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:04/16/2025

  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 applied on March 4th for a passport and tsa. I uploaded documents and then they charged me $67. And $76 then on March 6th they charged my credit card another $165. I did not authorize the $165. The other two charges i never received anything from them for these charges and the passport application now is just sitting there with no movement, I cant get in to continue. I was told this ************************** were fraud when I went to the local *** office and paid another 76 for my TSA number. I need a refund from them and my documents recovered. I had to stop my credit card and get a new one because they hav it on file and I cant do anything about it!

  Business Response

  Date: 04/23/2025

  Dear ******* ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  To begin, it is important to clarify that you applied for a new passport through GOV+, a paid third-party service. As with any third-party provider, service fees apply. All applicants are free to complete the process independently through the ************************ at no additional cost. However, by selecting GOV+, you chose a guided and streamlined experience which includes preparation, packaging, and delivery of your application to the appropriate government agency.
  
  Your one-time payment of $67 was for use of our secure platform and software tools that facilitated your passport application. GOV+, through its subsidiary *********************, is authorized by the ******************* and operates under the compliance, integrity, and security standards required. It is our responsibility to ensure that each application we submit meets federal requirementsnoncompliance would result in rejection at your in person appointment. The passport photos you have uploaded did not meet the qualifications set by the agency.
  
  In addition, the $165 you paid covers the required government fees: a $130 passport book fee and a $35 execution fee, which will be issued as two separate checks for routine passport processing. 
  Regarding the $77 charge, this corresponds to the optional ******************** offer that you accepted. Please note that such offers are not required to use our platform and are clearly marked as optional, with the ability to skip or decline. This charge was processed only after you actively authorized it by proceeding through all confirmation steps and clicking I authorize.
  
  Following your acceptance, we sent appointment scheduling emails on April 4 and April 5. You selected your appointment for Tuesday, April 15, 2025, at 11:50 AM at ********, ***************************************************************************************. A confirmation email was sent to you on April 10, outlining your appointment details, what to bring, and the separate government fee to be paid during your in-person enrollment. According to *** records, you attended your appointment and were issued a Known Traveler Number.
  
  We would like to take this opportunity to clarify a few important points regarding your experience and the statement reportedly made by a personnel at the ******** location. Thank you for bringing this to our attention.
  
  We would like to emphasize that GOV+ is a private third-party company that facilitates a wide range of government-related application servicesincluding, but not limited to, TSA PreCheck. We are not a government agency, nor do we claim to be. This is clearly stated in our disclaimers and throughout our website. Our role is to assist applicants in streamlining complex application processes by providing support, preparation, and tracking tools that save time and reduce the risk of errors.
  
  It is important to note that ******** itself is also a private third-party service providernot a government entityand its employees are not government personnel. While ******** is an authorized enrollment provider for ************, it operates under a contract much like GOV+ is authorized by agencies such as the ******************* for passport application facilitation and IRS for electronic filing for taxes.
  
  If a member of their team characterized our company or our services as fraud, we find that not only deeply inaccurate, but also highly unprofessional. While they may not be familiar with the full scope of services we provide, that does not justify making misleading or alarmist statements to customers. We are always available to verify the legitimacy of our operations and encourage open communication when concerns arise.
  
  Finally, we would like to highlight that, despite your TSA PreCheck being rendered in full and your passport application not meeting 7 day refund eligibility criteria, we have processed full refunds as a gesture of goodwill. Please allow 35 business days for the funds to reflect back to your original payment method, as processing times vary by bank. Refund confirmation emails have already been sent. We already submitted a request for your information to be deleted from our system within ***** hours.
  
  We value our customers and intend to serve those who understand and appreciate the value of our services. We consider this matter closed.

