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:04/09/2025

  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 4/8/2025 I started an application for passport renewal, it got up to the section where I put my credit card in and I could not finish the application due to technical error, but Gov Plus charged me ****** plus ***** to process! But the application never was completed due to technical error!so how can they charge me for something that was not completed even the customer service *** could not find my application! I have tried for 2 days with e-mails, phone, and online chats with no success,I know I should have checked this out before I started this online,also I went on the government website and they said that I have to wait till my passport expires in one year, it is still valid and my passport is still valid! Are you able to get this company to get me a refund! I live on a fixed income, and the government website only charges ****** for passport renewal,

  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 and clarify the situation.
  
  To begin, wed like to confirm that GOV+ is a legitimate and registered private company that offers optional services to assist customers in preparing and organizing their government applications. Our platform is designed for convenience, not as a replacement for official government sites. This is clearly stated on our homepage and throughout the application process: Not the government, just a helpful private company. For future reference, passport renewals through the official ************************ website are available at a base fee of $130.00. Our service simply provides an optional convenience layerparticularly for those who wish to expedite, organize, or receive guided assistance with the process. To clarify further, GOV+ does not handle the final issuance of passports. Our platform is designed to facilitate the completion of the application process, but the final decision and issuance are handled solely by the ********************
  
  According to our system, you have 2 accounts created for GovPlus. In this complaint you used a ***** account. Your ******************** accounts we under ********************* and one **********************  Your application and subscription were registered under the latter email account. Your application process was initiated on April 8, 2025. While you mentioned a technical error, please note that our records show that you have answered the initial set of questions and the transaction was completed and both the one time standard fee of $67, which was authorized manually by you,  agreeing to the terms, and clicking submit. Accepting the offer for the $119.88 GOV+ Premium which also has a clear option to be skipped if you prefer not to subscribe. 
  
  Unfortunately, your account was never activated. Additionally, without completing the rest of the questionnaire and the rest of the processing steps, we are unable to complete the application process or deliver critical updates. Please understand that we are unable to process applications with incomplete information, as doing so would be both infeasible and non-compliant with legal requirements.
  
  Given that the application was not finalized, your applications and subscription were cancelled and we have processed full refunds of the Standard $67 GovPlus free and the GOV+ Premium Annual Subscription $119.88 as requested. Refund confirmation emails have been sent to your registered email address, and the refunds should reflect on your original payment method within 35 business days, depending on your bank.
  
  We also appreciate your acknowledgment that you may not have reviewed the details thoroughly prior to beginning the process. Your refunds have been issued in full, and we now consider this issue closed.
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  Services not rendered. Can not reach business by phone or email. Did not receive passport materials.

  Business Response

  Date: 04/15/2025

  Hello ****** ****,
  
  Hello ****** ****,
  
  We acknowledge your complaint via the BBB. We regret that  you felt that no one was available to assist you. GOV+ processes thousands of applications daily across multiple services and support channels. Our commitment is to give each application and inquiry the attention it deserves, which means that sometimes a short wait is unavoidable.
  
  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 receivedthis ensures fairness for all customers.
  
  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.
  
  Our customer support is available 24/7 through both live chat and email. However, please understand that there will always be a queue. If your issue is not urgent, our email support remains available around the clock as a convenient alternative.
  
  We strive to resolve issues promptly, but we do need customers to meet us halfway. We ask for a reasonable chance to address concernsbut instead, here we are responding to complaints because waiting for a resolution was apparently not an option. Your application has been cancelled and full refunds were issued. Refund confirmation emails were sent. Please allow 3-5 business days for the refunds to be processed by your bank as bank processing times vary. 
  
  Our goal is to serve and retain customers who understand and appreciate the value of the services we provide. We trust this meets your desired resolution. We consider this matter closed.
  
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  On Feb. 24 I submitted a online passport renewal application through gov plus. Got no updates other than saying " veryfing application with government " estimated wait 3 days. After over a month, I called state ***** They have not received my application or the ****** I paid to gov plus for government fee. I only have 5 days before I am no longer eligible to renew online. The gentleman from **************** suggested I do application online through government website. I would like a full refund from GovPlus for the ***** fee for submitting my application and the ****** government fee that was never submitted towards my renewal. They provided me no service whatsoever. I called them and got no acceptable explanation, other than my application was delayed 12 weeks. As I stated earlier, the government travel ***** Never received my application or the fee I paid GovPlus. I tried emailing them. But my emails went blank when I hit the send button. I tried calling again and was put on hold for over an hour.

