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:04/14/2025

  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,
  
  **** ******

• Initial Complaint

  Date:04/13/2025

  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.

  went thru Gov+ to get a passport renewal, paying them $197 ($130 gov't fee and $67 for their services). This experience has been frustrating, time consuming and an overall major pain. 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. I uploaded another photo and didn't hear anything, thinking I would get an email like I had when the after 1st photo didn't work. I logged into my Gov+ dashboard which showed there was an estimated wait time of 3 business days. It had been at least 37days so I decided to chat with a person to find out what the holdup was. After waiting ***the photo I uploaded didn't meet requirements. I have done it 4 or 5 times already why they haven't notify me since a week ago from the last time I heard from them. I have asked for a refund and they said since it's been after 7 days I can't get a refund but I work hard for my money so that's not fair I already took 5 pic and they don't pass I don't understand I think this is a scam please if ur real just seen me my money so I can go to a regular passport office

  Business Response

  Date: 04/17/2025

  Dear *******,
  
  Thank you for reaching out, and we sincerely apologize for the inconvenience and frustration you've experienced. Your application is currently still under review due to ongoing issues with the passport photo you submitted as you mentioned. This has been a persistent challenge, and we appreciate your patience as we work to ensure your application meets the strict guidelines set by the Department of State.
  
  For your reference, here are the official passport photo requirements:
  
  Background
  
  Plain white or off-white background
  No shadows, textures, or patterns
  
  No props or other people visible
  
  Pose and Expression
  
  Face the camera directly
  Neutral expression or natural smile
  Eyes open and clearly visible
  Mouth closed (no exaggerated smiles or open mouths)
  
  Attire
  
  Wear everyday clothing
  No uniforms (except daily religious attire)
  No camouflage or clothing that blends into the background
  No hats or head coverings (unless worn daily for religious reasons and must not obscure the face)
  
  Glasses and Eyewear
  
  Glasses are not permitted (even prescription)
  Only exceptions are for documented medical reasons (must include a signed note from a doctor)
  No glare, tinted lenses, or reflections
  
  Accessories
  
  No headphones or wireless devices
  Jewelry is acceptable if it doesnt obscure the face
  Facial piercings are allowed as long as they dont cause glare or shadow
  
  Hair and Head Position
  
  Hair may be styled as desired, but the full face must be clearly visible
  No hair covering the eyes or face
  
  Photo Recency
  
  Must be taken within the last 6 months
  Must accurately reflect your current appearance
  
  Your current photo appears to show you in a uniform, which unfortunately disqualifies it based on the above guidelines.
  
  To move forward, you have two options:
  
  You may let us review a new, compliant photo by sending it direct support email: ********************************* Once we deem it qualified, you will upload it to your dashboard. 
  
  Alternatively, we can issue you a $15 refund to help cover the cost of having a professional photo taken in person. Once you receive your printed application package, you can simply attach the compliant photo before mailing it out.
  
  We understand the delay is frustrating, but these guidelines are mandated by the *******************, and ensuring compliance helps us avoid your application being rejected.
  
  If youd like us to proceed with printing your application package and shipping it to you so you can attach your own 2x2 compliant photo, just let us know.
  
  Were here to help and look forward to your reply.

• Initial Complaint

  Date:04/13/2025

  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 paid for my passport there then I never received it or a package they claim they sent I have try calling them and contacting them no luck at this point I want both my refund back I pay them big scam I sign up with **************************** I file in January too

  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. This process is in place to prevent rejections at the government levelsomething we believe most customers would appreciate. 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 they are currently on hold due to ongoing issues with your passport photo meeting 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. So no, we are not a scam and you were not scammed. 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. 
  
  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. 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: 04/25/2025

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

   

  a longs i get my money back

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for passport renewals for myself and my husband on Gov+. It was very difficult because we had to have seperate accounts on different browsers because it wouldn't allow me to sign out of one account and into another one. It took over a dozen tries to get an acceptable picture uploaded. Then it said it was being processed and would take 3 business days. After 2 months of waiting and the charges showing up on my credit card statement, I tried to contact them. The ** chat said processing takes 3 days, end of story. I got a phone call from a random number in ******** and a voice mail saying it was Gov+ and I should call back. The first time I called back, I sat on hold for 40 minutes and gave up. The next 7 times I called, I was on hold for 2 minutes and it hung up on me. The next time I chose the option to get a link to chat with a person. The link took me to the ** chat that said processing takes 3 days. I told it I wanted to talk to a human and have been waiting for over an hour. I just want to know what's going on. At this point I can't even log into my husbands account because somehow I'm logged in on both browsers. Now that I just typed the price in, I'm not sure why it's so much. I thought it was $87 each.

