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:04/01/2025

  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 paid GOV+ for a *** pre board pass several months ago and have heard nothing from either them or the ***.

  Business Response

  Date: 04/05/2025

  Dear ***** *********, 
  
  We acknowledge you reaching out to us via the BBB. We have checked our records and we have never had any interactions with you. We encourage customers to contact businesses directly with concerns or requests before making public complaints, as that is both the most ethical and the most efficient approach.
  
  You submitted your TSA PreCheck application on January 6th. Following your submission, we sent multiple notifications requesting that you log in to your personal dashboard and complete the necessary steps to finalize your application. You are also subscribed to our GOV+ Premium.
  
  For new TSA PreCheck applicants, scheduling an in-person appointment is a mandatory requirement. Please note that an appointment can only be scheduled once the application form has been fully completed and reviewed.
  
  After your application is reviewed and approved, you will receive instructions to select the nearest enrollment center, along with the earliest available appointment dates and times. Once you have selected, we will book the appointment you selected and send a confirmation email along with instructions.
  
  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.
  
  Since your application was not completed, we have processed a full refund of $97 for the GOV+ fee and $119.88 for the annual GOV+ Premium subscription today, April 4th, as a courtesy, despite the both application and subscription being ineligible under our 7-day refund policy. Refund confirmation emails have also been sent to you.
  
  Please allow 35 business days for your bank to process the refund, as bank processing times may vary. We have attached the refund receipts to tis response for your convenience. We consider this matter closed.
  
  

• Initial Complaint

  Date:04/01/2025

  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.

  Company claimed to offer a service that helps with renewing passport. It appears to be a scam and you can't get hold of a person to discuss. I was told they "do not have a phone number," so you get stuck in this chat ****, where they try to wear you down with 60 minute wait times (even though there site claims "replies within seconds." It was supposed to be 3 days for the next step and nothing has happened for two weeks. I spent 90 minutes with them last week & got NOWHERE. I paid $67, which was w/d from my account on March 17, and after a week of silence, I tried to follow up but stuck in "chat." and was repeatedly asked for another $67 to access my application.STAY AWAY FROM THESE SCAMMERS!!!

  Business Response

  Date: 04/04/2025

  Dear ***** *******, 
  
  We regret that your experience with GOV+ did not meet your expectations, and we sincerely apologize for the inconvenience of being charged despite no recorded application in our system.
  
  Please rest assured that GOV+ is a legitimate private company, fully registered and operating in compliance with state and federal regulations. Through our subsidiary, *********************, we are authorized by the ******************* to assist applicants in accurately completing passport applications. We operate under strict security and integrity standards set by the agency.
  
  While your account was successfully created, due to ongoing system upgrades in preparation for new service offerings, your passport application was unfortunately not captured by our system. This is a rare occurrence, and we appreciate you bringing it to our attention.
  
  As a resolution, the charge of $67 has been fully refunded as of today, April 5th. A refund confirmation email has been sent to your registered email address. Please allow ************************************************** your account, as bank processing times may vary. We appreciate your patience and understanding.
  

  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.
  THANK YOU FOR KICKING THEM IN THE BUTT!!
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/31/2025

  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 request, submitted and paid for a passport renewal and have not heard anything back from this company except emails that suggest additional products and support. I have left many emails and have heard nothing back. I paid in excess of $300 and need an explanation as to the status of my renewal. I have seen multiple complaints about this company on this site and request a full refund of my monies.Thank you so much for your help

  Business Response

  Date: 04/04/2025

  Dear *******, 
  
  We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. However, we would like to clarify a few important points to address your concerns accurately.
  
  First, regarding your concerns about processing time, we acknowledge your frustration and regret any inconvenience experienced while waiting. GOV+ processes thousands of applications daily across various services and support channels. While we aim to give every application due attention, we must also maintain fairness and operational efficiency. As such, expedited and premium serviceswhich include additional fees for faster turnaroundare prioritized accordingly.
  
  Applications submitted under the standard one-time GOV+ fee of $67 are reviewed strictly in the order they are received. If an application contains any deficienciessuch as unqualified passport photos, incomplete or inconsistent information, or unverified addressesit is paused and returned to the queue until the necessary corrections are submitted. Processing can only resume once these issues are resolved.
  
  You filed your application on February 18th, and it underwent review on the same day. Our representative ***** sent you an email informing you that the passport photo you uploaded was not qualified due to uneven lighting and it was taken too close. Your application was put back on queue for review. You uploaded a new photo however, it was still not qualified due to the lighting and the angle. Please understand that The ******************* sets strict photo requirementswe dont create these rules; we simply ensure compliance. Our role is to help applicants meet these standards.
  
