every application and inquiry with the attention and care it deserves. When issues arisesuch as unqualified passport photos, incomplete documentation, or unverified addresseswe promptly notify customers and place the application back in the queue until the necessary corrections are received. Once resolved, the application is re-reviewed to ensure compliance with government requirements.
  
  In your case, your application was submitted on February 18th and reviewed the following day, February 19th. At that time, we sent an email informing you that the passport photo provided did not meet the qualifications set by the ************************. We requested that you upload a compliant photo to move the application forward. A new photo was not uploaded until March 25th, resulting in the delay.
  
  Based on the nature of your complaint, we understand that you have since chosen to proceed independently with your application. We respect and support your decision. Accordingly, your application has been canceled and a full refund of all associated fees, totaling $254, was issued on April 24th. Refund confirmation emails have also been sent. Please allow 35 business days for the funds to reflect on your original payment method, as bank processing times may vary.
  
  While we regret that your experience did not meet expectations, we truly appreciate your feedback.
  
  
  
  

• Initial Complaint

  Date:04/18/2025

  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 01/27/2025 I applied for a passport renewal at the Gov+ website, thinking it was the official government website. I submitted all the relevant information and including my picture. They charged me $130.00 for the renewal and asked me if I wanted an additional service and I said "no", but they went ahead and charged me an additional fee of $67.00, My credit card company confirmed those payments. On March 21, 2025 I sent Gov+ an email asking for the service to be completed or for my money to be refunded. They have not replied. When I try to enter my account on their website, they reply that they don't recognize my email address. I have spent hours trying to reach them without success. Today, 04/17/2025 is almost 3 months since they accepted my application, but I am still waiting for my passport or my money back. I am unable to leave the country because my passport will expire in one month.

  Business Response

  Date: 04/24/2025

  Dear **** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  According to our records, you did not reach out to us for anything. We reached out to you via email though, to verify your place of birth but we did not receive a response. Please know that we cannot move forward and complete an application with inaccurate information, as doing so would violate federal guidelines.
  
  When trying to access your account or check the status of your application, you might have been on the wrong website as our website is ****************************, or typing a different or misspelled email address. As for the charges, the $67 charge is clearly presented at checkout after entering your basic information that can be used across all government filings we offer. Please be aware that before any charges are processed, customers are required to:
  

  1. Manually enter their payment information.
  2. Manually click Agree to the Terms and Conditions.
  3. Manually click Submit.
  

  This fee must be authorized by the customer before proceeding. It covers the use of our secure platform, software tools, and the preparation of a complete passport application package. Directly below the charge, a visible disclaimer states: "Government fees are not included.", and that is what the $130 was for. The mandatory passport renewal fee. Nothing about these fees were charged without explicit authorization.
  
  As with any third-party service, fees apply, and all applicants have the option to complete the process independently through the government at no additional cost. However, by choosing GOV+, you opted for a streamlined application process, which includes the preparation and delivery of a complete application package.
  
  Given the nature of your complaint, your application was cancelled and full refunds totalling to $197 were issued on April 19th and April 21st. Refund confirmation emails were sent as well.  We hope this clears up any confusion. We consider this matter closed.

  
  

  Customer Answer

  Date: 04/24/2025

  The response you received from GovPlus is not accurate. My email to them went through. I disputed their charges because I did not receive any service from GovPlus. My bank contacted them and GovPlus refunded me. I appreciate the support of the Better Business Bureau 

  **** ******

• Initial Complaint

  Date:04/17/2025

  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.

  This business at *************************************************** has a look and feel of the official ************************ to applied for or renewed a passport. It is not. It was not until I experienced that my passport renewal processes was not proceeding forward as expected and I attempted to resolve it. I could not get an useful response to the Get help in seconds, our experts are ready to assist you in second by livechat, phone or email. It is an AI-powered assistant. I could not get past the it to get artificial intelligence assistance continue circle. This company has my credit card and personal information and I have not been able to contact anyone to address my concern.

  Customer Answer

  Date: 04/22/2025

  This consumer is wanting to update a complaint as resolved for a business in your service area.
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought they would me get an updated US Passport. I went through their software and paid the application fees and service charge. and passport. There is no way to get a hold of a person to work on rectifying.

  Business Response

  Date: 04/24/2025

  Dear **** **********, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns. We also apologize for the delay you experienced.
  
