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:03/27/2025

  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.

  Was given update on an order March 4 there would be 3 days to process but nothing further was updated. I sent an email asking either for the passport or a refund.

  Business Response

  Date: 04/03/2025

  Hello ******, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to address your concerns.
  
  Your passport renewal application was submitted on March 4th and it underwent review. We sent you an email the following day, March 5th, to inform you that the passport photo you initially uploaded 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 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 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 uneven lighting. Please understand that even lighting is crucial for passport photos because it ensures that your facial features are clearly visible without any shadows or overexposed areas. Uneven lighting can create harsh shadows, particularly around the eyes, nose, or chin, which can obscure important details. Passport photo guidelines set by the ******************* require a clear, accurate representation of your face to prevent any ambiguity during identity verification. Proper, even lighting also helps maintain natural skin tones and ensures that the photo meets the standards for color balance, making it suitable for official government documents like passports.
  
  To ensure the best results:
  
  1. Position the camera at chest or belly level and capture the photo from the mid-torso up, ensuring there is some space above your head in the frame.
  2. Look directly at the camera. If you will be using a mobile phone, look at the lens, not the phone screen. Maintain a neutral expression. No smiling, no tilting your head.
  3. Please do not wear eyeglasses or wireless earbuds.
  3. Take the photo in a well-lit room (not outside or in a vehicle) with a plain background (no wall decors / fixtures etc) even lighting to avoid shadows on your face or background. Natural daylight works best.
  4. Multiple attempts help: Feel free to take multiple shots and select the one that best meets the requirements.
  
  To ensure your passport photo meets the required standards, please log in to your account and upload a new photo after following the tips 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 prepare 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.
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23125334
  
  I am rejecting this response because:

   

  if it was this difficult to attain the proper photo, I am better off going elsewhere for these services.  
  

  I want a full refund and cancelled online account, w documentation that all my personal information has been deleted.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/17/2025

  Hello ******, 
  
  Your application was completed on April 9th, tracking number **********************. 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 government-issued checkone intact and one torn in halfto ******************************** with the subject line: Government Fee Refund Request. This will allow us to properly document and process your refund. Once the refund has been processed that's the only time we can delete all your information and it would take ***** hours.

• Initial Complaint

  Date:03/27/2025

  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.

  GOV plus took my application for a *** pre check. Billed me for it $97.00. And few days later ask me to submit another payment for same amount. Try reaching GOV plus was place on hold for 3 hours. Call ideamia to see if they were legit. They say that theyre not legit.

  Business Response

  Date: 04/02/2025

  Hello **** ********, 
  
  We acknowledge your complaint via the BBB. We appreciate the opportunity to clarify your concerns. 
  
  First, you initially filed for your TSA PreCheck application on March 20th and paid for the software fee of $97. This application has yet to be completed. Then you logged in again two days later, March 22nd and attempted to start a new one instead of continuing with the existing one. If you start a new one of course you will be charged again as the system is designed to charge per application filed. 
  
  Regarding the individual you spoke with at ******, please be aware that these personnel are not government employees. ****** is also a third-party company and an enrollment services provider. However, the fact remains: yes they are authorized but they are also not government officials. It is not surprising that they may be unfamiliar with GovPlus, but a lack of awareness does not equate to illegitimacy.
  
  For clarity, GOVPLUS is a fully legitimate and registered private company operating under state and local laws. Our website explicitly states that we are not affiliated with any government agency. We provide a transparent breakdown of our services and fees, which include identity and document protection, automatic renewals for time-sensitive documents, and more. *** PreCheck is just one of the many services we offer. GovPlus is authorized by the ******************* through our subsidiary ********************* and an ***-certified e-filer. This means we meet strict security and integrity standards set by both the *** and the *******************. We operate fully within applicable regulations and provide clear disclaimers and visible terms of service to ensure our customers understand exactly who we are and what we offer.
  
  Given the nature of your complaint, it is clear there has been a misunderstanding on your part. To avoid any further complications, we have canceled your application and attempted to process a full refund of $97 today, April 2nd. However, our system is being prompted that the card was closed. As a result, the only available refund method is via manual check. You may choose one of the following options:
  
  1. Physical check mailed to your address
  
  2. 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. 
  