  We would like to take this opportunity to apologize for the email you received indicating that your passport application package was already in transit. Please allow us to clarify that your application was not completed, and the message was sent in error due to ongoing system upgrades we are implementing in preparation for new product launches. We sincerely regret any confusion or inconvenience this may have caused and appreciate your understanding as we continue to improve our services.
  
  We acknowledge your preference to pursue your passport application independently, which is entirely within your rights.
  
  As requested, your application was cancelled today, April 4th. Full refunds have been issued for both the one-time GOV+ software fee of $67 and the mandatory government fee of $165 for a new passport application. Totaling to $232
  
  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 thank you for your patience and understanding. 

  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:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ran across gov+ website to facilitate the renewal of my passport. Their fee(s) was misleading. They displayed one fee for the renewal of the passport, then another to expedite it, which I did not request, and they did not mention that fee did not go to the actual renewal fee from the government for the passport. This was their separate fee to process it. I cancelled the order immediately. I got a refund confirmation from them, but no refund. When I contacted them they said it was a problem with my bank. The bank said they were perfectly able to refund the money. When I contacted them back, I havent heard from them in like three weeks. They promised to refund the money, but did not.

  Business Response

  Date: 04/07/2025

  Dear ***** *******,
  
  Thank you for reaching out. We would like to clarify the status of your refunds in response to your recent complaint.

  
  We initially processed your refunds of $67.00 and $77.00 on January 19, 2025. However, upon investigation, we found that both refunds were rejected by your bank due to suspected fraud activity on your card. We promptly informed you of this via email and advised you to coordinate with your bank. According to your complaint, your bank confirmed there should not have been any reason for the refunds to be rejected.
  
  Upon receipt of your current complaint, we reprocessed the refunds on April 4, 2025. The refunds were successfully processed on our end but were again rejected by your bank, this time citing that the account was closed.
  
  Please understand that we do not experience issues processing refunds. As stated clearly in our Terms and Conditions, all refunds are returned to the original mode of payment. If there are issues completing the refund, they originate from the customers banking institution, not from our side.
  
  We emphasize that we do not deny customers their entitled refunds as long as the request falls within our published Refund Policy, which all customers agree to prior to payment.
  
  As a result, the only available refund method is via manual check. You may choose one of the following options:
  
  Physical check mailed to your address
  E-check sent to your email and your print it for deposit
  
  Please let us know which option you prefer by contacting us directly at ********************************* and we will process it immediately.
  
  Sincerely,
  GovPlus Support Team
  
  
  

• Initial Complaint

  Date:03/28/2025

  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 did it just now on March 28, 2025 around 10pm

  Business Response

  Date: 04/04/2025

  Hello ***** *****,
  
  To clarify, GOV+ is not a government agency, nor have we represented ourselves as such. We are a private company authorized by the ************************ through our subsidiary, *********************. This authorization reflects our compliance with the Departments strict standards for security and integrity in facilitating passport applications.
  
  The term GOV in our name refers to our role in assisting customers with *********************************** services and more, not just passport applications. Our homepage explicitly states: NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. This disclaimer is prominently displayed and not hidden in any fine print. We regret that this was overlooked.
   
  Your application was cancelled today, April 4th and a full refund of $67 was issued as well. Please allow 3-5 business days for the refund to be processed by your bank as bank processing times vary. A refund confirmation email was also sent. Attached to this response is your refund receipt for your convenience.
  
  We consider this matter closed. 
  
  
  
  

• Initial Complaint

  Date:03/28/2025

  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 tried use the service for passport and it has been 3 day and no progression can't contacted them only a Ai generated response so I will like a refund of monies

  Business Response

  Date: 04/04/2025

  Dear ******* ****, 
  
  We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. However, we would like to clarify a few important points to address your concerns accurately.
  
  First, regarding your concerns about processing time, we acknowledge your frustration and regret any inconvenience experienced while waiting. GOV+ processes thousands of applications daily across various services and support channels. While we aim to give every application due attention, we must also maintain fairness and operational efficiency. As such, expedited and premium serviceswhich include additional fees for faster turnaroundare prioritized accordingly.
  
  Applications submitted under the standard one-time GOV+ fee of $67 are reviewed strictly in the order they are received. If an application contains any deficienciessuch as unqualified passport photos, incomplete or inconsistent information, or unverified addressesit is paused and returned to the queue until the necessary corrections are submitted. Processing can only resume once these issues are resolved.
  