  Business Response

  Date: 04/14/2025

  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. Your refunds were issued in full on April 10th by our Supervisor ***. Refund confirmation emails on the same day. We consider this matter closed. 
  
  

  Customer Answer

  Date: 04/15/2025

   
  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:04/08/2025

  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.

  02/26/2025 $497.00 for special handling of passport help 03/21/2025 $119.88 for some other special handling 03/21/2025 $211.36 for even more special handling 02/26/2025 $77.00 for something else 03/24/2025, $60 was refunded to me because I had complained about all the added charges.04/02/2025 All communication with them stopped. They don't answer the phone, and they don't send a verification code to sign into the website. I sat on hold for over an hour on the phone number ************ today (04/08/2025)

  Business Response

  Date: 04/15/2025

  Hello **** *******,
  
  We acknowledge receipt of your complaint via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  Regarding the service fees, please be informed that GOV+ offers multiple tiers of passport processing services, each designed to suit different levels of urgency and budget. These options are entirely optional. Standard processing remains available for those who do not require expedited handling or prefer a more budget-conscious route.
  
  Expedited applications, by contrast, involve additional stepssuch as time-sensitive coordination and hand-delivery of documents to passport facilities by our couriers. These added services naturally carry additional costs, clearly outlined before payment is processed. 
  
  Please be aware that before the initial charge is processed, customers are required to:
  
  * Manually enter their payment information.
  * Click Agree to the Terms and Conditions.
  * Click Submit.
  
  Directly below the selections, there is a disclaimer stating: PROCESSING TIMES START ONCE DOCUMENTS ARE RECEIVED and GOVERNMENT FEES ARE NOT INCLUDED. These statements are intentionally visible to ensure customers are informed before proceeding.
  
  As for additional offers, these are entirely optional, not mandatory, and include an option to skip. If charges were processed, it was because you actively authorized them through these steps.
  
  Regarding your one-time PIN (OTP), please note that for security purposes, OTPs are automatically sent via SMS to the phone number provided during account creation. It is highly recommended to register a mobile number, as standard landlines typically do not support text message delivery.
  
  Unless your landline is capable of receiving SMS messageswhich is uncommonthis may explain the difficulty in receiving your login code.
  
  Nevertheless, we take customer concerns seriously, but we also value clarity and fairness. The steps you took were deliberate, and we trust this explanation clears up any confusion. Despite your request being ineligible under our refund policy, we processed full refunds as a courtesy. Here is the breakdown: 
  
  * Partial Annual Subscription Refunded March 21st - $60
  * Full Refund Passport Express (Guaranteed 2 Weeks) Refunded April 9th - $497
  * Full Refund Government fees with 1-3 days Shipping - April 9th - $211.36
  * Full Refund TSA Discounted $20 OFF offer April 9th - $77
  * Partial Annual Subscription Refunded April 10th - $59.88
  
  Our goal is to serve and retain customers who understand and appreciate the value of the services we provide. We trust this resolves the matter. We consider this closed. 
  
  

  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:04/08/2025

  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.

  GovPlus collected both $97 and $51.52 from me on 3/28, and never provided the service promised.

  Business Response

  Date: 04/14/2025

  Dear Dough ********
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and would like to take this opportunity to clarify a few key details regarding your TSA PreCheck application.
  
  You submitted your application on March 27th, and shortly thereafter, we sent you an email requesting your top three preferred dates and times for the mandatory in-person appointment. Unfortunately, we did not receive a response.
  
  On April 2nd, you reached out to us multiple times via live chat. However, in each instance, you exited the conversation before a representative could assist you. In one session, a representative had already joined and attempted to respond, but again, there was no reply from your end.
  
  Despite this, we proceeded to assist you proactively. On April 3rd, we emailed you a confirmed appointment for your preferred schedule: April 8th at 10:20 AM at ********************************************************************************. For good measure, we re-sent the appointment details on April 7th.
  
  Then, on April 8th, after attending the appointment we scheduled for you and after your eligibility review had already been initiated, you reached out to request a refund.
  