  

• Initial Complaint

  Date:03/26/2025

  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 am applying for a new passport and made it to where my application is being reviewed. Says 3 business days, however its been closer to 20. When messaging in I dont get any response. And am currently on hold for 54 mins trying to talk to someone. Just want to know whats holding up the expedited option that I held so I can finish this up. Or can I just get refunded by now. I would have already received my expedited passport by now if I didnt use this site.

  Business Response

  Date: 04/02/2025

  Dear *******, 
  
  We received your complaint via the BBB and truly regret that your experience did not meet your expectations. Please understand that we sent you an email informing you that the initial photo you uploaded did not qualify and provided clear instructions on how to take an acceptable passport photo. The qualifications for a passport photo are set by the ********************* simply ensure compliance with those standards. We would like to inform you that the current passport photo was still not acceptable so we kindly ask you to retake and log in to your dashboard and upload a qualified one. We cannot, in good conscience, approve and complete an application that is likely to be rejected by the passport processing facility. Our goal is to help customers avoid unnecessary rejections.
  
  Here are some tips to ensure the best results:
  
  1. Have someone else take the photo for you. If thats not possible, use a tripod or place your device on a stable surface, set a timer, and step back at least 4 feet.
  2. Position the camera at chest or belly level and capture the photo from the mid-torso up, ensuring there is some space above your head in the frame.
  3. Look directly at the camera. If you will be using a mobile phone, look at the lens, not the phone screen. Maintain a neutral expression. No smiling, no tilting your head.
  4. Please do not wear eyeglasses or wireless earbuds and uniform / camouflage
  5. Take the photo in a well-lit room (not outside or in a vehicle) with a plain background (no wall decors / fixtures etc) even lighting to avoid shadows on your face or background. Natural daylight works best.
  6. Multiple attempts help: Feel free to take multiple shots and select the one that best meets the requirements.
  
  Regarding the expedited fee, please know that the process of expediting your passport will start once the passport facility receives your application. Please understand that our processing speed is directly dependent on how quickly applicants comply with the required steps. We can only move forward once all necessary information and documents are provided. Delays often occur when instructions are not followed or when required materials are non complaint or incomplete. We appreciate your cooperation in ensuring a smooth and timely process. If you need assistance or have questions, please do not hesitate to reach out via email: 24/7 email support: ********************************************************
  
  

• Initial Complaint

  Date:03/26/2025

  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.

  ON Jan 18, 2025 I applied for a passport on GOV+ I didn't hear anything for 2 months. I called them 4 times. My call was dropped 3 times, and the 4th time I was on hold for over an hour. I emailed them several times and got AI responses. They told me that my picture that I sent was not acceptable and I should get it taken professionally. I did this but because on my dashboard it has the picture as complete there is no where to upload the new one. I have contacted GOV+ numberous times and they keep telling me to upload my picture. There is no way to accomplish this. I have entered in to their Ask feature and get the same run around. I want a refund.

  Business Response

  Date: 04/03/2025

  Hello ***** ,
  
  Thank you for reaching out. We understand your frustration regarding your passport renewal application and the wait time for customer support. Please understand that we process thousands of applications and respond to inquiries daily, in the order they are received to ensure fairness for all applicants.
  
  Your application was submitted on January 18th with the one-time software fee of $67, and the mandatory government fee of $130 for routine passport processing was paid on February 6th. Applications are reviewed in the order they are received, only after the government fees have been paid. Expedited and premium services are prioritized, as they include additional fees for accelerated processing and dedicated support.
  
  Processing speed is directly dependent on how promptly applicants complete the required steps. Delays typically occur when instructions are not followed, passport photos do not meet requirements, required materials are incomplete, or submitted documents fail to meet compliance standards.
  
  Regarding the rejection of your photo, the qualifications for a passport photo are set by the ********************* simply ensure compliance with those standards. We dont make the rules; we just make it easier to follow them. GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards set by the agency. As such, we cannot approve or process an application that does not meet these standards, may it be passport photos, information or documents, as it would likely result in rejection by a passport processing agent. Our goal is to help customers avoid unnecessary rejections and ensure a smooth application process.
  
  Your application was completed on March 27th, The package is currently in transit (USPS tracking #**********************) which means the service was fully rendered.
  
