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:03/21/2025

  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.

  The website for the company is setup to represent this company as a ligament government WebSite. The truth is they are using false information to collect people's data and charge them for a service that is in no way provided by the United States Government. I contacted my lawyer and per his suggestion approached the company about a refund and deleting my information. The first conversation was deleted before I could grab it for my records, the second conversation to over an hour to get all the way through. I discovered during that time that their website has no physical location or phone number listed. By digging through the internet I found out that they have a few offices but the address of one of the offices is behind dumpster and a garage in ********. They main office came up as being in ************, ***********. Upon further investigation I discovered they had complaints filed with the *********************************, and 4 other state offices. As well as complaints with the *********************. They say they will be refunding my my money and deleting my information, but I will be monitoring my account and verifying this over the next 5 business days.

  Business Response

  Date: 03/31/2025

  Dear **** ********,
  
  Thank you for reaching out.
  
  To clarify: GOV+ is not a government agency, nor do we claim to be. This is clearly stated on our website, including on the homepage: "Not the government, just a helpful private company , terms of use, and the ***** even our website domain .comall of which were available to review before you chose to proceed with your transaction. Our service streamlines applications for government documents, offering assistance to those who prefer a guided process rather than handling it alone. If you require further clarification, we highly recommend reading the terms of servicesomething that should have been done before completing the transaction. At no point do we claim to be a government website, and we strongly reject any suggestion that we are using false information to mislead customers or improperly collect data. 
  
  Your application was received on March 21, 2025, the same day your BBB complaint was submitted. On that date, we also received your request for a partial refund, which was promptly processed.
  Specifically, you were refunded $34 for service fees and $130 for government fees. The remaining $33 was processed today, March 31, 2025, completing your full refund.
  Regarding your concern about our address: we understand your frustration about being directed by ****** Maps to an incorrect image. While we do not control third-party mapping services, we can confirm that GovPlus operates multiple office locations. However, none of these are open to the public or accept in-person visits.
  
  Lastly, your request for data deletion was received and executed on March 21, 2025 at 3:44 PM, the same day your application was submitted. GovPlus takes data privacy seriously and implements strict security protocols to protect all customer information. We even offer identity protection if you feel this is a service you need..
  
  We consider this matter resolved and wish you all the best.
  
  Sincerely,
  GovPlus Support Team

• Initial Complaint

  Date:03/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid to renew my passport. Site said wait 5-10 business days for status tp update. I called after 2 weeks but could only chat online for some reason. Told to wait another couple of weeks as processing was slow. It has been 3 months. Now they say no refunds after 7 days and Im just screwed out of my money.

  Business Response

  Date: 03/31/2025

  Dear ********,
  

  Thank you for bringing your concerns to our attention.
  

  Our records show that your application was received on February 4, 2025. On February 6, we contacted you regarding an issue with your passport photo. You promptly submitted a corrected photo, and your passport package was marked as complete shortly thereafter.
  

  We understand the frustration caused by processing delays and any confusion around communication. While our policy states that refunds are not available after 7 days, we also strive to be fair and reasonable with our customers.
  As of today, you have two options:
  

  1. We can reissue your passport package at no additional cost, or
  
  2. We can provide you with a full refund for the amount you paid.
  
  
  Please let us know which resolution you prefer, and well process it immediately.
  

  Sincerely,
  GovPlus Support Team
  

  
  

• Initial Complaint

  Date:03/20/2025

  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.

  On March 8th 2025 I applied online for a Passport that I paid initially $65 and then chose to pay to expedite the process and pain an additional $255.00. Originally I thought the $65 was part of the $255. but i saw on my bank statement online that it was two separate withdraws. I have waited two weeks and I have no information on when my passport will arrive. I have messaged them many times and only get Ai generated responses. There is no one to contact and I am now out $320 with no passport and need to pay for the process all over again. I have spoken to a local post office today and was informed that the GovPlus website is a scam and that they hear of this happening to a lot of people.I have requested a refund via the chat option/messaging and my messages are cleared and the initial greeting is displayed.

  Business Response

  Date: 03/31/2025

  Hello **** / *****
  
  We acknowledge your complaint via the BBB. Thank you for the opportunity to address your concerns.
  
