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:03/25/2025

  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.

  They refunded my money, but the credit card stated that it was charged twice. It is still on my bill.

  Business Response

  Date: 03/31/2025

  Dear *******,
  
  Thank you for reaching out. We processed your refund of $67.00 on March 8, 2025; however, upon investigation, we found that the refund was rejected by your bank due to suspected fraud on your card.
  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.
  
  Sincerely,
  GovPlus Support Team
  
  

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Gov+ for passport processing.They have twice sent email stating my package has been delivered. It was never delivered.I want a full refund.

  Business Response

  Date: 03/31/2025

  Dear ****,
  

  Thank you for reaching out.
  

  Our records indicate that your passport package was delivered; however, we understand your frustration and want to make things right. As a result, we issued you a full refund on March 25, 2025, which includes $67 for service fees and $130 for the government fee, totaling $197.
  

  If you have not yet received the refund, please allow 35 business days for your bank or card issuer to finalize the transaction. If you need further assistance or confirmation, feel free to contact us at ********************************************************.
  Sincerely,
   GovPlus Support Team
  

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  Purchased a renewal of my passport, but now that they have taken my money I've tried every avenue to contact anyone but no response only robot I'm afraid I was ripped off & they should be not allowed to do this, is there anyway I could get my money back? I have made a mistake as they mislead me into my passport renewal

  Business Response

  Date: 03/31/2025

  Dear *******,
  

  Thank you for reaching out.
  

  We can confirm that your application was canceled and a partial refund was issued on March 31, 2025. You have confirmed this with our representative *******.  Please allow 35 business days for your bank to finalize the transaction.
  If you need further assistance or clarification, please dont hesitate to contact us directly at ********************************* Were here to help.
  

  Sincerely,
  

  GovPlus Support Team
  

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  Attempted to renew a passport. There were technical problems. I had to stop the application and restart three times. Talked to a service agent about the fee process which had to be approved again had to be approved again before continuing. During the last attempt I was asked to authorize another payment of over $300. At this point I stopped, did not authorize that payment. It was never made clear at the beginning that there were two different fees. The request for renewal was never completed. I have now been charged $67, $57, $67, and $67, one for each attempt. Since the passport renewal was never completed, I want reimbursement of $258.

  Business Response

  Date: 03/31/2025

  Dear ****,
  

  Thank you for contacting us.
  

  We have reviewed your account and can confirm that a full refund was issued on March 23, 2025, in the amount of $67. Additionally, we identified that you created multiple accounts under different email addresses, each of which had a single authorized charge of $67. Both of these charges have now been fully refunded.
  

  Please note that we do not show multiple payments under a single account but rather one authorized transaction per account, each submitted through our system, which requires users to manually enter payment details and agree to our Terms of Service before completing a purchase.
  

  We understand that the repeated submission attempts may have caused some confusion, and weve processed full refunds accordingly as a courtesy see attached for both refund receipts.
  If you need further details or confirmation of the refunds, please dont hesitate to reach out.
  

  Sincerely,
  GovPlus Support Team
  

  
  

  Customer Answer

  Date: 04/02/2025

   
  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:03/24/2025

  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 2/17/25 I decided to report my passport lost since I could not find it & apply for a new one. I intended to go to the government's website to apply, but accidentily ended up using a website ********************************* which I thought was the government site. I provided information and paid three separate fees: $165, $67 & $57 by credit card.The charges showed up on my March statement. I provided them all requested information including an uploaded photo. On 2/19/25 I received an email with a link that took me to a status which implicated I would hear back in 3 days concerning what came next. Some time in March, I discovered that I had used a third party to apply for the passport. Then I found and went to the travel.state.gov website to see if my application had been received by the **************** and had a status. There was no indication of an application and as of 3/21/25 there is still no status. I tried to call GOVPLUS using ************ and the calls repeatedly dropped. One time I got through to an automated system and while listening to their recording it also dropped the call. I went to the .gov site and started over and reported my passport lost. I called a **** and set up an appointment to apply for a new passport. I will have to pay the fees again. EIN Plus LLC or GOVPLUS does not do refunds after 7 days from starting the process with them. You don't even know you have a problem in 7 days. Perhaps they are a scam. It appears that the business is EIN Plus LLC and their web site is **************************. They list multiple offices in different states. One of those is ********************************************************************************************.

  Business Response

  Date: 03/31/2025

  Dear ******,
  

  Thank you for reaching out and sharing your concerns.
  

  We want to clarify that GovPlus is not a government agency, nor do we claim to be. We are a private third-party service provider that assists customers with preparing and submitting *********************************** forms. This is clearly stated on our website, along with our full legal entity name, EIN Plus LLC d/b/a GovPlus, which is disclosed in our footer, Terms of Service, Privacy Policy, and at checkout prior to payment.
  

  We understand your confusion and regret that you did not intend to use our services. As requested, we have issued you a full refund as of March 31, 2025, covering all payments made to us.
  

  Regarding your attempts to contact us: we apologize if you had difficulty reaching our support team by phone. We are actively working to improve our phone system to better handle high call volumes and dropped connections. You can always reach us by chat or email.
  