  As stated in Section 10 of our Terms and Conditions:
  
  "GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if: (a) an application has been completed and submitted for review."
  
  In other words, once the application is completed and submitted, the service is considered fulfilled. If you wish to proceed, please follow the enclosed instructions carefully to avoid any issues that could lead to delays or rejection. If you prefer to request a refund instead, please email us at ******************************************************** with photos of the issued checkone intact and one torn in halffor documentation and transparency. Once received, we will process your $130 refund accordingly.

• Initial Complaint

  Date:03/26/2025

  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.

  Dispute was over my information of social security birth certificate photo id driver's license,all personal information,passport was to be renewed through them and process was taking forever and then in there previous emails said it had been delivered to my place of residence of which nothing had occurred,called there holiness number nobody ever answers calls for over 20min periods each time feel like there website is a scam and they always send you through there AI text messages to file complaints through them lost money through them and my personal info

  Business Response

  Date: 03/31/2025

  Dear *******,
  

  Thank you for reaching out.
  

  We have reviewed your account and can confirm that you were only charged the subscription fee once, for the month of January 2025. You submitted a new passport application with expedited processing, which you cancelled on March 26, 2025. Please know that your application was immediately reviewed but due to the persistent issues with your passport photo, the process can not be fully completed.

  Following your cancellation, we issued full refunds for all associated charges:
  

  $67 New passport application fee
  
  $57 GovPlus expedited processing fee
  
  $165 Government fee
  
  This totals $289, and the corresponding refund receipts are attached for your reference.
  

  Additionally, your membership has been cancelled, and no further billing will occur. If you have any further questions, feel free to contact us directly at ********************************************************.

  Sincerely,
  GovPlus Support Team
  

  
  

• Initial Complaint

  Date:03/26/2025

  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.

  Feb 18, 2025 I paid $67.00 to activate an account to renew my sons passport. I then paid $165.00 for the passport. I provided everything requested; birth certificate, SSN, drivers license photo. They said the drivers license was not accepted, because its a junior license. So I went to the local *** and paid $69.50 for a REAL ID. Which was submitted and some how still not a valid form of ID. There are 14 emails going back and forth with different representatives responding to each email. It has been 6 weeks that I have been going back and forth. I could have received his passport by now. I am currently on hold with the company @ 56 minutes waiting and still waiting for someone to answer. I literally have asked for a refund, so I could go to the local library and have this matter completed. I told them in an e-mail that this company must be a scam. I would NOT recommend doing any business with them or giving them any personal information whatsoever.

  Business Response

  Date: 04/02/2025

  Dear ********, 
  
  Dear ********, 
  
  Thank you for reaching out. We understand your frustration regarding your son Braydens passport application. However, please note that we process thousands of applications and respond to inquiries strictly on a first-come, first-served basis.
  
  The application was submitted on February 17th, along with the standard one-time software fee of $67 and the mandatory government fee of $165 for routine passport processing. Applications with GOV+ Expedited and premium services are prioritized, as these options include additional fees specifically for faster processing and dedicated assistance. Applications under the standard GOV+ fee are reviewed in the order they are received.
  
  Processing speed depends entirely on how quickly applicants comply with the required steps. Delays most often occur when instructions are not followed, required materials are incomplete, or documents do not meet compliance standards.
  
  Regarding the repeated rejections of your sons identity documents, please understand that we are strictly adhering to the ******************** requirements. GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards set by the agency. As such, we cannot approve or process an application that does not meet these standards, may it be passport photos, information or documents, as it would likely result in rejection by a passport processing agent. Our goal is to help customers avoid unnecessary rejections and ensure a smooth application process.
  
  The application was canceled, and a partial refund of the software fee ($34) was issued on March 26th, along with a full refund of the mandatory government fee ($165) on the same day. To fully resolve this matter, the remaining $33 has been refunded today. Please allow 3-5 business days for the funds to reflect in your account, as processing times may vary by bank. A refund confirmation email has been sent for your reference. Attached to this response are the refund receipts for your convenience.
  
  

• Initial Complaint

  Date:03/26/2025

  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 ordered a passport through govplus and have been given a run around for months, not answering the phone listed. I would like a full refund or my passport.