  Customer Answer

  Date: 04/30/2025

  So they claimed in the email they were going to refund amounts but I have not received anything and dont know how they will because my credit card sent me new cards because I report fraud . Meanwhile I have no passport either, the application was not accessible to finish the application after they acquired some of my personal information which I am quite concerned about them having. . So they sent me this latest email on April 25 that they were going to refund all my money but I havent seen anything returned and not sure how they are going to credit it back to my original credit card because that credit card number has been canceled! They need to be refund me by check! 
  thank you very much in this matter! I am a senior citizen living on a fixed income and need that money for bills. Thank you!

  Business Response

  Date: 04/30/2025

  Dear ******* ****, 
  
  We're sorry to hear that you did not receive your 2 of your refunds as expected. Please be advised that while we process refunds promptly on our end, we do not have any control over the processing timelines or internal procedures of your financial institution once the refund has been issued. The mandatory government fee has been successfully processed. Please see attached filed for reference. 
  
  Amount: $67.00
  ID: ****************
  Status: Declined -  Deposit is already referenced by a chargeback.
  
  Amount: $165.00
  ID: ****************
  Status: Approved. ARN: 76011770351132759843511
  
  Amount: $77.00
  ID: ****************
  Status: Declined - Deposit is already referenced by a chargeback.
  
  At the time your refunds were processed, we were not informed that you had already initiated disputes with your bank. Given this, the matter is now under your banks jurisdiction, and no further action is required from our side.
  
  We recommend reaching out to your financial institution directly to inquire about the status of the disputed funds and to confirm when they will be available in your account.

  Customer Answer

  Date: 05/01/2025

  The money has been recovered from **************************! Thank you very much I appreciate your support and can thank you enough for helping me pursue this matter to a resolve! Thank god for your **** it saved a senior from losing my money in a scam!! Bless you

• Initial Complaint

  Date:04/16/2025

  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 went through Gov+ to get a passport renewal, paying them $197 ($130 gov't fee and $67 for their services). I started this process around March 15, 2025. This experience has been frustrating and poor, to say the least. It started with the 1st photo I took. I received an email from them stating the photo didn't meet requirements and to provide another. This was after a 3-business day wait. I tried uploading another photo (5 different photos attempted) and none were accepted. I then reached out via online chat on 3/22/25 and was given the info on the site about sending a proper photo. I looked on the site for a customer service phone number, but none are listed for this company. I waited a few more days and asked for a refund via chat. I was told it was past 7 days since signing up on GOV+ so I went ahead and submitted another photo on 3/28/25. The application accepted my photo, finally, and the site stated there was an estimated wait time of 3 business days. As of today, it has been 13 days No change, no emails, nothing! Still waiting to hear what is happening on my renewal. I'm so done with this company. I thought doing this process online would be easier and convenient. Now I wished I went to the **** to get this done. I would like my money refunded back to me ($197.00) and I will handle my passport renewal the old fashioned way In person! I would also like GOV+ to delete my personal inforation they have collected. Thank you.

  Customer Answer

  Date: 04/22/2025

  Hello,  I  am not sure if the company responded to you but I was issued refunds of all money I spent on the passport renewal as of 4/18/25. Thank you. 

• Initial Complaint

  Date:04/16/2025

  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 signed up for govplus because I understood that utilizing their service would be a way to expedite renewing my passport. I filled out all the paperword and submitted payment on Feb. 27, 2025. Today is April 16 and I still haven't received any information about the progress being made on receiving my passport! My application seems to be stuck on "step 8" for weeks when it says it will take 3 days. I paid a bunch of extra money for this service for what? I just want my passport!

  Business Response

  Date: 04/23/2025

  Dear Mr. **************** acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and address your concerns.
  
  First and foremost, we sincerely apologize for the delay in completing your application. However, we must clarify that we are unable to proceed in good faith while the second passport photo you submitted continues to fall short of the qualifications set by the ************************. We are required to adhere strictly to these standards to avoid application rejection.
  