  While we do maintain multiple business mailing addresses in various states for operational purposes, none of our offices are open to the public, and we do not accept in-person visits.
  

  Again, we are not a scam. We are a registered business providing digital services, and weve resolved this matter by issuing a full refund as a courtesy, despite our standard no-refund policy after 7 days.
  

  If you have any further questions or need documentation confirming your refund, please let us know.
  

  Sincerely,
  GovPlus Support Team

  Customer Answer

  Date: 04/01/2025

   
  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:03/23/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This site seemed legitimate but a quick search showed they are not. Its too late for me, but DO NOT USE GOV+! Afte thinking Id completed and paid, I then got emails saying youre almost finished so I paid more! TOTAL SCAM! My last complaint, I said Id just like them to send my documents. Now Ive ordered them through a real site and they will be here tomorrow. I am now seeking a FULL REFUND if this company wants to show any concern for their legitimacy.

  Business Response

  Date: 03/26/2025

  Hello ******* *****, 
  
  We sincerely apologize if your application was not processed as quickly as you had hoped. Unfortunately, birth certificate requests for Florida were temporarily put on hold due to recent government fee changes imposed by the ****************************, *************** Statistics. As a result, we had to comply with these updates before proceeding with affected applications.
  
  Your application and subscription have been canceled, and you have been issued full refunds totaling $200.88. Please allow 3-5 business days for the funds to reflect in your account, depending on your financial institution.
  
  For clarification, GOV+ is a legitimate private company that assists thousands of customers daily. Delays due to *************************** policy changes are beyond our control, but we always prioritize compliance to ensure applications are processed correctly. A delay caused by regulatory updates does not equate to fraudulent or a scam service. We consider this matter closed. 

  Customer Answer

  Date: 03/26/2025

   
  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. While I believe they should have contacted me with that information, at least I have been refunded. I very easily went around this business and had my birth certificate in 3 days, for $17. From *******, where they say they couldnt access it. Buyer beware.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/21/2025

  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 requested a full refund of 3 payments I made to this company for a passport. I was told today (3/21/25), I would get these 3 refunds within 3-5 business days. I checked my credit card and 2 have pending credit. However, the largest payment made by me didn't post. When I looked at the refund receipt. It states a 12 week delay.

  Customer Answer

  Date: 03/22/2025

  $165 refund 

  Customer Answer

  Date: 03/22/2025

  Today 3/22/25.  They canceled the 2 pending refunds.  Now the total is $297.     55/77/165 = $297

  Customer Answer

  Date: 03/22/2025

  Correction on amount of refunds: $299.  57+77+165 = $299

  Business Response

  Date: 03/31/2025

  Dear ******,,
  

  Thank you for reaching out.
  

  We have reviewed your account and can confirm that a full refund in the total amount of $356.00 has been issued to you. This includes all three payments you made.
  

  Please note that GovPlus does not delay any refundsonce a refund is processed on our end, it is immediately submitted to your bank. Any pending status or posting delay is entirely dependent on your bank or credit card issuer, and unfortunately, we have no control over how or when they reflect the funds.
  

  Please see the attached refund receipts.
  

  If you do not see all three refunds posted after 35 business days, we recommend contacting your bank directly for more information.
  

  Sincerely,
  GovPlus Support Team
  

  
  

  Customer Answer

  Date: 04/11/2025

   
  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:03/21/2025

  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.

  Transaction date March 20th Passport and TSA pre check application.I decided not to complete my application but they debited my account without authorization.Request to remove my card information via chat did not produce any resolution or the requested refund of $67.00 and $77.00 fees for a total of ******

  Business Response

  Date: 03/31/2025

  Dear ********,
  Thank you for contacting us.
  

  Please note that GovPlus does not charge any customer without their authorization. To complete a transaction on our site, users are required to manually enter their credit card information and check a box agreeing to our Terms of Service before payment is processed. This ensures all payments are intentional and authorized.
  

  That said, we understand you chose not to proceed with your application, and as a courtesy, we have issued a full refund of $144.00 today, March 24, 2025, covering both the $67.00 and $77.00 charges.
  

  Please allow 3-5 business days for your bank to show the refund and confirmation of the refund has been attached as well as emailed to you if you have any further questions, please feel free to reach out.
  

  Sincerely,
  GovPlus Support Team

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23101049
  
  I am rejecting this response because: thank you for the full refund. Your explanation of the manner in which charges are made to customers card and the requirement that the card and payment are entered prior to entering the application information is a very deceptive practice. There was no notification or disclosure that by entering the card and checking a box completed the purchase of any service. It is also unbelievable that despite not having checked any box that asked if I wanted the service to re automatically reoccurring the charges on my bank statement said "reoccurring". If any additional charges are made they are verifiably not authorized and having to wait and watch for an entire year to ensure no further attempt is made to benefit financially from my half filled out application for services will be cause for an additional complaint. I do not accept the explanation that I clicked a payment authorization prior to having completed entering my "application" for services. The deceptive practices in the message prompts to the consumer in the application process should be investigated further by someone. Consumer beware!
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 04/15/2025

  We understand your concern regarding the term "recurring" that appeared on your statement, and wed like to clear up any confusion.
  