  To clarify the fees:
  
  $67 GOV+ Fee (Passport Application - New)
  Clearly stated underneath: "Government fees are not included."
  
  If a charge was applied, it means the payment was manually authorizedmeaning you entered your payment details, agreed to the terms and conditions, and clicked "Submit" to complete the transaction.
  
  For the government fee, after completing steps to move the application for review, applicants are required to pay the government fee and are given two options. Once again, payment had to be manually authorized by clicking "Pay Government Fee."
  
  $225  includes: 
  
  $35 Execution Fee (Issued to Post Master)
  $130 Passport Book Fee
  $60 Government Expedited Processing Fee
  
  These charges were not automatically applied, nor were they hidden. Each required your explicit authorization.
  
  Please be aware that your application could not be completed due to issues with the passport photos 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.
  
  As for the comments made by the individual at the post office, not everyone is familiar with our service, and their personal opinions have no bearing on our legitimacy. To clarify, 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 an authorized e-file provider recognized by the ************************ (IRS).
  - We are registered with the Financial Crimes Enforcement Network (******) as a Beneficial Ownership Information (***) provider.
  
  We understand that our services may not be for everyone, and thats perfectly fine. Our focus is on the over a million valued customers who have successfully used our platform to streamline their government-related applications. Were proud of the convenience and support we offer to those who appreciate it. Your application was cancelled and you were issued full refunds for $292 on March 27th. Allow 3-5 business days for your bank to process the refund as processing times vary. Refund confirmation emails were sent and delivered as well. We consider this matter closed.

• Initial Complaint

  Date:03/20/2025

  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 was using ************************ and I have since found out from the BBB website that this website is not approved by them and a lot of complaints are coming in. I gave them all of my information including SSN and birth certificate.

  Business Response

  Date: 03/31/2025

  Hello ***** ******, 
  
  We understand your concern, though its quite interesting that you willingly provided your information, manually authorized the payment, and only after the fact became truly scared about identity theft.
  
  Since you applied for a passport, you must have been aware that government applications require more than just a name, date of birth and address. The information you provided is mandatory for any passport applicationwhether processed through us or directly at a post office. Even if you had applied on your own, you would still have submitted the exact same details and had them reviewed by personnel at the post office and the passport processing facility. 
  
  Please know that we have processed over a million applications and we never had issues regarding security and privacy. GOV+ solutions and services are hosted on highly secure AWS server infrastructure, utilizing bank-level, 256-bit TLS encryption. A comprehensive suite of security technologies and protocols ensures that information remains encrypted and protected at every stage while GOV+ manages and processes applications. We also take cybersecurity seriously. We deploy industry-leading Norton 360, along with additional security measures, to guard against malware, spyware, and other digital threats. This helps minimize risks, including identity theft, ensuring a safer experience for our users.
  
  Our customers privacy is not just a priorityits a commitment. Unlike some companies, we do not trade or sell your dataunder any circumstances.
  
  GOV+ is a fully legitimate and registered private company, operating in compliance with state and federal regulations. We are authorized by the ************************, through its subsidiary *********************, to process expedited passport applications. An authorized e-file provider recognized by the ************************ (***). We are registered with the ************************************ (******) as a Beneficial Ownership Information (BOI) provider.
  
  As for the BBBs approval, please be aware that they are an independent organization, and their accreditation is neither a requirement nor the sole measure of a companys legitimacy. Our operations are fully compliant with all relevant laws and regulations. 
  
  As for complaints, they are inevitableno matter how ethical, transparent, or legitimate a company is. Some customers will always want more, some will always find fault, and some will always look for reasons to complain because they did not understand what they agreed to. That, however, does not change the fact that our services are legitimate and we have more than a million customers to attest to that.
  
  Given the nature of your complaint, it has been clear that you do not see the value our services offer. We processed your requests of having your information permanently deleted from our system. While we process applications securely and in compliance with data protection regulations, we respect your request for removal.
  
  Your $67 refund has also been processed on March 23rd. In the future, we encourage customers to reach out to businesses directly with concerns or requests before making public accusations, as that is the most ethical and effective approach. We consider this matter closed.
  