  Business Response

  Date: 04/02/2025

  Hello ******* *******, 
  
  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.
  
  Your passport applications were already cancelled and full refunds were issued on March 26th. Refund confirmation emails were also sent. Attached are files stating that the refunds went through. 

  **************** Approved
  ARN: 74906415085225338904791
  8741886323639764 Approved
  ARN:  74906415085225338972335
  8478003549942977 Approved
  ARN: 74906415085225338904775

  
  

• Initial Complaint

  Date:03/25/2025

  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 3/20/2025 I mistakenly entered into the GOV+ website thinking I was in the *** website where you set up an appointment to apply for *** precheck. I filled in my name, address and answered a few questions. I continued to the point where the next option was to select an appointment time. The link to the appointment times was grayed out so I thought the process was "locked up". I started a chat with GOV+ which I have attached here. It turns out that by entering my name and address I was now responsible to pay $97 for GOV+ to "review my application" and another 57 to expedite the process. The *** I was chatting with said that my "application" was in review and it could take up to 3 business days before I would be allowed to set up an appointment. I requested that they refund my money because I could go to the actual TSA site, fill in the answers to the same questions at NO charge and schedule an appointment immediately. Using GOV+ cost $154 plus the charge of 76 at the appointment. Going through the *** website, the only charge was the 76 at appointment time. GOV+ refused to refund my money because I had already used their software. Their software did nothing for me except stall the process. The agent finally agreed to refund part of the charges as stated in the attached document., but no refund has been made. Because GOV+ had stalled my application even though I was charged to have it expedited, I went to the actual *** site and completed the application and set up an appointment within 5 minutes. I have since completed the appointment. All of this before GOV+ unlocked my application and was allowing me to select an appointment. GOV+ is a scam. They ask for money all the way through their process with no chance to review the charges. Their software is nothing more than a way to scam people out of money. Anyone planning to apply for a TSA precheck should avoid GOV+ and go directly to tsa.gov.

  Business Response

  Date: 04/02/2025

  Hello ********, 
  
  We acknowledge your complaint via the BBB and would like to clarify a few points. Our website, ****************************, is distinctly different from www.tsa.gov, and its quite difficult to mistake one for the other. Our platform assists with multiple government applications, not just TSA PreCheck, and this is explicitly displayed.
  
  Regarding information, it was supposed to be stored and and to be used by our patented autofill technology for efficiencyallowing customers to avoid repeatedly entering the same basic details for future applications. This is a standard feature designed for convenience.
  
  We also find it unfortunate that having your application processed within hours was considered a "delay." We strive for efficiency, though we recognize that perceptions of time can vary.
  
  That said, since its clear you do not see the value in our services, we have issued a full refund totaling $154, processed today, April 2nd. Please allow ********************************************* your account, as bank processing times vary.
  
  With this, we now consider the matter closed. Thank you for allowing us the opportunity to address your concerns.
  
  

  Customer Answer

  Date: 04/02/2025

  I have been issued full refunds by GOV+ as of 4/2/2025.

  Thank you

   

• Initial Complaint

  Date:03/25/2025

  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 not know some people were scamed by this company ! I paid all the fees and have uploaded all info and now in a hold pattern since the 14th of March ! I need my passport and want them to proceed as stated

  Business Response

  Date: 04/02/2025

  Hello ***** **********-********
  
  We acknowledge your complaint via the BBB. We would like to clarify some of your statements and provide an update regarding your application. 
  
  Regarding your concerns about being scammed, we want to assure you that GOV+ is a fully legitimate and registered private company, operating in compliance with state and federal regulations.
  
  For reference:
  
  GOV+ is authorized by the ************************, through its subsidiary *********************, to process expedited passport applications. We are also an authorized e-file provider recognized by the ************************ (***). This means we meet strict security and integrity standards set by both the *** and the **************************** not every service provider can claim. We operate fully within applicable regulations and provide clear disclaimers and visible terms of service to ensure our customers understand exactly who we are and what we offer.
  
  Additionally, we are registered with the Financial Crimes Enforcement Network (FinCEN) as a Beneficial Ownership Information (BOI) provider and we also offer identity and document protection services for added security.
  