  While the word recurring may appear due to how some banks label authorized payment methods, this does not indicate that you were enrolled in any automatic or ongoing billingunless you specifically opted into a monthly subscription, which, by its nature, would indeed be billed monthly.
  
  To clarify:
  
  Recurring payments, when they do apply, are typically automated and processed on a set schedulethis provides convenience for both the customer and service provider by eliminating the need to manually initiate payments every time.
  
  In your case, what you saw was simply an authorization for your payment method to be used for any applicable service or government feesnot an indication of repeated billing.
  
  We hope this explanation provides some clarity.

• Initial Complaint

  Date:03/21/2025

  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 passport renewal on Jan 30. Since then it has sat in the same queue saying processing. I have reached out several times and have been told I may need to retake my picture but never put back into that step.

  Business Response

  Date: 03/31/2025

  Dear ********,
  

  Thank you for your message.
  

  We reviewed your application and the photos you previously submitted. Unfortunately, the first photo had too many shadows, and the second was too close, with your shoulders not fully visiblewhich does not meet U.S. passport photo requirements.
  

  To move your application forward, please submit a new photo that meets the following criteria:

  Shoulders clearly visible
  Looking straight at the camera
  No shadows on the face or background
  
  
  Once we receive a compliant photo, well process your application immediately. If you need help, please contact us at ******************************** and we can set an appointment. Also, if you wish to email us a photo before uploading it we can review it to make sure it is perfect.
  

  We appreciate your patience and are here to assist if you need help submitting the photo.
  

  Sincerely,
  GovPlus Support Team

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23099695
  
  I am rejecting this response because:

  I have not been prompted to resubmit a photo so if this is what the problem was, they have never put me back into the cue that would allow me to resubmit my photo. 
  I did receive messages saying that my package had been delivered but have not received anything if my photo was rejected why would they have mailed it out? 
  
  
  Sincerely,
  
  ******** ***

  Business Response

  Date: 04/07/2025

  We sincerely apologize for any inconvenience you experienced with your passport application. As part of our ongoing system upgrades to enhance our services, a small number of applications were affectedyours being one of them. Notifications were sent in advance, and we regret any disruption this may have caused.
  
  To clarify, your package was not mailed out because your passport photo did not meet the required standards. As we strictly adhere to government guidelines, we could not proceed with an application that would ultimately be rejected.
  
  Your application has been canceled today, April 7th, and you have been issued full refunds. While we understand your frustration, we want again to sincerely apologize for the inconvenience. We hope you understand that our services recognize that system upgrades are sometimes necessary for improvements.
  
  Please allow 3-5 business days for the refunded amount to reflect in your original payment method, as processing times vary by financial institution. Refund confirmation emails have been sent and the account has been deleted well. 
  
  We wish you the best moving forward.
  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23099695
  
  I am rejecting this response because:

  According to their site, they have sent me my Passport package. I have not received anything from them. If my picture was the problem why would the package get sent out? I still havent been able to go back to resubmit a picture and again have not received any package as their website says. 
  
  Sincerely,
  
  ******** ***

  Business Response

  Date: 04/18/2025

  We sincerely apologize for any inconvenience you experienced with your passport application. As part of our ongoing system upgrades to enhance our services, a small number of applications were affectedyours being one of them. Notifications were sent in advance, and we regret any disruption this may have caused.
  
  To clarify, your package was not mailed out because your passport photo did not meet the required standards. As we strictly adhere to government guidelines, we could not proceed with an application that would ultimately be rejected.
  
  Given the nature of your complaint, your application has been canceled on April 7th, and you have been issued full refunds. Refund confirmation emails have been sent well. While we understand your frustration, we want again to sincerely apologize for the inconvenience. We hope you understand that our services recognize that system upgrades are sometimes necessary for improvements.
  
  
  We wish you the best moving forward.
  
  
  

• Initial Complaint

  Date:03/21/2025

  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 began the process to renew my U.S. Passport. I made two payments, $67.00 and $130.00.I completed several of the steps, my application process was stopped because the photo (selfie) was not sufficient. As a senior citizen, I took the photo several times, did the best I could to take the selfie. Since the process could not be completed, I requested my money back in order to renew my passport at the ************ Gov Plus told me to continue taking selfies until it was correct which is not an option for me. I found the process very difficult.

  Business Response

  Date: 03/31/2025

  Dear ******,
  

  Thank you for reaching out.
  

  Our records confirm that your application was submitted but could not proceed due to issues with the photo provided. We understand that this process was difficult, and we appreciate your effort in attempting to meet the requirements.
  As noted in our system, a full refund of $197.00 was issued to you on March 23, 2025, we appreciate your patience and hope that we can help you with a different application that does not require a photo..
  

  If you have any further questions or need confirmation of the refund, were happy to provide it.
  

  Sincerely,
  GovPlus Support Team