• Initial Complaint

  Date:03/19/2025

  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 was trying to renew my passport and found this website that I assumed was the government website, the fee was supposed to be $67 which I paid and one issue led to another, I still dont have the password but already got charged 2 different amounts that were never disclosed on the website. 03/14/25 $130 & 03/17/25 $119.88, please cancel the process and refund all of my money, cancel whatever the subscription, I dont need the password anymore, give me my money back. This website is a scam and a joke.

  Business Response

  Date: 03/26/2025

  Dear ***** *********,
  
  We understand that assumptions can sometimes lead to misunderstandings, so lets clarify: GOV+ is a private company, not a government agencysomething that is explicitly stated on our homepage and reinforced by our use of a .com domain. In fact, our website clearly states, "Not the government, just a helpful private company." Additionally, the services we provide are fully outlined across our platform. No other servicegovernment or otherwiseoffers the convenience of handling multiple government applications in one place.
  
  If you assumed otherwise, that was unfortunately a misunderstanding on your part, not a misrepresentation on ours. Similarly, assuming you were scammed without reviewing the details of the service you voluntarily paid for is, once again, a matter of assumption rather than fact.
  

  You submitted your application on March 1st, but as clearly outlined in our process, applications do not advance to the review stage until the government fee is paid. In your case, this payment was not made until March 14th.
  
  Upon review, we identified two issues:
  
  1. Your place of birth (*****, **) required additional verification.
  2. Your passport photo did not meet government requirements and was rejected.
  
  To address these, we sent you an email requesting clarification on your place of birth and asking you to upload a compliant passport photo. As these steps were necessary for your application to proceed.
  
  We value your feedback and have processed full refunds for the charges incurred despite refund ineligibility. Your application and subscription were canceled today, March 26th. We value our customers and intend to serve those who understand and appreciate the value of our services. Allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails were also sent and and we can confirm they have been delivered. We consider this matter closed.
  

  
  

• Initial Complaint

  Date:03/18/2025

  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 asked for a refund. They said no, so I complained. Once I said I would file a complaint with the BBB They changed there tune. They lied and said they could not offer a refund until they were threatened with a complaint. This is not a fair business practice. The customer should be given the blbenefit of the doubt. They also left me a voicemail asking and pleading not to file a complaint with the BBB, by a random customer service agent.

  Business Response

  Date: 03/26/2025

  Dear **** ******. 
  
  We appreciate the opportunity to clarify the situation.
  
  You requested a refund outside of the refund eligibility policy, and as stated in our terms and conditions, a refund was not applicable. Your application was submitted on March 14th, underwent review and was fully completed by March 15thprocessed, printed, and awaiting transit. At that point, the service had been rendered, making a refund unwarranted.
  
  Your request for a refund was not "refused" on a whim; it was simply not justified, as we apply the same guidelines to all customers. Expecting a refund after receiving the service is like eating an entire meal at a restaurant and then demanding your money back because you suddenly decided you didnt want it. Thats not how fair business practices work. Customers often demand fairness when it would only apply to them but rarely extend the same courtesy to businesses. You claim this is not a "fair business practice," yet fairness works both ways. Our terms and conditions are transparent and readily available to review for free. ************************************************* - All users are welcome to explore our website before committing to using our services.
  

  10. Refunds?

  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; 

  Before the payment was processed, you were required to:
  
  - Manually enter your payment information.
  - Click Agree to the Terms and Conditions.
  - Actively click Submit.
  
  If the charge went through, it means these steps were deliberately followedindicating informed consent.
  
  We operate with integrity and transparency, and we expect the same from our customers. We understand that policies may not always align with personal expectations, but terms and conditions exist for a reason.
  

  Despite your request falling outside the policy, we ultimately chose to issue  a full refund as a gesture of goodwillnot because of a "threat" but because we genuinely aim to resolve concerns when possible. If this resolution felt like a change in "tune," it was simply an exception being made in your favor, not a deceptive practice. We aim to serve and retain customers who understand and appreciate the value of the services we provide. 
  