  As for your application, please be aware that after multiple reviews and requests to upload an acceptable passport photo, your application can still not be completed due to ongoing issues with photos you uploaded. The ******************* sets strict photo requirementswe dont create these rules; we simply ensure compliance. Our role is to help applicants meet these standards, not to bypass them. Please understand that we cannot, in good conscience, approve and complete an application that is likely to be rejected by the passport processing facility. Our goal is to help customers avoid unnecessary rejections. Please log in to your account and follow the instructions in taking a qualified passport photo. 
  
  To ensure the best results:
  
  1. Have someone else take the photo for you. If thats not possible, use a tripod or place your device on a stable surface, set a timer, and step back at least 4 feet.

  2. Position the camera at chest or belly level and capture the photo from the mid-torso up, ensuring there is some space above your head in the frame.

  3. Look directly at the camera. If you will be using a mobile phone, look at the lens, not the phone screen. Maintain a neutral expression. No smiling, no tilting your head.

  4. Please do not wear eyeglasses or wireless earbuds.

  5. Take the photo in a well-lit room (not outside or in a vehicle) with a plain background (no wall decors / fixtures etc) even lighting to avoid shadows on your face or background. Natural daylight works best.

  6. Multiple attempts help: Feel free to take multiple shots and select the one that best meets the requirements.
  
  If you need further assistance, please reach out to us via 24/7 email support: ********************************* If you prefer to have your photo taken by a professional, kindly inform us as well, this way, we can move your application forward and have your application package sent to you. 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23115845
  
  I am rejecting this response because: you at least got them to reply I need your help getting them to look at my new photo I am afraid I am going to miss my trip
  
  Sincerely,
  
  ***** **********-********

  Business Response

  Date: 04/17/2025

  Dear *****, 
  
  Your photo was still not qualified. However, during your phone conversation yesterday with our representative *****, you stated that you would just use a professionally taken photo. You also had your information reviewed and some adjustments regarding your information were done as well. Your application was completed yesterday, April 16th and the application package is already being prepared for printing at our facility and it will be shipped out via *****. Please carefully review and follow the enclosed instructions. 

• Initial Complaint

  Date:03/25/2025

  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.

  While searching online for how to renew my passport, I came across GovPlus. At the time it seemed legit, quick and easy - everything done online. I paid $67 for their services, filled out a DS-11 application and uploaded documents requested (DL, birth certificate, photo). I then paid a processing and renewal fee of $165. I received a packet about 2 weeks later with instructions to review all docs and make an appt with a passport facility. Included in the packet were 2 checks for $130 and $35. I questioned having to go to a passport facility, as I was only renewing my passport. As there is ZERO contact info on Gov+ website, I was forced to communicate with an AI agent. They confirmed that I do not need to visit a passport facility and only need to mail out my docs and checks to the address provided on the return envelope. There was no return envelope. After multiple back and forth, unhelpful messages with the AI agent, I googled a # to call for Gov+ so I could talk to a live person. I waited on hold for 2+hrs and ended up hanging up. I drove to my local post office to see if they could assist me. They advised me that all of the documents uploaded, approved by Gov+, were unclear and not sufficient to submit for a renewal. They offered to take a new photo for $15 and make new copies of the required documents. When they went to process the processing fee check of $35, their system recognized it as being faulty.. meaning the check for $160 is also faulty. I am requesting a full refund of $225 for faulty services, stealing my money and wasting my time.

  Business Response

  Date: 03/31/2025

  Dear *********,
  

  Thank you for your message.
  

  It appears that the application you filed was for a new passport application rather than a renewal. Unfortunately, this was submitted in error, but we understand mistakes happen and are doing our best to assist you in resolving the issue quickly.
  

  To correct this, we can send you a prefilled DS-82 form for your convenience. Please respond to our email with your passport information. You can complete and submit this form along with the photo we previously printed and mailed to you, as well as the government fee check of $130, which remains valid and meets all passport agency requirements.
  

  We also appreciate you bringing to our attention the issue with **** scanners having difficulty reading some of our checks. We are actively working with **** to resolve this; however, it is a very slow process, unfortunately. As a courtesy, we have issued you a $35 refund for the Post Masters fee.
  

  Please let us know how you would like to proceed. We're here to help and will continue supporting you through the remainder of your renewal process.
  

  Sincerely,
  GovPlus Support Team