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:02/14/2025

  Type:Billing 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 February 13, 2025, i purchased renewals on my TSA-Pre and Passport from ************************. I charged the TSA-Pre on my ***** card and Passport on my Citi card. Shortly afterward, ***** notified me that (2) fraudulent charges were made: $119.88 and $77.00 and cancelled my card. On my Citi card, one charge has appeared for $77.00, though the receipt says I paid $97.00. So there are (4) four charges for two items (TSA-Pre renewal and Passport renewal). ********* has the charges listed "Pending" and I have disputed the charges. ************************ has all my confidential information, ID and photo and my bank is saying it's fraud. Why is this company allowed to continue? Am I at risk for ID theft?

  Customer Answer

  Date: 02/15/2025

  GovPlus has charged my Citi card and was paid today. I am still disputing this charge--primarily because ***** Bank contacted me and said the charges to that bank account from ******************** were fraud. I have since had to get my TSA-Pre renewal through someone else and need a -- REFUND from GovPlus for $77.00, as charged on my ********* credit card.

  Customer Answer

  Date: 02/15/2025

  This is the ********* notification that GovPlus was paid the $77.00 today, and lists it as "Disputed." I would like a full REFUND.

  Customer Answer

  Date: 02/18/2025

  I am withdrawing the complaint because GovPlus has refunded all charges. I'm not sure why my bank refused to pay but, based on their action, I decided to go with another company. GovPlus responded quickly with a. phone call and a refund, which I really appreciated!

  Business Response

  Date: 02/19/2025

  Hello *****, 
  
  Your concerns are understandable, and we appreciate the opportunity to clarify the situation. However, we must address several inaccuracies in your statement.
  
  First, GOV+ is a legitimate private company fully registered under state and local laws. We are also certified IRS e-filer. This means the ************************ (***) has officially authorized and certified GOV+ to electronically file tax returns on behalf of taxpayers. As an ***-certified e-filer, we adhere to strict security, accuracy, and integrity standards set by the IRS. 
  
  GOV+ operates with full transparency and stands by the integrity of its services. Unfounded allegations only serve to misinform and detract from the real value we offer. We process payments securely and transparently. When you made your TSA PreCheck, passport renewal and purchased your GOV+ Annual Subscription purchases on February 13, 2025, the amounts you were charged correspond to the services you accepted. GOV+ provides receipts for every transaction, clearly outlining the amounts paid. For the *** product, the original price for that is $97 and the discounted price is $77, and you were charged the discounted amount. The one time fee of $67 is for the use of our platform for facilitating an application. The $119.88 is the GOV+ Premium which is an annual subscription. 
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. ******* and subscriptions are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. We do not and cannot process unauthorized or fraudulent charges. If your bank flagged them, it is likely due to its own automated fraud detection systems, which sometimes misidentify legitimate transactions from unfamiliar merchants.
  
  Please be aware that we maintain strong relationships with reputable financial institutions. In fact, we utilize ***** to issue company checks for certain applications, further underscoring our legitimacy.
  
  As for your confidential information, GOV+ operates with strict security measures, including bank-level encryption and compliance with industry standards. We even offer Identity Theft Protection as part of our annual subscription. Our reputation and business operations depend on safeguarding customer data. Any suggestion that you are at risk of identity theft due to your interaction with GOV+ is both unfounded and misleading.
  
  Finally, while we understand that unexpected bank notifications can be concerning, accusations of fraud should be made based on verifiable facts rather than assumptions. We encourage you to work with your bank to clarify the charges and contact our support team directly so we can assist you in resolving any concerns. 
  
  At GOV+, our goal is and will always be customer satisfaction. We strive to serve individuals who understand and find value in our services. Your applications and subscription are canceled and you were issued full refunds for the following: $67, $77 and $119.88 On February 15th. A refund confirmation email was sent as well. We have attached the same refund receipts for your reference. We consider this matter closed. 
  

  Customer Answer

  Date: 02/20/2025

  Thank you for your assistance in resolving this so quickly. The vendor was very responsive. I've used BBB only twice and both times I felt like someone was truly on my side; this seems too rare these days. Thank you! I also submitted an online 5-star review and will be telling others about my BBB experiences.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Gov+ to renew my passport on 02/02/2024 and they said it would take one business day to process my application and to 02/14/2024 nothing has been processed. I called them to speak with a person to no avail, I then emailed them and asked that my application to be canceled. I keep getting the runaround and nothing as been done. I will call my bank and dispute the charge or they can refund my money ASAP.

