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:04/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2025, I applied for a replacement social security card with Govplus. I filled everything out and processed the payment. When I logged on to the website to check the order status it automatically scrolled to the bottom of the page and went blank. I have tried several times on different browsers with the same result. The website says their is an option for calling but I can't find a number. I finally went directly to the Social Security's website and completed my request. After I applied directly to Social Security, I received a packet in the mail with a pre-filled form and an envelope asking me to send my original birth certificate and driver's license to Social Security. Due to the technical difficulty of the website and the late arrival of the package I did not receive anything of value for my money. I am requesting a full refund.

  Business Response

  Date: 04/09/2025

  Hello ****** *******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau. We would like to clarify that there were no reported issues with website access or navigation at the time of your application. After reviewing your user activity, it appears the difficulty stemmed from your internet speed rather than any functionality issue on our platform. You were able to access your dashboard with no issue when you relogged in the same day. 
  
  Your application was submitted on March 24th, reviewed, and completed for shipment the very next day. Your customized application package was delivered on April 2nd. Our processing timelines -  preparation and shipment require 810 business days. Your package was delivered well within this window.
  
  Given these facts, we are struggling to understand how a delay or technical failure on our part could have occurred, as suggested in your complaint.
  
  Nonetheless, we appreciate the opportunity to provide this clarification. 
  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23160703
  
  I am rejecting this response because: I could not view the status of my request online. The screen would go blank and I could not get any information. I tried multiple browsers nothing worked. I did not receive the package in the time frame you suggest. Based on those 2 problems I was unsure where I stood with getting a replacement Social Security card and  went directly to Social Security. In short, you product did not provide the service I needed in the time frame required and I was unable to see any status.  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/09/2025

  We have reviewed your claim in detail. We have provided documented evidence including your successful navigation through our website and confirmed delivery of your application package clearly demonstrates that the services you purchased were rendered as agreed.
  
  It is important to note that your service journey was completed without any reported technical difficulties on your end. In fact, the process proceeded exactly as designed.
  
  Given these facts, your public complaint suggesting otherwise appears to be less about an actual service failure and more about an attempt to recover funds for services you fully used.
  
  While we understand that circumstances may change after a purchase, it would be far more transparent to communicate financial concerns directly rather than resorting to public claims that are inconsistent with the documented record.
  
  Despite services having been properly rendered, and full proof of delivery and access has been established,  meaning ineligibility for any refunds. We processed the full amount as a goodwill courtesy. We recommend that customers ensure they are fully prepared to engage in a paid service before proceeding with a purchase. 

  Please allow 3-5 business days for the refunds to be posted back to the original payment method as their processing times vary. Refund confirmation email has been sent and we can confirm its delivery. Your account has been blocked and your information will be deleted within ***** hours. We respectfully request that you do not attempt to use or access our services again. We consider this matter closed.

  Customer Answer

  Date: 04/10/2025

   
  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:04/04/2025

  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 applied for a replacement birth certificate from GOV +, on 3/27/2025, I paid two fees, their $67.00 fee and a $30.00 Government fee to them as well. Today they are asking me to pay their required $30.00 Government fees again again.I tried to cancel the order but apparently Im past their 7 day deadline by one day. Maybe thats why they waited to today to ask me to pay their required fees a second *******, apparently Im out $97.00. I requested to speak to someone but was stalled/ told itd be a while before I could speak to a representative.

  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.
  
  To clarify, if you were prompted to pay the government fee again, this could have been easily resolved by simply moving your application to the proper status had we been given the opportunity to assist.
  
  When you reached out via chat on April 4th at 10:04 AM, you abandoned the conversation shortly after. You launched another chat at 10:39 AM, were connected to our representative ******, and again abandoned the conversation. At 11:07 AM, you initiated yet another chat, were connected to *******, but went unresponsive once more. Finally, at 11:36 AM, you resumed contact, and within a minute, ******* informed you that your full refunds had already been processed.
  
  In addition, we attempted to inform you of this resolution via a phone call. Unfortunately, we were unable to reach you, so a voicemail was left for your reference.
  