  At GOV+, we process and review thousands of applications each day across multiple services and support channels. While we aim to move efficiently, each application is given the care and attention it requires to ensure compliance with government standards. When issues arisesuch as unqualified passport photos, incomplete documentation, or unverifiable address informationapplications are paused and returned to the queue for further review once corrections are made.
  
  In your case, your photo did not meet the ************************* required specifications. An email notification was sent with a request to upload a compliant replacement. Your application was returned to the processing queue.
  
  Given the nature of your complaint and the apparent misunderstanding regarding our role as a third-party facilitator, your application and monthly subscription have been canceled and full refunds have been issued today, April 24th. This includes the $67 GOV+ service fee, the $130 mandatory government passport fee and the $11.99 Monthly subscription charged on April 17th. Refund confirmation emails have been sent, and for your convenience, copies of the refund receipts are attached.
  
  Please allow ******************************************** your account, as processing times vary by bank. At this point, we consider the matter resolved and closed.
  
  

  Customer Answer

  Date: 04/24/2025

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

• Initial Complaint

  Date:04/17/2025

  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 am writing to formally file a complaint against GOV Plus regarding a distressing experience I encountered while attempting to renew my passport through their website.Initially, I believed I was interacting with an official government site which led me to submit my application for passport renewal with them. Unfortunately, I later discovered that GOV Plus is not a government agency. Knowing that I had already paid for their services, I chose to continue the process in hopes of a smoother ************* first major issue arose when they unexpectedly charged my credit card twice for their service fees. It took several hours of persistent effort to secure a refund.Eventually, I received a package containing a copy of my application, a check for the $130 government processing fee, and a computer-generated photo that was unusable. The envelope they provided for sending my application to the government was the slowest **** ground option, leaving me concerned about the security of my sensitive documents.Regrettably, **** appears to have lost the package containing my old passport and application. Although this incident isnt directly GOV Plus's fault, I feel their choice of an insecure envelope contributed to this unfortunate situation. Throughout my attempts to resolve this issue, I faced extensive delays in *******************, I waited over three and a half hours on the phone for someone at GOV Plus to assist me but ultimately gave up. I also attempted to request assistance through their online chat to cancel the check they issued to the government for my passport renewal and to refund me the $130 government fee. I have refrained from requesting a refund of their service fees or compensation for the considerable amount of time I have invested in this ordeal.I respectfully request your support in resolving this issue and ensuring that GOV Plus cancels the check and issues me a refund for the $130 governmental fee so that I may proceed with my application directly.

  Business Response

  Date: 04/23/2025

  Dear ******, 
  
  We sincerely regret the unfortunate circumstances surrounding your mail-in renewal applications and that the **** might really have lost your package. We understand how disappointing this experience must have been. We sent you an email for a resolution. Please reach out to us directly. Thank you for your patience. 
  
  

• Initial Complaint

  Date:04/17/2025

  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 signed up to get my passport through this service, I got pulled $165 dollars for this service. I originally applied to use this service back in 2022 and everything was going well until I received my blue box that had my pre-filled information on a printed application with two physical checks that required me to still physically schedule an appointment with the nearest post office. While reviewing the application my name was completely butchered. I contacted the customer support team and it was a hassle trying to get ahold of an agent to understand my issue, after multiple phone call hang *** by the agents I was able to get ahold of an agent that fully understood what I was needing. 2-3 weeks passed by and no follow up. I called again and was told that the issue was being resolved because there seems to be an issue with my social security upload picture. I waited another 1-2 weeks and finally received an email with the correct name and pictures. I had to physically go out of my way to re-print everything. Time passed by and by this time I needed my passport urgently. So I decided not to use this blatantly delayed service that still requires you to action everything. I moved and totally forgot that I had paid for this service, I tried to log into my account in 2025 and its locked. I no longer have access to the old phone number and their system requires 2FA. I called their support team and explained that I needed a refund, the agent claimed that the application was completed and that the service was complete. After going back and forward they informed me that they are going to need the checks to confirm if they were cashed. Fast forward - I have now been waiting another 1-2 weeks for a simple refund and the agent messed up and issued the refund back to the original funding method when I explicitly told them that original funding method was closed. Now I have to wait another 2-3 business days to get a resolution. This is ridiculous that they held onto the funds.

  Business Response

  Date: 04/24/2025

  Hello **** *********,
  
  We acknowledge your complaint and regret the inconvenience. Please know that the $165 refund was successfully processed on April 16th. Please reach out to your bank and provide them the ARN: 24000775107100016484526.