  We understand the urgency of your upcoming travel plans in mid-May, and we want to help you move forward as quickly as possible. To expedite the resolution, we invite you to contact us directly at ********************************* so we can arrange a phone call at a time that works best for you. Were committed to assisting you in finalizing your application package.
  
  We look forward to hearing from you and resolving this promptly.

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/16/2025

  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.

  Claims to obtain birth certificates quickly and easily. Which is a complete lie. Ordered my birth certificate, was told 1-3 weeks for it to arrive (due to processing time). Order placed 3/10/25 it is now 4/16/25 and they still havent obtained my birth certificate. When confronted via chat (which I was left on hold for HOURS) I was told the same lie about processing time. The representative wouldnt provide me with an accurate timeline as to when I would actually receive my certificate. This company took $79 for this service, yet failed to provide the document. Will be alerting my bank to fraudulent charges . Even with the statement about 1-3 weeks processing, we are still far past that timeframe

  Business Response

  Date: 04/22/2025

  Dear *********,
  
  Thank you for reaching out via the Better Business Bureau. We sincerely apologize for any frustration caused by the wait time and appreciate the opportunity to clarify the matter.
  
  At GOV+, we handle thousands of applications daily across various services and support channels. We are committed to giving each application the careful attention it deserves.
  
  To ensure fairness and efficiency, expedited and premium service applications are prioritized, as those include additional fees for faster processing and dedicated assistance. Applications submitted under the one-time $67 service fee are processed in the order they are received. If an application contains incomplete, inconsistent, or inaccurate information, we reach out for clarification. Once resolved, the application is returned to the review queue.
  
  In your case, you submitted a request for a birth certificate copy on ********, and the application was completed and mailed to the West Virginia ************************* in ********** by March 18. Delivery to the office was confirmed on March 27.
  
  Please understand that once the application reaches the government office, it undergoes internal sorting and review procedures over which we have no visibility or influence. According to their official website, mail-in applications are typically processed within 515 business days (1 to 3 weeks), though delays are possible depending on internal volumes and workflow.
  
  After processing, the office will mail your birth certificate directly to you. For privacy and legal reasons, only the applicantnot any third partyis entitled to receive updates or status reports directly from the issuing agency. 
  
  We understand the delay is frustrating and appreciate your patience. While we do our best to support and facilitate the process, once the application is in the hands of the government office, its timeline is unfortunately out of our control. Despite the issue being our hands, we have processed a partial refund for our one time fee of $67. A $34 refund has been issued as a one timer courtesy. Please allow 3-5 business days for the refund to be posted back to your original payment method. A refund confirmation email has also been sent. We leave you this phone number for the *************************: **************. You may reach out during the usual business hours. 
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  Well they offer to help get a social security card and it would take about 4 weeks but it's been 5 weeks and every time I try to talk to somebody you can't get a hold of them. Then through their AI chat thing that they say you're talking to a real person is giving me false information because I eventually did call him and they answered and the *** told me that it has been processed and it's going to be there by this past Monday which is April 14th I think and he said there was a delay from the ***. Sorry **** that's why it hasn't shown up yet but it should be there cuz it's been processed and it's coming to my house and I sent them a birth certificate and a photo ID of my son because the social security card is for my son. I would like to have my documents and my money back

  Business Response

  Date: 04/23/2025

  Dear ***** ********, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  To clarify, GOV+ is a private, third-party platform that facilitates multiple types of application processes. We are not affiliated with the ****************************** (***), and at no point do we process or issue Social Security Card replacements. Your statement that you sent us your son's documents is inaccurate, as we are not the recipient of your sons application. 
  
  Your documents were meant to be mailed to the ********* ********** on *****************, as specified in your application instructions. The information provided to you regarding the mailing address was accurate at the time of submission. However, the *** location no longer accepts mail-in applicationsa policy change implemented by the *** itself, not by our organization.
  