  Business Response

  Date: 02/19/2025

  Hello ******, 
  
  Thank you for reaching out via the BBB. We apologize for the wait time you experienced during the review of your application.
  
  Please note that you selected standard GOV+ processing for your application and paid for the expedited government processing.
  To ensure fairness, we prioritize customers who have opted for premium or ********************** expedited services, as these options include fees specifically for faster processing. Our back-office and customer support teams work diligently to handle all applications thoroughly and accurately, but during periods of high demand, this prioritization may lead to longer wait times for customers who have chosen a one-time fee service ($67) rather than a subscription (***** / ******) or GOV+ Expedited Process ($57).
  
  Your application was reviewed and we sent you an email on February 14th,  attempting to assist you in completing your application, however, we received no response or indication that you wished to continue. 
  
  Today, February 19th, your application has been cancelled and full refunds were issued: 
  
  One- time GOV+ Software fee - $67 
  Mandatory Government Fee: $130
  Optional Government Fee - Expedited processing 2-3 weeks - $60
  
  Please allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails have been sent and we can confirm their delivery. We have included the refund receipts for your convenience. All your requests were completed. We consider this matter closed. 

  Customer Answer

  Date: 02/21/2025

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

• Initial Complaint

  Date:02/13/2025

  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 contacted Gov+ online on February 12, misled by their site, and paid $67, only to find that the process (replacing a Social Security card) is one provided free by Social Security, AND I lack the skills or device to upload documents, as required.

  Business Response

  Date: 02/19/2025

  Hello ****, 
  
  Thank you for reaching out via BBB. First and foremost, GOV+ is a private company, and we make this distinction abundantly clear. Our homepage prominently states, Not the government, just a helpful private company. This message is immediately visible on a desktop and requires minimal scrolling on mobile. Additionally, our website uses the .com domain, which is a standard indication of a private entity, whereas official government websites use .gov, .org, or .mil.
  
  The Plus in GOV+ is a unified platform and it reflects the added value we bring beyond government services. We offer features such as Identity and Document Protection, automatic renewals for documents with limited validity, and dedicated support. While we are not affiliated with government agencies, we take great care to provide premium services designed for those who value technology, convenience, accuracy, and support. GOV+ is also a certified IRS E-filer.
  
  Our mission is to simplify complex government processes and enhance the user experience through innovation. Customers always have the option to apply directly through government websites at no additional cost. However, GOV+ exists to provide an alternative solution.
  
  At GOV+, we are committed to serving individuals who understand and find value in our services. Based on your concerns, we acknowledge that our services did not meet your expectations.
  
  Your Social Security Card Replacement application has been canceled, and we have issued a full refund of GOV+ Software Fee ($67) on February 13th. A refund confirmation has been sent and delivered. Your account and all your information has been deleted from our database. We consider this matter resolved.
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a new passport through *************************. On February 1, 2025 I was charged $57. I was then again charge $67 on same day on February 2, 2025. I was charged $165. I am getting nowhere with this fake company, and unable to talk to a person. This social media site led me to believe they wouldfulfill getting a passport. They seem to have all kinds of excuses from a chat person. I would like to cancel this application and receive a refund.

  Business Response

  Date: 02/18/2025

  Hello ********, 
  
  Wed like to take a moment to clarify that GOV+ is a legitimate private company and an IRS-certified e-filer. This certification means that the ************************ (***) has authorized us to electronically file tax returns on behalf of taxpayers. To obtain and maintain this certification, we must meet the **** strict security, accuracy, and integrity standards, ensuring a safe and reliable electronic filing process for our customers.
  
  Considering the rigorous requirements set by the ***, we trust its clear that such certifications are not granted to fraudulent entities. We encourage careful use of terms like scam, as they may not accurately reflect the facts. You were also assisted by multiple representatives so stating that you were unable to talk to a person is also inaccurate. 
  
  The one time service fee of $67 for passports, customers receive everything needed to fulfill passport requirements without the need for additional equipment. This includes:
  
  *Accurate, government-compliant application forms
  *Evidentiary Document copies
  *Online passport photo servicetaken from home using our patented technology
  *Company-issued checks to meet government payment requirements
  *Delivery of all materials directly to your designated address
  
  This eliminates the risk of errors and saves time by preventing multiple trips for necessary items. Once you receive your package, simply follow the instruction sheet and book an appointment to the nearest **** passport acceptance  facility to complete the process.
  