  Please note that the full refunds were issued during your interaction on April 4th. Given that the matter has been fully addressed and resolved on our end, we now consider this case closed.
  
  

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This site offered passport processing. After waiting several weeks I received an email that said my package was delivered with my passport photo and everything I needed to get my passport. The package was never delivered and no tracking number was supplied. Reached out via email since thats the only way you can communicate with them. The email we received gave us instructions that we not able to be followed on the website. I received an email before this one that stated there was missing information that was needed and then two weeks later I received the email that my package was delivered. Pretty sure this might be a scam

  Business Response

  Date: 04/09/2025

  Dear **** *****, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and regret that your experience did not meet your expectations. Your  passport application was submitted on February 2nd. 
  
  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, invalid documents, or an unverified addressthe application will be returned to the queue for further review.
  
  Please note that requirements are set by the *******************. 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 this could result in rejection by a passport processing agent. Our goal is to help applicants avoid unnecessary rejections and ensure a smooth application process.
  
  We also want to  sincerely apologize for the inconvenience and confusion you experienced. 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 photo of the documents provided. All fees were refunded in full. We consider this matter closed. 
  
  

  Customer Answer

  Date: 04/09/2025

  They have finally reached out to me via email and have refunded my money. Thank you for reaching out to them on my behalf. 

  Customer Answer

  Date: 04/10/2025

   
  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:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Gov + in January to renew my passport. I kept receiving emails that my photo was not government approved. I kept resubmitting the photo. Last week I received an email stating my application kit was in the mail. I then received email saying that it had been delivered. My wife received an email about her passport application kit. We never received either one. Turns out they both were delivered to a wrong address. I feel this is scam and fraud. I want my application cancelled immediately and I want to be refunded the $197.00 that I paid.

  Business Response

  Date: 04/09/2025

  Dear ******* ******, 
  
  Your  passport renewal application was submitted on January 7th and paid the mandatory government fee on the 13th and they underwent review. The other details were already explained to the response to your wifes complaint as all applications with issues undergo the same process. We would also like to address and sincerely apologize for the inconvenience you experienced with both of your passport applications. 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 issued full refunds totalling to  $197 today, April 8th. Please allow ********************************************** your account, as bank processing times may vary. Refund confirmation emails have also been sent and successfully delivered to your registered email address. We consider this matter closed. 
  
  

• Initial Complaint

  Date:04/03/2025

  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 paid this company to file for a passport renewal for me. They continually said 3 more days and it was over a month then they said my renewal had been mailed and delivered. It literally was not. I have cameras on my porch and it was never delivered. I tried to get a resolution online and it was impossible. I have now and am still on hold for over an hour with no response trying to get my social security number that was mailed out to me recovered. Since I obviously did not have to sign for it. This company is a JOKE taking our money and making impossible to find resolution

  Business Response

  Date: 04/08/2025

  Hello **** ********, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and regret that your experience did not meet your expectations.
  
  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:
  
  You filed your application on February 1st. On February 8th, we notified you via email regarding an issue with your passport photo that required correction.
  
  At GOV+, 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 notify the customer and place the application back in the review queue. Please understand  that there could be applications put back on queue before yours and once the necessary corrections are submitted, applications are re-reviewed in the order they returned to the queue.
  
  This process is critical to maintaining the integrity of submissions and is specifically designed to prevent rejections at the government level due to incomplete information or failure to meet required standards.
  
  Given the nature of your complaint, we acknowledge your preference to pursue your passport application independently, which is entirely within your rights.
  
  As requested, your application was cancelled today, April 5th. While your application exceeded the 7-day refund eligibility period, full refunds have been issued for both the one-time GOV+ software fee of $67 and the mandatory government fee of $130 for a passport renewal application. Please allow ********************************************** your account, as bank processing times may vary. Refund confirmation emails have also been sent and successfully delivered to your registered email address. We consider this matter closed. 

  Customer Answer

  Date: 04/08/2025

   
  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:04/03/2025

  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 ******* I filed on line with Gov+ to renew my passport. I received a message saying my photo wasnt government approved. Then this week I received a message saying I had an application being delivered to me. It said it had been delivered but was not in my mailbox. We also, renewed my husbands. The packages were delivered to an address that was not ours. I would like to cancel both applications and be refunded.