  As for your claim about a voicemail, our team follows up with customers as part of our standard process to ensure concerns are properly addressed. We are always happy to provide assistance and resolutions, but we do not "plead"we simply wanted to offer clarification and assure you that your demands were met. Your refund was issued in full on March 17th and a refund confirmation email was sent and delivered. We consider this matter closed.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23084542
  
  I am rejecting this response because:

  It is full of false statements. The dates are incorrect, as well ss the analogy of eating a meal. Services were not rendered before I asked for a refund. There was a glitch in their system which is what caused the delay for me. I paid a completed my application on March 14. They issued the refund on March 17th. It took me 3 days just to get a hold of someone. Had my application had been processed I wouldn't have needed to contact Gov+ customer service. However,  because of the glitch,  they took my money, and then sent me a paper form to fill out because my application did not go through, and I had already paid. This is when they became aware of the issue, otherwise I never would have received anything from them at all. I asked for a refund after I was told about the glitch, and after I was told I would have to wait an extra 8-9 business days just to receive the form. That is absolutely absurd, so I asked for a refund. I also have the voicemail still that has your employee asking me not to call the BBB, asking me to call back so we can talk about it, so I don't call. I have received the refund already, so the money is in back in my account, I am rejecting the statement now, because the statements made by this company in an attempt to defend themselves, are untrue and lies. I also have all emails sent by their automated system when I filled out the application, when I paid, all the attempts to speak with someone regarding my issue and so forth. This company is making themselves look worse by lying in a message written to the BBB, not very smart. They are lying, and that absolutely horrible, considering they hands very personal information for millions of Americans. Very unsafe business that should not be allowed to handle such private and personal information.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/27/2025

  Hello **** ******, 
  
  We understand your rejection of our response, especially given that weve already provided clear facts and documentation. Attached, youll find the necessary files showing that your application was completed on our end and that you were notified accordingly. Additionally, weve included the email notification confirming your application was completed, with the date clearly visible, as well as the chat you sent demanding your refund. A section of our terms and conditions is also included for your review, in case youre too busy to visit our website.
  
  We trust this will clear up any confusion, but were more than happy to provide additional documentation if needed. While your request for a refund was outside the policy guidelines, we did issue a full refund as a courtesy. We dont want to complicate things further, so weve deleted your account and information from our system.
  
  Youre still welcome to use the package you received from usplease consider it a gift.
  
  We consider this matter closed.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23084542
  
  I am rejecting this response because:

  Again, your dates are wrong. If I am in thecwrong, why did your companyvreach out so many times to try and apologize as soon as I mentioned the BBB?
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/18/2025

  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.

  In a way I blame myself for not realizing this is NOT a government website. But I think given that when you type in renew my passport on ****** these guys are the first to show up (granted it says sponsored) they should have better practices.Ok here is what in practices is misleading and can qualify as extortion or scam:Again not realizing at first I was NOT dealing with the government, I was very trusting entering all my information. The steps made it look like the information I entered were leading towards me getting my passport ordered ONCE PAYMENT WAS MADE.Why else during payment would they have different tiers?- $297 if you want the passport in 4 weeks - $537 if you want the passport shipped to you in 2 weeks etc...So after entering all my personal data and paid the $297 (the amount they claim will cause you to receive the passport in 4 weeks) I thought I was done as I received a thank you message for my payment. 4 days later I was looking at my email and I saw a message from these folks saying that I was 10% done.I was kind of surprised. How can I anything short of 100% done AFTER I paid $297 to get my passport in 4 weeks and I entered ALL my personal data and I answered (as far as I knew) ALL pertinent questions???Im trying to get my money back. Wish me luck!!!!!

  Business Response

  Date: 03/27/2025

  Dear Beaudelaire ********, 
  
  We appreciate your feedback and the opportunity to clarify some misunderstandings.
  
  You mentioned that you blame yourself for assuming GOV+ was a government agency. It seems the main issue here is not our business practices, but rather your assumption that GOV+ was a government websitedespite our homepage stating otherwise. You even noted that our ****** listing is marked Sponsored, which should have been another clear indicator. We even use a .com domain, not a .govwhich should have been another clue.
  
  Our pricing structure is transparent, with different tiers reflecting the level of service provided. These are choices, not obligationsif you didnt need your passport expedited, standard processing is always an option and is, of course, the more affordable route. Our Priority Passport applications require additional requirements to ensure you receive your passport as quickly as possible.  While we assist in facilitating the process, we are not the passport agency and have never misrepresented that fact.
  
  As for your expectation that your passport would automatically be processed upon paymentunfortunately, thats not how government applications work. The 10% done email wasnt a trick; it was a factual progress update, informing you that additional steps were required. 
  