  While the service was clearly renderedincluding coordination, communication and appointment bookingour representative ***** still processed a full refund of your GOV+ one-time fee and canceled your subscription. Confirmation emails were sent to you the same day. We consider this matter closed. 
  
  

• Initial Complaint

  Date:04/06/2025

  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.

  Ive asked for a refund and never got one. Waited for over 3 weeks for my documents to come and never did.

  Business Response

  Date: 04/14/2025

  Dear ******,
  
  Thank you for reaching out to us through the Better Business Bureau. We sincerely regret that your experience was not as smooth as we aim to provide. Customer feedback is invaluable to us, and we are continually working to enhance our services.
  
  We would like to inform you that your application package was completed on April 7th and has been awaiting **** pickup. It has been in transit since April 11th, and according to the tracking status, it is expected to be delivered by April 16th.
  
  Regarding your refund request, please note that the package includes checks we issued in the amount of $165. Since the checks have been shipped, the standard refund policy no longer applies.
  
  Should you wish to continue with your application, please follow the instructions provided in your customized package. As a reminder, you will need to schedule an in-person appointment at your nearest **** passport acceptance center and bring your original documents along with the copies we prepared for you.
  
  If you prefer to pursue your application independently, we can refund the full government fee. To initiate this, please send two photos of the government-issued checksone intact and one torn in halfto ******************************** with the subject line: Government Fees Refund Request. This will allow us to properly document and process your refund.
  
  If you have any additional questions or require further assistance, please do not hesitate to contact us directly via email.
  
  We appreciate the opportunity to address your concerns and assist you further.

• Initial Complaint

  Date:04/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 26th 2025 April 5th 2025 I have paid for a replacement Social Security card twice from this company and after entering card information and being charged the page crashes. I wish to be fully reimbursed and if there is any compensation I can receive from the company for illegally obtaining my bank information and false advertisement.

  Business Response

  Date: 04/11/2025

  Dear ****** ***, 
  
  We acknowledge your complaint via the BBB. We regret that you misunderstood the services we provide. You filed two separate Social Security Card Replacement applications on March 25th, just two hours apart, which is why you were billed twice. You acknowledged this error when you contacted us on April 5th.
  
  Please be advised that one of your applications was already completed on March 27th. You were notified that your application is already being prepared. Please know that standard applications require 810 business days for printing and shipment. You were also notified that your application package was successfully delivered to the mailing address you provided on April 9th, fulfilling our service commitment.
  
  Under our refund policy, customers are eligible for a refund if requested within seven days of filing and if the application has not undergone review or completionneither of which applied here. Despite this, and despite you openly admitting the error was yours, we still processed a full refund of $67 for the duplicate application on April 6th.
  
  Additionally, although your original application was completed and delivered as promised, we extended you a full refund of another $67 purely as a courtesy consider it a goodwill gesture, not an obligation. Rend confirmation emails were sent. Please allow 3-5 business days for the refund to be posted back to the original payment method as their processing times may vary. 
  
  At this point, we consider this matter closed.
  
  
  

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i applied for a passport using Gov+, they promised i would get get my passport faster using them. After submitting all my info it took 4 months to get my packet. My wife's birthdate was wrong on the app. Three different people on the online chat promised to fix the problem and re-send the form. this has been going on for 3 weeks. No one answers their phone, I have waited on the phone as long as three hours. Can you contact them and help me get this resolved? I encourage everyone to steer clear of this company. I am beyond frustrated.

  Business Response

  Date: 04/14/2025

  Dear *******,
  
  Thank you for reaching out to us through the Better Business Bureau. We sincerely regret that your experience did not meet your expectations. Customer feedback is very important to us, and we are continuously working to improve our services.
  
  Your corrected DS-11 form was sent to your email on April 7th. Please be reminded that you will need to schedule an in-person appointment at your nearest **** passport acceptance center to complete the process.
  
  Additionally, we would like to inform you that the Proof of Citizenship you uploaded may not be accepted, as it does not include your parents information. To avoid delays, please prepare your original long-form birth certificate along with a photocopy to present at your appointment. Kindly follow the remaining instructions provided to ensure a smooth submission.
  
  If you have any questions or need further assistance, please dont hesitate to reach out to us at ********************************* Were here to help and look forward to supporting you through the rest of the process.