  As for the mails unexpected routing, **** is solely responsible for the handling and return of undeliverable packages. When a package marked Return to Sender travels out of state, it typically enters a broader distribution cycle involving regional or national sorting facilities. This can result in delays, misroutes, or temporary detours through unrelated postal zonesagain, something entirely outside our control. The return label included your address as the sender, which means the package should eventually be routed back to you.
  
  While we understand your frustration, and despite our services being fully rendered, full refunds were issued to you on 2 separate occasions. The one time GOV+ fee of $67 was refunded on April 21st and the GOV+ Expedited processing fee of $57 was refunded today, April 23rd after monitoring the status of your package. Refund confirmation emails have been sent as well. Please allow 3-5 business days for the refunds to be posted back to your original payment method as bank processing times vary. This is the **** tracking number of your package: **********************. Once you receive the package, if you are still interested in mailing it out, the nearest ********** that accepts mail in applications is at **********************************************. All in-office appointments should be scheduled to visit another field office within the ********************** area as per the *** website (********************************************************). 

• Initial Complaint

  Date:04/15/2025

  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 tried to use gov+ to get a passport they charged me $65 then turned around and charged me again $165 they haven't provided any help or a refund and it appears they are holding my information and wont return it a d will not release me from there service

  Business Response

  Date: 04/18/2025

  
  Thank you for contacting us through the Better Business Bureau. We understand your concerns and apologize for any inconvenience caused by the wait time. However, we would like to clarify a few important points to avoid any misunderstandings:
  
  Please know that GOV+ is a fully legitimate and registered private company operating in compliance with state and federal laws. Through our subsidiary, *********************, we are authorized by the ************************, which means we meet the strict security and integrity standards set by the agency.
  
  We process thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves. Expedited and premium services are prioritized, as these options include additional fees specifically for faster processing and dedicated assistance. Applications submitted under the standard GOV+ service fee are reviewed in the order they are received to ensure fairness for all customers.
  
  When issues arisesuch as unqualified passport photos, incomplete information, or unverified addresseswe promptly notify the customer and place the application back in the review queue. Once the necessary corrections are submitted, the application is reviewed again. This process is designed to prevent rejections at the government level, a safeguard we believe most customers value.
  
  You filed your application on January 13th under the standard one-time GOV+ service fee of $67, which underneath the amount states Government fees are not included, We didn't "turn around" and just charged you another fee. You did not pay the mandatory government fee of $165 until March 26thmore than two months later. We are unable to begin review or processing until this required fee is submitted. Additionally, the photo initially submitted did not meet the ******************** requirements. As such, we reached out via email to request a replacement that would meet the necessary standards.
  
  Based on the nature of your complaint, we understand that you have since chosen to proceed independently with your application. We fully respect that decision. 
  
  Accordingly, your application with us has been canceled on April 15th , and  full refunds have been issued. We only  aim to support and retain customers who recognize the value of our services. Please allow 35 business days for the funds to be returned to your original payment method, as processing times may vary by bank. Refund confirmation emails have also been sent to your registered address. We have also attached invoices and refund receipts for your review. We consider this matter closed.
  
  

• Initial Complaint

  Date:04/15/2025

  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 needed a new social security card so I went online and found govplus, on February 18, 2025. I filled in my information, requesting a new social security card. They charged me three times for a social security ($57, $67, & $77) for my transaction. As of today, April 15, 2025, I have not received a card yet. When you call the ************ (the number on the webpage) it says welcome to the ******************************, which it is not the social security administration. My children have checked this for me and found that I should not have been charged for a social security card I needed to call the social security administration for my county and they will issue a card for free. People need to be warned about this agency because they took $200 from me and I didnt need to spend the money and I still dont have a card. My children are taking me to the ********************** and will help me get a new card.

  Business Response

  Date: 04/18/2025

  Dear **** *********
  
  We acknowledge your complaint via the BBB. Allow us to clarify some of your statements. Our official customer support number is ************, which is publicly listedincluding right here on our BBB profile. If you contacted a different number, it was not affiliated with us. Any assumptions that we are masquerading as a government agency are, quite frankly, just thatassumptions.
  