  You filed your application on March 24th, and it was in the queue for standard review. On March 27th, you reached out via chat support but exited the session before a representative could be assigned. On March 28th, our representative ***** attempted to assist you and complete the application, but you declined to provide your parents information. Please note that your birth certificate did not include their dates of birth, which are required by the *******************. Submitting an application without this information would have resulted in you being asked to redo the forms at your in-person appointmentsomething we actively try to help customers avoid. We would also like to inform you that the identification document you provided, your driver's license, was already expired. 
  
  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 4th. Full refunds have been issued for both the one-time GOV+ software fee of $67 and the mandatory government fee of $165 for a new passport 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.
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  2/25/25 165 dollars

  Customer Answer

  Date: 03/28/2025

  I selected the "new passport" option and submitted all my private documents and paid the fees. On their website it says it should take 3 business days to hear back. I've waited 4 weeks. When I reached out expressing concerns they sent me a link to check with the govt and it doesn't exist. They haven't responded to any other help requests.

  Customer Answer

  Date: 04/02/2025

  It is the correct site. 

  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. 

  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:03/28/2025

  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.

  Paid $67 to have passport renewed and have never received the information from the company Govplus to fulfill the completion of the passport. They took money and did nothing more.

  Business Response

  Date: 04/03/2025

  Dear ***** ******,
  
  Thank you for reaching out. We reviewed your application, which was filed on January 15th, but it was not completed. Please note that processing a passport application requires more than just basic details like your name, date of birth, and address. Although you created an account, you did not log in to continue the process, despite receiving multiple email notifications prompting you to do so. As a result, we are unable to proceed with incomplete applications.
  
  We acknowledge your complaint and have cancelled your application. A full refund of our GOV+ fee has been issued today, April 3rd. A refund confirmation email has been sent and delivered to you. Please allow 3-5 business days for the refund to be posted to your account, as bank processing times may vary. we consider this matter closed. 

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried for over a week to get a phone call with a passport issue. I have spent 11 hours HOLDING on the phone with no answer. I have chatted with 3 representatives online that can NOT help me!!! Im fed up and want my money back!!!!

  Business Response

  Date: 04/04/2025

  Dear ***** ******, 
  
  Thank you for bringing your concerns to our attention via the Better Business Bureau. We regret that your experience did not meet your expectations and sincerely apologize for the inconvenience.
  
  Please note that this appears to be an isolated case, as we serve thousands of users with Yahoo email addresses and have not encountered a similar issue. Nonetheless, we take your feedback seriously.
  
  Your application was cancelled, and full refunds for both the GOV+ fee and the GOV+ Expedited fee were issued on March 31st, totaling $124. Please allow ********************************************** your account, as bank processing times may vary. A refund confirmation was also sent and we can confirm it was delivered. Attached to this response are the same refund receipts that were sent with the confirmation email. 
  
  Should you wish to use our services in the future, you are welcome to create a new account using a different email address, as your previous information has been securely removed from our system.
  
  We appreciate the opportunity to address your concerns.
  
  

• Initial Complaint

  Date:03/27/2025

  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 have been working with GovPlus since OCTOBER to get my passport renewed. Ever since giving them payment, this has been nothing but a giant headache for something so simple. I call every week to see where the progress is, but I cant get a hold of a person. And even if there is something wrong that I need to fix, THEY ARENT CONTACTING ME TO TELL ME. I have to find out after more and more waiting. I shouldnt have to go through all of these hoops just to see what the progress is. Either I want my new passport or I want my money back. THIS IS A SHAM

  Business Response

  Date: 04/03/2025

  Dear ******** ******, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to address your concerns.
  
  Your passport renewal application was submitted on February 23, 2025, not in October. The application filed in March 2024 was for your TSA PreCheck, for which you were already issued your KTN.
  
  Upon review, the passport photo you initially uploaded did not meet the required standards. We sent an email on February 24th requesting you to upload an acceptable passport photo. 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.
  
  The recent passport photo we have on file is still not qualified due to the hair partially covering the side of your face. For passport photos, it is important that the face is fully visible and unobstructed. Eyebrows should not be partially covered, and no hair should obscure the sides of the face. The ************************ requires that the face be clearly visible from the top of the head to the chin, with no shadows or accessories (such as hats or glasses) obstructing the facial features.
  
  Hair should be neatly styled, but it must not cover any part of your face, especially your eyebrows or eyes. If hair falls on the sides of your face, make sure it is either tucked behind your ears or pulled back so that the face is fully visible.
  
  To ensure your passport photo meets the required standards, please log in to your account and upload a new photo that adheres to the guidelines provided. If you would prefer to have your passport photo taken by a professional, please contact us via email at ********************************* and we will assist in moving your application forward and preparing your application package for printing and shipment.
  
  For any further questions or assistance, we recommend emailing us directly, as this will provide a more reliable means of communication given your situation. Thank you for your cooperation.