  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 apologize for any inconvenience caused by the need to access separate accounts. Please note that GOV+ offers a Family Plan under our Premium subscription, which allows a primary account holder to manage and file applications on behalf of family members. This enables multiple applications to be handled under a single account for added convenience. This option is presented during the application process.
  
  Regarding both your and your husbands applications, please be informed that they are currently on hold due to ongoing issues with meeting 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 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.
  
  We are committed to helping you successfully complete your applications and are happy to provide guidance on meeting the necessary requirements. Please feel free to contact us directly via email: ********************************* should you need further support.
  
  

  Customer Answer

  Date: 04/18/2025

   
  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:04/12/2025

  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.

  On January 29, I applied for a passport renewal. I paid $190 for the application and $57 for expedited. Nearly 3 months later now, the application still says pending and the ** support gives me no help. My flight is less than 2 weeks away and I had to go to the passport agency in my city and pay another $190 to get my passport. This is a scam and I demand my money back!

  Business Response

  Date: 04/17/2025

  Dear **** *******,
  
  Thank you for contacting us through the Better Business Bureau. We appreciate the opportunity to address your concerns and sincerely regret any inconvenience caused by the wait time.
  
  At GOV+, we manage and review thousands of applications across various services daily. Each submission is handled with care and attention, and when issues arisesuch as unqualified passport photos, incomplete information, or an unverified addressapplications are returned to the queue for further review to ensure accuracy and compliance.
  
  In your case, 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, and a full refund has been issued. 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.

• Initial Complaint

  Date:04/11/2025

  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.

  Payed money for an expedited passport, Said its being processed, but has been 6 -8 months and nothing. Must be a scam.

  Business Response

  Date: 04/16/2025

  Dear ***** ***, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to clarify the facts.
  
  As a general reminder, we strongly encourage customers to reach out directly to businessesours includedwhen seeking clarification or assistance. This is not only the most effective way to resolve concerns, but also the most ethical and responsible approach.
  
  With regard to your application: you initiated a New Passport application on January 4th, basically it hasnt been 6-8 months that passed as you have stated, but the process was never completed - an issue that is not on our end.  Multiple email reminders were sent, urging you to log in and finalize the required steps. On April 12th, we noted that you reset your password; however, no further action was taken to progress the application.
  
  Please understand that we cannot process applications that remain incomplete. Doing so would not only be impracticalit would also violate compliance protocols, as we are obligated to follow strict federal standards regarding document accuracy and submission.
  
  Despite these facts, and despite your application being outside of our 7-day refund eligibility policy, we have issued a full courtesy refund of $67 today, April 16th. The refund confirmation has been sent to your registered email. Please allow ********************************************* your account, depending on your banks processing times.
  
  We have now canceled your application, and based on the timeline and lack of response, it is evident that you opted not to complete the process.
  
  Your refund has been issued in full, and we consider this matter closed.
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  January ******* attempted to renew my passport and do TSA precheck with expedited service using GOV+ website I was charged $130 for the passport renewal, $67 for TSA and $57 for expedited service. On March 31, ***************************************************************** a blue box delivered to my home but no blue box was delivered and I have no way of contacting them to inquire.

  Business Response

  Date: 04/16/2025

  Dear ********* *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and provide clarification.
  
  Please know that we have two 24/7 customer support channels email and live chat. Both were indicated on our website on the Contact Us tab. We have checked our communication records and we have no record of you reaching out to us. We sent you an email on February 6th informing you that your passport photo did not meet the required passport photo criteria set by ************** of State.  The ***** enforces strict guidelines for passport photos, and as a support service, it is our responsibility to ensure that submissions adhere to these requirements to prevent rejections.
  
  We also sincerely 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. While we strive to be timely, our commitment is to give each application the thorough attention it requiresespecially when accuracy and compliance are critical.
  
  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. This process is in place to prevent rejections at the government levelsomething we believe most customers would appreciate.
  
  Additionally, during a recent system upgrade to prepare for expanded services, a limited number of applications experienced temporary disruption. While advance notifications were sent, we understand how this may have added to your frustration, and we sincerely apologize for the inconvenience. Please note that your application was not completed due to the issue with the passport photo you submitted. 
  
  Because your application package remained incomplete due to the photo issue, and in consideration of your request and experience, we have canceled both your Passport Renewal and your bundled TSA PreCheck applications and issued full refunds of $331. Refund confirmation emails have been sent to your registered email address. Please allow 35 business days for the funds to appear on your original payment method, depending on your bank's processing time.
  