  We do not pretend to be a government entity, nor do we imply it. Our website clearly displays disclaimers that are visible and accessible to anyone willing to read them. As outlined in our Terms of Use (SECTION 4, Item 2):
  
  "Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications."
  
  Regarding the charges in question, allow us to break them down for you with full transparency:
  
  GOV+ One -time Software fee for Social Security Card Replacement: $67
  GOV+ Expedited Processing Fee - (OPTIONAL): $57
  GOV+ One -time Software fee - Discounted TSA PreCheck - $77
  
  Please be aware that before any charges are processed, customers are required to:
  
  Manually enter their payment information.
  Click Agree to the Terms and Conditions.
  Click Submit.
  
  Regarding the expedited service and the discounted TSA PreCheck offersplease note these are entirely optional. They are not required to use our service, and at no point are customers obligated to accept them. In fact, each offer clearly includes an option toSKIP. If a charge was processed, it is because you actively authorized it by proceeding through each confirmation step and clicking I AUTHORIZE.
  
  As for your application, its important to understand that aside from your GOV+ account never being activated, more critically, your application form was not completed. We cannot, under any circumstances, process an incomplete application. To do so would be not only unfeasible, but also non-compliant with legal and procedural requirements.
  
  Our services are entirely optionalno one is mandated or coerced to use them. The value we provide lies in the convenience and guidance our platform offers. GOV+ serves as a central hub for multiple government applications, eliminating the need to navigate multiple government websites or figure out complex forms and requirements.
  
  Given the nature of your complaint and your requested resolution, we have canceled your applications and issued full refunds on all the fees today, April 18th. Refund confirmation emails have been sent. Please allow 3-5 business days for the funds to reflect in your account, as bank processing times vary. We only aim to serve customers who understand and value our services. We consider this matter to be closed. 
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  This company provides passport renewal. I have paid the fees and have been waiting for my passport to move beyond the step 8, which is to verify my information. They isn't anybody I can talk to. I have attempted several times to get an update on my status but either the wait is over an hour or they can't seem to figure out this issue. Today I am on the chat line with them again ( 4/15) and ******* can't figure anything out. I asked for a refund and she finally refunded my $67 application fee and $130 passport fee. I don't know if this company gets anybody their passport or just makes money pretending to do the work and keeping peoples money because it's a pain in the a** to get it back. They should NOT be in business.

  Business Response

  Date: 04/21/2025

  Dear **** ******, 
  
  Thank you for reaching out through the BBB. We would like to clarify that GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards. 
  
  We also like to address your concern regarding the wait time. Please know that we process and review thousands of applications and inquiries daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review.
  
  Upon review, the passport photo you initially uploaded did not meet the required standards. It is important that the face is fully visible and unobstructed. Eyebrows should not be partially covered, and no hair should obscure the sides of the face. The ******************* requires that the face be clearly visible from the top of the head to the chin, with no shadows obstructing the facial features. Hair should be neatly styled, but it must not cover any part of your face, especially your eyebrows or eyes. If hair falls on the sides of your face, make sure it is either tucked behind your ears or pulled back so that the face is fully visible.
  
  We sent an email requesting you to upload an acceptable passport photo, we did not receive a new photo. 
  
  When you requested for the refunds, we processed them, as you have stated. Our goal is to serve and retain customers who understand and appreciate the value of the services we provide. Thank you for your feedback.  

• Initial Complaint

  Date:04/14/2025

  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.

  I paid to expedite my passport renewal in a few days. It has been 2 months and still not processed. I want a refund or my passport renewed. Im on a fixed income, and can't afford to be taking advantage of.