  We would like to also clarify how the charges happen. On our website it is indicated that on several pages including in the Terms and Conditions that Government fees are not included To address your statement about the charges, please note that before any payment is processed, our platform, specifically on our payment page, it is required that  all customers manually:
  
  -Enter their payment information,
  -Review and agree to the terms and conditions, and
  -Submit the payment by clicking the Submit button.
  
  The breakdown for the charges are the following:
  
  GOV+ Software Fee - Passport NEW - $67
  GOV+ Expedited Processing Fee - $57 - OPTIONAL
  Mandatory Government Fees (New Passport) - $165
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. For additional charges, our platform offers other services and again, these are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. We regret that you missed these important information
  
  Regarding your application, it was not completed sooner than expected due to your passport photo. You were informed and advised that the application could not move forward because the photo you have uploaded does not meet the requirements for a qualified passport photo and your proof of citizenship did not include your parents information. 
  
  In regard to refunds, as outlined 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; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members."
  
  You voluntarily submitted and paid for your new passport application on February 1st and underwent multiple reviews along with interactions with you. This warrants ineligibility for refunds.
  
  However at GOV+, our goal is and will always be customer satisfaction. We strive to serve individuals who understand and find value in our services. Given the nature of your complaint, we acknowledge that you do not see the value our services offer. Despite being ineligible for a refund, your application has been cancelled on February 12th, February 4th, so the refund could be processed as per your request.
  
  Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. Refund confirmation emails have been sent, and we can confirm it was successfully delivered.
  
  We consider this matter closed.
  
  

  Customer Answer

  Date: 03/04/2025

   
  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:02/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to apply for a passport through ******, and saw that I could apply for one online through GovPlus. After providing all my information, it asked for a photo, which I tried to do on the site. It rejected my attempts, so I tried send one from my gallery. I couldn't find the GovPlus site on ****** to send it to. So, suspecting scam, I canceled my credit card. But two amounts had already been paid, one for the original $57, plus another, $67. Now, they are asking me to send a photo, but I am reluctant to, especially since I am worried about identity theft.

  Business Response

  Date: 02/18/2025

  Hello *****, 
  
  We appreciate you reaching out to us via the BBB. Wed like to address a point of contradiction in your complaint. You initially mentioned that you found our website on ****** when looking to apply for a passport. However, you later stated that you were unable to find the same website againalso on ******. Please know that our website remains accessible through standard search methods, just as it was when you first located it. Our website address is ************************************ not ****************************** or anything else.
  
  Wed also like to take a moment to clarify what transpired during your application process. There were four separate charges billed, each corresponding to a service that was selected and confirmed:
  
  GOV+ Fee ($67) This was for your passport renewal application, which you submitted on February 10th.
  GOV+ Expedited Processing Fee ($57) - An offer to be first in line for  the application to be verified or reviewed by our experts. This offer can be skipped and is not mandatory. 
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. ******* are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. We regret that you missed a lot of crucial information. 
  
  Regarding your information, the security of all our customers personal data is our top priority. Our solutions and services are hosted on AWS server infrastructure, ensuring reliability, scalability, and industry-leading security.
  
  To safeguard your data, we implement bank-level, 256-bit TLS encryption, the same standard used by financial institutions. Additionally, a robust suite of security technologies and procedures is in place to encrypt your information and provide multiple layers of protection as we manage and process your applications. We take security seriously and continuously enhance our protocols to maintain the highest level of data protection.
  
  Lastly, we wanted to remind you that your GOV+ account has not been activated. Activating your account will provide you with a more secure and seamless experience, allowing you to access applications, upload and reupload photos or documents with ease. 
  
  We understand that you do not find value in the services we offer, and we respect your decision. As requested, your cancellation and refund have been processed today, February 18th, for a total of $124. A refund confirmation email has also been sent for your reference.
  
  If you have already filed a dispute with your bank, please be aware that the refund we issued may not be successfully processed. To ensure a smooth return of funds, we recommend reaching out to your bank to inform them of the incoming transaction.
  
  As outlined in our Terms and Conditions, all refunds are returned to the original payment method. Please allow ******************************************** your account, as processing times vary by bank.
  
  We consider this matter resolved. Thank you for your attention to this matter. 
  
  

  Customer Answer

  Date: 03/03/2025

   
  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:02/12/2025

  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.

  my daughter used Gov Plus to order a replacement social security card and they charged my bank account $124.00! She thought this was a safe government sight. Both my daughter and I on disability and can't afford to waste money.