  We value your feedback and hope this resolution demonstrates our commitment to customer satisfaction.
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  2/4.2025 Gov+Spied for passport s d made Topsy Nets a prompted, completed application and submitted all the meveddaty docume Ts, and I have not received my passport, paid $57 and $67 on 2/4/2035. I have reached out to Gov+ online several timegor an update, and first the application was being processed, then the response was its in the mail, then it was delivered a d follow the instruction in the package. I me er received any mail either through *******, **** FecEx, or a y other courier service. Ive asked for a tracking number with no response. Every time I reached out ti Gov+ asking for and update me or refund I get an the ** generated response just sending me in circles asking why do I want a refunds and sends me back to the dashboard with no resolution. I would like all of my money refunded to my and application canceled.

  Business Response

  Date: 04/15/2025

  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and provide clarification.
  
  We understand your concerns and sincerely 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. While we strive to be timely, our commitment is to give each application the thorough attention it requiresespecially when accuracy and compliance are critical.
  
  Please note that your application was not completed due to recurring issues with the passport photo you submitted. The ************************ enforces strict guidelines for passport photos, and as a support service, it is our responsibility to ensure that submissions adhere to these requirements to prevent rejections or further delays.
  
  Additionally, during a recent system upgrade to prepare for expanded services, a limited number of applications experienced temporary disruption. While advance notifications were sent, we understand how this may have added to your frustration, and we sincerely apologize for the inconvenience.
  
  Because your application package remained incomplete due to the photo issue, and in consideration of your request and experience, we have canceled your application and issued a full refund of $289. Refund confirmation emails have been sent to your registered email address. Please allow 35 business days for the funds to appear on your original payment method, depending on your bank's processing time.
  
  We value your feedback and hope this resolution demonstrates our commitment to customer satisfaction. 

• Initial Complaint

  Date:04/10/2025

  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.

  Went to gov plus to get my passport and they said 3 business days estimated to approve everything and waited 3 weeks called about it and they refused to give me my full refund just because you guys did something doesnt mean you can keep the money if I canceled my passport because you guys took forever they gave me a partial refund of 165 and 34 I need the full refund amount please

  Business Response

  Date: 04/15/2025

  Dear ******* *******, 
  
  Thank you for reaching out through the BBB. We understand your concerns and regret any inconvenience caused by the wait time. At GOV+, we process and review thousands of applications 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.
  
  You were charged $67 for the GOV+ service fee for using our platform and $165 for the mandatory government fee associated with a New Passport application when you filed on March 8th. When you requested a cancellation and refund on April 7th, your application had already undergone review and  it was already beyond the 7-day refund eligibility periodwhich is why your initial request was denied.
  
  For reference, our refund policy (Section 10) 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.
  
  That said, customer satisfaction remains our priority. As a one-time courtesy, we have processed the remaining $33 refund despite our policy. Please note that while refunds are processed in real-time, it may take ******************************************** your account, depending on your bank's processing time. Refund confirmation emails have already been sent for your reference.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:04/10/2025

  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 March 3, 2025, I charged $97 to my credit card to Gov+LLC, thinking that I was purchasing a passport. Since that time, I have not heard anything from this company. No emails, no phone calls etc. I have attempted calling their customer service number to no avail. I eventually googled the business and learned that it is NOT accredited by the Better Business Bureau, and that an alarming number of people have had the same complaint. I would like a FULL REFUND of my $97 as this company is a ****. They represent themselves as a government agency and prey on people who are not savvy to their scheme.

  Business Response

  Date: 04/15/2025

  Dear ****** ****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We encourage all customersnot just with GOV+to first contact the business directly when questions or concerns arise. This is not only the most effective path to resolution but also the most constructive and ethical one.
  
  To clarify, GOV+ is a legitimate, registered private company offering a streamlined platform to assist with government-related applications. Our services are entirely optional, and customers are always free to apply directly through government channels at no additional cost. Our records show you did not reach out - Not even a blank text to our 24/7 chat support.
  
  We are transparent about the nature of our service. Our website clearly states: Not the government, just a helpful private company, and our Terms and Conditions are presented prior to payment. Labeling our service as a "scam" due to a misinterpretation or overlooked detail does not change these facts. We provide added convenience and support that many customers find beneficial.
  
  According to our records, you submitted a *** PreCheck application on March 3rdnot a passport application, as stated in your complaint. Unfortunately, your account was never activated. Additionally, it appears your email address was entered incorrectly (as ********************** and your mailing address was not verified. Without a verified account or accurate contact details, we are unable to complete the application process or securely deliver critical updates. Moreover, we are unable to process incomplete applications, as doing so would be non-compliant with TSA requirements.
  
  That said, because the application was never completed, a full refund of $97 has been processed today, April 15th. A confirmation email has been sent, and the refund should appear on your original payment method within 35 business days, depending on your bank. Since you mistyped your email address, we have attached your refund receipt for your convenience.
  
  At GOV+, we strive to provide value and support to customers who understand and appreciate the services we offer. Your request has been fulfilled, and we now consider this matter closed