  Customer Answer

  Date: 04/04/2025

  I realized after completing this complaint that I had two applications opened.  One in January and one in February.  I feel that because my application kit was received by an address that is not mine (my husbands) was also received by this same address, that this is a scam and fraud.  I want both my applications cancelled immediately and refunded the $394.00 that I paid.

   

  Thank you.

  Business Response

  Date: 04/08/2025

  Hello ****** ******, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to address your concerns.
  
  Your 2 passport renewal applications were submitted on January 13th and 15th and they underwent review. We sent you an email on January 30th, to inform you that the passport photo you initially uploaded for the application on January 13th did not meet the required standards due to your body orientation and uneven lighting and requested you to upload an acceptable passport photo.
  
  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.
  
  Please note that passport photo requirements are set by the *******************. 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 this could result in rejection by a passport processing agent. Our goal is to help applicants avoid unnecessary rejections and ensure a smooth application process.
  
  We would also like to address and sincerely apologize for the inconvenience you experienced with both of your passport applications. 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 both applications and issued full refunds totalling to  $394 today, April 8th. Please allow ********************************************** your account, as bank processing times may vary. Refund confirmation emails have also been sent and successfully delivered to your registered email address. We consider this matter closed. 

• Initial Complaint

  Date:04/03/2025

  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.

  First off, the "3 business days" processing turned into 30+ days, second, there was no notification of shipping, third, I never received the package after it was listed as delivered. This company is a complete scam and I would like a refund. Tried calling customer service, only to remain on hold for 10+ minutes with no answer.

  Business Response

  Date: 04/07/2025

  Hello ******* ******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and regret that your experience did not meet your expectations.
  
  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 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:
  
  You filed your application on February 13th. The following day, February 14th, we notified you via email regarding an issue with your passport photo that required correction.
  
  At GOV+, we process thousands of applications daily across multiple services and support channels. Our commitment remains to ensure that each application and inquiry receives the attention and diligence it deserves.
  
  When issues arisesuch as unqualified passport photos, incomplete information, or unverified addresseswe promptly notify the customer and place the application back into the review queue. Please understand  that there could be applications put back on queue before yours and once the necessary corrections are submitted, applications are re-reviewed in the order they returned to the queue.
  
  This process is critical to maintaining the integrity of submissions and is specifically designed to prevent rejections at the government level due to incomplete information or failure to meet required standards.
  
  Given the nature of your complaint, your application was canceled  on April 7th and full refunds totalling to $314 were issued despite our 7-day refund policy. Refund confirmation emails have been sent and delivered. Please allow 3-5 business days for the refund to be posted back to your account  as bank processing times vary. We consider this matter closed.
  

• Initial Complaint

  Date:04/02/2025

  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.

  Asked for a full refund and still nothing. They accepted the money and initiated three transactions that are not authorized by me. No deliverables so far either. Requesting full refund

  Business Response

  Date: 04/05/2025

  Hello ******, 
  
  We regret that your experience with us did not meet your expectations.
  
  Upon reviewing your application, several issues were identified that required correction. We communicated these concerns to you via email. Please note that applications requiring corrections or additional information are placed back in the queue for review to ensure accuracy and compliance. We appreciate your understanding. 
  
  Your application was completed on April 4th, and an email was sent to inform you that your customized application package is currently being prepared for printing and shipment.
  
  Please allow 810 business days for the preparation and shipment process. Once shipped, you will be able to view tracking details and monitor the status of your package directly through your dashboard. Once received, please make sure to follow the instructions included. If you have any questions or in need of assistance, please do not hesitate to reach out to at ******************************** or reply directly to the most recent email correspondence. We are always happy to assist. 

  Business Response

  Date: 04/05/2025

  Good morning, 
  
  Apologies for the inconvenience. Please delete the response or disregard. This is not the response for this customer. Thank you 

  Business Response

  Date: 04/07/2025

  Hello *** ***, 
  
  We acknowledge your complaint via the BBB. Regarding the fees, lets be clearno one is forced to use our service. If a charge was applied, it simply means the payment was authorizedyou would have had to enter your payment information yourself, agree to the terms and conditions, and then click Submit to complete the transaction.
  