  Business Response

  Date: 02/19/2025

  Hello ****, 
  
  Thank you for reaching out via BBB.  Unfortunately, we are unable to authenticate you as a GOV+ customer based on the information you provided with your complaint, as it did not match any records in our system. We sent and email to **************************** of February 13th and we did not receive any response to our request for additional information. We would like to assist you however we need the name and the email address used in the application. Please check your inbox and respond to the email that was sent for faster assistance. Thank you for your attention to this matter.
  
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22933329
  
  I am rejecting this response because: I want to go ahead and get my refund. I was never given a form from your office to fill out.

  I gave you ************** daughter thought she was just getting a replacement Social Security and didn't realize she was getting a package she didn't want. My daughters email was used when she wrongfully purchase Gov+. She never subscribed according to the form she filled out, however Gov+ took the money out of my account anyway.

  My daughters email used when purchasing is- ********************************,

  On February 5, 2025 Gov+ removed $124.00 from my checking account. My name is **** ******** on the bank card my daughter used.

  **************************** is my email

   

  **** ********

  Business Response

  Date: 02/21/2025

  Hello ****,
  
  This was the email that we have been requesting from you. Again, we checked our records and we do not have any records under the email address you provided in your initial complaint ********************** That was why we sent you an email requesting for the email address used to file an application. 
  
  The account under *********************** has a Social Security card replacement application with expedited processing has been canceled today, February 21st and full refunds were issued despite full services being rendered. The GOV+ application package has been delivered on February 14th with tracking **** #**********************. 
  
  Please allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails were sent as well. We can confirm it was successfully delivered. We have included the receipts in this response for your convenience. We appreciate the opportunity to address your concerns. Your request has been processed. We consider this matter closed. 
  
  
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for passport renewal and havent received any updates after 3 weeks. I paid for the rush service and the message on my file says 3 business days for wait time. I want refund or passport asap

  Business Response

  Date: 02/19/2025

  Hello ******, 
  
  Thank you for reaching out via the BBB. Your refunds were processed during the call with our representative, *****,  on February 12th . The refunds were for $67 GOV+ Software fee, $57 for GOV+ Expedited Processing and $130 for the mandatory government fee.  A total of $254 . 
  
  The delay in processing your renewal was due to issues with your passport photo, which did not meet U.S. government specifications. You were immediately  advised to reupload a qualified photo to ensure compliance. We would like to clarify that while our system allows you to upload a passport photo, this does not guarantee immediate approval. Each uploaded photo undergoes a thorough review to ensure it meets the passport photo standards set by the *******************. The systems acceptance of an upload simply initiates this review process, and if any issues are found, customers are notified accordingly. These standardscovering dimensions, lighting, facial expression, and body positioningare set by the government and are essential for the acceptance of your application at the passport facility. Approving a non-compliant photo could lead to significant delays or outright rejection. 
  
  We understand your frustration and sincerely apologize for the inconvenience youve experienced. Full refunds were issued and refund email confirmations were sent. Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. Included in this response are the refund receipts to review for your convenience.
  
  

  Customer Answer

  Date: 03/03/2025

   
  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:02/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I tried to use GOVPLUS to renew our passports but everything we tried to use we kept getting to a place where we could go no further. We tried several times but got nowhere. This made me suspicious, so I checked our AMEX and it appears that they charged us every time we entered. This resulted in payments totaling $402 instead of the advertised $67.

  Business Response

  Date: 02/18/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. We would just like to clarify that you were not charged because you entered our website and logged in to your accounts. The charges were for starting over an application when one already existed. Once you activated your account, all you had to do was go to My Applications to continue where you had left off or check the application status. For additional charges, our platform offers other services and again, these are simply offers, and all customers have the option to skip them at their discretion.
  
  These are the applications and accepted offers under you and your wifes email addresses: 
  
  GOV+ Software Fee - Passport NEW - $67: **********************and
  GOV+ Software Fee - Passport NEW - $67 (Duplicate): **********************and
  GOV+ Software Fee - Passport RENEWAL - $67 - ******************
  GOV+ Expedited Processing Fee - $57 - ******************
  GOV+ Software Fee   - Prepaid TSA PreCheck - $77 - ******************
  
  Total: $335
  
  All your applications were canceled, 2 applications under ********************** and the other 2 was for ****************** with expedited processing. Refund email confirmations were sent to both email addresses along with the refund receipts. We have included those receipts in this response for reference. All your requests were completed. We consider this matter closed. 
  