  Business Response

  Date: 04/18/2025

  Dear *********,
  
  We apologize for your frustration, however, it is always best to reach us directly. We can be reached anytime via email ********************************************************
  
  Your application is still in review due to persistent issues with an acceptable photo, the one where you were wearing blue; this photo was taken where you were  looking down. Please know that here is a list of the requirements:
  
  Background
  Plain white or off-white background
  No shadows, textures, or patterns
  No props or other people visible
  
  
  Pose and Expression
  Camera must be at eye-level, face the camera directly with a neutral expression or natural smile
  Eyes open and visible
  Mouth closed (no exaggerated smiles or open mouths)
  Photo must be taken with space on top of the head - belly area must be captured as well - shoulders squared
  You can use a timer setting on your device for this if you alone or have someone else take a photo for you. 
  
  Attire
  Wear normal, everyday clothing
  No uniforms (except religious attire worn daily)
  No camouflage or clothing that blends into the background
  No hats or head coverings unless worn daily for religious purposes (must not obscure the face)
  
  Glasses and Eyewear
  No glasses allowed (even if prescription) must be removed
  Exceptions made only for medical conditions (with signed doctors note)
  No tinted lenses or glare allowed
  Headphones, Jewelry, and Accessories
  No headphones or wireless hands-free devices
  Jewelry is permitted if it does not obscure the face
  Facial piercings allowed if they do not cause glare or shadow
  
  Hair and Head Position
  Hair can be styled as preferred, but the full face must be visible
  No hair covering the eyes or face
  
  Recentness
  Must be taken within the last 6 months
  Must reflect your current appearance
  
  In your case looking downward would cause a rejection. If you wish please review the above requirements and you can email us the photo at ******************************* for expert review before you upload it.
  
  We regret the time delay the acceptable photo has caused but please know these are requirements set by the passport agency not us and we want to avoid any rejection of your application. Once we have an acceptable photo we can send your package for printing and ship it out to you. 
  
  We hope this helps and look forward to getting an acceptable photo from you and we remain at your service.

• Initial Complaint

  Date:04/14/2025

  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 have been trying to get a passport renewal since February 11th when I started this process. Kept saying photo was not good, take another one. Then it said papers were delivered to me, which they were not. Girl admitted that papers were not mailed out, the photo was rejected again. I would like a refund, but they refused saying it was past the 7 days. This service is a scam. Unfortunately, in the paperwork they now have my social security number. Terrified that now my number is out there.

  Business Response

  Date: 04/18/2025

  Dear **** ******, 
  
  We acknowledge your outreach via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  We regret any inconvenience caused by the delays you experienced. At GOV+, we process thousands of applications daily across a wide range of services and support channels. To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received.
  
  If any issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe notify the customer and place the application back in the queue. Once the necessary corrections are provided, the application undergoes another review. While we strive to be timely, our commitment is to give each application the thorough attention it requiresespecially when accuracy and compliance are critical.
  
  Regarding your application, please be informed that it was on hold due to ongoing issues with your passport photo not meeting the required criteria. The passport photo standards are set by the ************************, and as a service provider, our role is to ensure strict compliance with these federal guidelines.
  
  GOV+, through our subsidiary *********************, is authorized by the ******************* to assist with passport services and operates under strict security and regulatory standards. As such, we are unable to approve or process any application that includes non-compliant photos, incomplete information, or missing documentation, as this would likely result in rejection by the passport processing facility. So no, we are not a scam and you were not scammed. This process is in place to prevent rejections at the government levelsomething we believe most customers would appreciate.
  
  As part of our system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance that packages were shipped and delivered, and we regret any disruption this may have caused.
  
  Your application package remained with us and was not completed due to an issue with the passport photo provided. Given the nature of your complaint and your requested resolution, we have canceled your application and issued full refunds on April 15th. Refund confirmation emails have been sent. Please allow 3-5 business days for the funds to reflect in your account, as bank processing times vary. We only aim to serve customers who understand and value our services. We consider this matter to be closed. 
  
  

  Customer Answer

  Date: 04/21/2025

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