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used GOV + to attempt to renew my Passport. I had exactly the same experience others on your site had. I was done and then they kept asking for more money. And then it said I'd have my passport within 3 days. It's said that for months now. I want a full refund. I am going somewhere legit to have my passport renewed. I just thought trying it online this time sounded very possible and convenient. I certainly hope the charges placed on our credit card will all be reversed. One of the charges was $130 but there were other charges and enough word salad to choke on. Impossible even to find my log in info. Buried in all kinds of links. Of course there's no account or tracking number because there was no intention to honor or send anything.

  Business Response

  Date: 04/09/2025

  Dear ***** *******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau. For clarity, please be advised that GOV+ is a fully legitimate and registered private company, operating in strict compliance with both state and federal regulations.
  
  For your reference:
  
  GOV+ is authorized by the ************************, through its subsidiary *********************, to process expedited passport applications a distinction that requires meeting stringent standards for security and integrity.
  
  Regarding your specific case:
  
  Your passport application was submitted on January 27th with payment of the one-time GOV+ fee of $67.
  
  Before any payment is processed, customers are required to manually enter their payment details, affirmatively click Agree to the Terms and Conditions, and then click Submit.
  
  Directly beneath the payment amount, there is a clearly visible disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This language is intentionally unambiguous to ensure customers are fully informed prior to proceeding.
  
  You subsequently paid the mandatory $130 government fee the same day.
  
  As for the expedited service offer, it is entirely optional. Customers have the freedom to either select or decline it, and an option to **** is plainly provided. If a charge was processed, it was because you actively authorized it.
  
  In terms of your application status:
  
  As part of our standard process, if any issues arise such as unqualified passport photos, incomplete information, invalid documents, or unverified addresses we immediately notify customers. Their application is then placed back in the queue until the issues are resolved.
  
  Following your submission, your application was promptly reviewed.
  
  On January 28th, we emailed you regarding two issues: the passport photo you provided was of low quality and blurry, and your mailing address was incomplete as it lacked a suite number.
  
  Unfortunately, we did not receive a response, nor did we receive a corrected passport photo.
  
  Please note that passport requirements are set by the Department of State. Our role is to ensure compliance with these standardswe do not create the rules, but we help applicants meet them. We cannot approve or process an application that does not meet these requirements, whether due to non-compliant photos, incomplete information, or insufficient documentation, as doing so would be both infeasible and non-compliant with legal requirements. This could also result in rejection by a passport processing agent. Our goal is to help applicants avoid unnecessary rejections and ensure a smooth application process.
  
  We have cancelled your application and despite your request being ineligible under our refund policy, we processed a full refund as a courtesy. Refund confirmation emails were sent, and we can confirm it was successfully delivered. For full transparency, we have attached the relevant files for your reference.
  
  Our goal is to serve and retain customers who understand and appreciate the value of the services we provide. We trust this resolves the matter.
  
  

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gov Plus has provided no service as stated in 9 weeks. My account says documents delivered, yet I received nothing and no tracking. The help buttons on their site are inactive on two major browsers. They've taken $289 with nothing done over 2 months. As of April 4, 2025 *** sent 2 emails including 2 screenshots of their site showing a 'delivered' notice that never happened and with no tracking provided. Their Ai directs me to take steps I've proven already don't work! I sent a screenshot showing $289 charged on Feb 7, 2025, and for 9 weeks no concrete service was provided, and I requested a refund. They wasted my precious time and money and their site doesn't work and no documents have been sent except a misleading and inaccurate notice of delivery on my account on their site. I'm demanding an immediate refund as after 2 emails and screenshots sent as proof, they haven't corrected the issues I've notified them of and have demonstrated ignorance of the status of my passport application on their own site. I'm demanding an immediate refund without delay for a dysfunctional and nonexistent service. Ive waited 9 weeks, paid $289 dollars, and received nothing in return! I thought this wouldve been easier, but now see I could've done this easier and cheaper myself without wasting my $, time, and more time when Govplus has a completely inneficient system and website. My screenshots demonstrated their failure yet they still didn't correct their incorrect status notices for my account where no service has been provided.

  Business Response

  Date: 04/09/2025

  Dear ******* ******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau. We apologize for any confusion this situation may have caused. As part of our ongoing system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance, 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 you were issued full refunds on April 4th. A refund confirmation email has been sent as well. We consider this matter closed.