  

  Customer Answer

  Date: 02/21/2025

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

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last October, I used their service to get a passport and everything is complete on my end but I have not heard back from them since and I keep checking. I have emailed and chatted online and gotten no answers. They told me to check with the ************* site to check status and they have nothing showing that an application was ever submitted. I just want them to do what I paid them for.

  Business Response

  Date: 02/18/2025

  Hello ********, 
  
  Thank you for reaching out via BBB. We regret any inconvenience caused by the wait time for your application review. At GOV+, we assist and review hundredsif not thousandsof applications daily across multiple services and support channels. Our goal is to provide each inquiry and application with the care and attention it deserves. Due to high demand, especially with passports and TSA, response times may vary.
  
  Wed like to take a moment to clarify what transpired during your application process. We want to highlight the importance of providing the necessary details and meeting the designated requirements for your application. At GOV+, we strictly follow the official standards, as submitting an unqualified photo would result in your application being rejected. There were multiple attempts to reach out to you via email and phone calls since October of last year regarding your passport photo being unqualified.  Unfortunately, we are unable to proceed with your application until the passport photo adheres to the government-mandated guidelines.
  
  Your application was cancelled and full refunds were issued. Please know that the checks have been voided in order to process your refund. Despite cancellation, you may still receive a package from us. Should this happen, you may still use the documents and the photo for your in person application. Since the refund has been issued, we kindly ask that you send us a photo of the checks we issued for your passport application for verification ($35 and $130). While these checks have been voided, we still need the check numbers for documentation. Attempting to use the voided $35 and $130 checks may result in application rejection and further delays in processing your passport. Please securely discard them once the photos for documentation have been sent
  
  Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. Refund confirmation emails have been sent, and we can confirm they were successfully delivered. Included in this response are the refund receipts to review for your convenience.
  
  We appreciate your understanding and are committed to continually improving our services. We sincerely apologize for the inconvenience. 
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising 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.

  Gov+ site popped up when I went on the *** site to apply for a *** #. I thought they were part of the IRSSite. Went along with their help to apply for the *** #. That was on January 17, 2025. And $325.88 later and no *** #. All my complaints were diverted to ********* AI. There web site is a scam. These people need to be stopped!

  Business Response

  Date: 02/13/2025

  Dear *******
  
  We sincerely regret that your experience did not meet expectations, and we apologize for any inconvenience caused by our recent system upgrade. As part of our commitment to continuously improving our platform, we regularly perform maintenance to support new services, enhance product offerings, and accommodate the growing demand for multiple applications.
  
  Unfortunately, these upgrades may have temporarily impacted some applications, including yours. We understand how frustrating this may have been, and we truly appreciate your patience and understanding.
  
  We would also like to clarify that it is impossible to be diverted from a government website to a commercial one. GOV+ is a legitimate private company, and we make this distinction abundantly clear. The statement on our homepage states Not the government, just a helpful private company.  This message requires no scrolling on a desktop and minimal scrolling on mobile. As well as the use of the domain suffix .com on our website is a clear indication that we are a private entity. Government websites use .gov, .org or .mil. GOV+ is also an IRS-certified e-filer, having met the strict security, accuracy, and integrity standards set by the ***. This certification authorizes us to securely and reliably electronically file tax returns on behalf of taxpayers. 
  
  If you are using a search engine, it is easy to overlook the specific website you are directed to. You either visit the government website or you have clicked on ours. There is no diversion involved.
  
  Regarding the fees, there were four separate charges billed, each corresponding to a service that was selected and confirmed:
  
  GOV+ Fee ($67) This was for your EIN application, which you submitted on January 17th. This was refunded on January 23rd.
  GOV+ Premium - Annual Subscription ($119.88) This is an offer and you accepted the option for this fee on January 17th.
  Prepaid TSA PreCheck Application ($77, discounted) You were offered a discounted rate for a TSA PreCheck application, which you accepted on January 17th.
  Duplicate GOV+ Fee ($67) This was a duplicate application for your EIN application, which you submitted on January 21st. 
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. ******* and subscriptions are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. 
  
  Given the nature of your complaint, we acknowledge that this was an unfortunate experience and we would want to make it right. We processed full refunds for the remaining charges totaling to $263.88, today, February 13th and the subscription has been canceled. Please allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails were sent as well. We can confirm it was successfully delivered. We have included the receipts in this response for your convenience.
  
  We appreciate the opportunity to address your concerns. Your request has been processed. We consider this matter closed. 

  Customer Answer

  Date: 02/15/2025

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