  For additional charges, before the payment is processed a prompt to authorize the payment is always required.
  
  All applicants are free to handle their government applications independentlymany government forms are available for free and can be completed directly through official agencies without the assistance of GOV+ or any third-party service. 
  
  We would also like to clarify that you filed for EIN and Social Security card replacement. For your EIN application, you were actively communicating with our representative, *****, via email regarding issues with your application and you were also informed that it will be attempted despite the issue with your SSN as you have requested and it's now being processed by the IRS.
  
  As for your Social Security Card Replacement application filed on December 24th, it was never completed and it was cancelled today, April 7th, A full refund of $67 has been issued despite our 7-day refund policy. A refund confirmation email has been sent and delivered. Please allow 3-5 business days for the refund to be posted back to your account  as bank processing times vary.
  
  

• Initial Complaint

  Date:04/02/2025

  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 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 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 10 days 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 asked why they didn't notify me and the *** told me to refresh my dashboard. I had no idea what he was talking about and he didn't offer me any explanation. When I logged back in later, I was able to see a message on my dashboard that the photo didn't meet requirements and to upload another one. I uploaded another photo that day and haven't heard anything since then and my dashboard continues to show an estimated wait time of 3 business days. It's been at least 5. Now I can't even log in. I keep getting an error message, "SMS cannot be delivered, incorrect mobile number used or service malfunction." I'm so done with this company. I just want my money back and to handle my passport renewal myself.

  Business Response

  Date: 04/07/2025

  Dear **** *****, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and regret that your experience did not meet your expectations.
  
  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:
  
  You filed your application on March 3rd under the standard one-time GOV+ service fee of $67.
  
  On March 4th, we notified you via email regarding an issue with your passport photo that required correction.
  
  At GOV+, 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 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.
  
  Given the nature of your complaint, we acknowledge your preference to pursue your passport application independently, which is entirely within your rights.
  
  As requested, your application was cancelled today, April 5th. While your application exceeded the 7-day refund eligibility period, full refunds have been issued for both the one-time GOV+ software fee of $67 and the mandatory government fee of $130 for a passport renewal application as a goodwill gesture.
  
  Please allow ********************************************** your account, as bank processing times may vary. Refund confirmation emails have also been sent and successfully delivered to your registered email address.
  
  

  Customer Answer

  Date: 04/07/2025

   
  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:04/02/2025

  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 found this website and it looked legitimate and I wanted to renew my passport without the hassle of going to the post office. I paid $277.00 to renew my passport and get TSA checked. I sent about 5 photos which keep getting rejected. They say it takes three Business days but no one EVER contacts you to let you know the photo was rejected. They say theres a phone number but you can never find it. You can only do live chat, which takes up to an hour. What do you do just look at your phone for an hour. This whole process has been a nightmare. Just go to a legitimate agency. No short cut here.

  Business Response

  Date: 04/05/2025

  Hello ****** *****, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and regret that your experience did not meet your expectations.
  
  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 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:
  
  You filed your application on March 1st under the standard one-time GOV+ service fee of $67.
  
  On March 3rd, we notified you via email regarding an issue with your passport photo that required correction.
  
  At GOV+, 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.
  
  Regarding your TSA PreCheck application, please note that selecting an appointment time is a mandatory step to complete the process. Email notifications prompting you to schedule your appointment were sent; if you did not see them, we recommend checking your spam or junk folders.
  
  Your application was completed on April 2nd, and a confirmation email was sent the same day. Should you wish to proceed, please follow the instructions provided with your customized application package. The only additional requirement is your current, undamaged passport.
  
  If you prefer to pursue your application independently, we are able to refund the full government fee. To initiate this refund, kindly send us two photos of the checkone intact and one torn in halffor documentation purposes.
  
  If you have any further questions or require additional assistance, please contact us directly at ********************************************************.
  
  We appreciate the opportunity to address your concerns.