  We assure you that we deliver our service exactly as described, but its often those who assume rather than verify, fail to complete their part of the process, or overlook the Terms of Use who later file complaints. We encourage all applicants to review our website, read the Terms of Use or reach out to us directly before making assumptions about what they are purchasing. All details regarding the services we offer are available upfront, free to review, before any commitment is made. Blaming us for being misledwhen the information was readily available but ignoredis not a reflection of our business practices but rather of the assumptions made by the applicant.
  
  Your incomplete application was already canceled and a full refund of $297 was issued on March 18th. A  follow up phone call was made to assure you that your request has been processed and the refund confirmation email has been sent. We consider this matter closed. Thank you for the opportunity to address your concerns via the BBB.
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23084326
  
  I am rejecting this response because:

  This Business does not understand the meaning of customer service. I did acknowledge that I did NOT realize that this was NOT a government website, this company leaned heavily on that acknowledgment to blame customers for the improper steps involved (ON THEIR WEBSITE) in getting a passport.
  
  As a business owner myself here is what is wrong with a) your process b) the way you handled this complaint.
  a) your process
  - You should NOT charge any money UNTIL AFTER all the steps are completed.
  - You should NOT charge for something you have no control over (You do NOT control how long it will take the government to issue passport. So charging different tiers based on expected delivery date is misleading.
  - You should make it clear WHICH portion of customer payment goes towards your fees and which goes to the government like so:
     $100 ------- our processing fees
     $195 ------- government passport charges
  =====================================
     $295 ------ Total charges
  
  Once payment is made, there should be NO additional steps.

  b) your handling of this complaint.
  When you respond to a complaint, you should NOT include personal information that was not initially part of the complaint but taken from the application filed on your website.
  You know exactly what I'm referring to. You did so vindictively.
  In any event, I'm happy to have received my money back. I will NEVER do business with you again. And neither will anyone close to me.

  Sincerely,
  
  **** ********

  Customer Answer

  Date: 04/03/2025

  I did receive my money back from Business after I made several phone calls. I'd like to have my complaint remain as part of the online record to help others in the future.
  I appreciate the work done by BBB

• Initial Complaint

  Date:03/18/2025

  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.

  On March 11, 2025, I helped my disabled son, ***** ******, on an application to renew his passport through Govplus. They charged him $190. (Receipt attached]We filled out all the paperwork and left off at their step where they say they will be mailing us the completed application. Then they charged us an additional fee of $65, which was never mentioned to us. And we never received a receipt. I saw it on my sons bank account. I tried to contact them and they said that the $65 is probably some kind of fee. I emailed back saying it was never mentioned to me and that I wanted to talk to someone immediately. No one has responded. I think they are scammers. While I hope I can get my sons money back, I dont know if I will. But I dont want other people to fall for this.****** ******

  Customer Answer

  Date: 03/18/2025

  They sent me two different emails with two different amounts due for fees which were both different from what Ive paid already

  Business Response

  Date: 03/26/2025

  Hello ******, 
  
  We would still like to take this opportunity to clarify a few points.
  
  Using our services is entirely voluntary and requires agreement to our terms and conditions. GOV+ is a paid service. Proceeding with a purchase involves manual entry of payment information, agreeing to the terms and conditions and an intentional actionclicking the "submit" button. The $67 service charge is only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. If the charge was applied, it indicates that these actions were taken on your end. For the government fee, manually clicking that you are agreeing to the charge to be authorized is also clearly presented. Please know that the application will not undergo review until these conditions are met.
  
  Regarding your concerns about being scammed, I want to assure you that GOV+ is a fully legitimate and registered private company operating under state and local laws. Our website clearly states that we are not affiliated with any government agency. We provide a transparent breakdown of our services and fees, including identity and document protection, automatic renewals for documents with limited validity, and more.
  
  We can see here that your package has been delivered yesterday, March 25th and the application on its way to the passport facility. The estimated delivery date according to the **** is March 28th. Which clearly shows that you have benefited from our service and it has been fully rendered.
  
  10. Refunds?
  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. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF.
  
  We respectfully request that you return the checks and well gladly give you full refunds. Please mail the original checks to: GovPlus ***************************; NUM 3338  CLAYMONT, DE 19703
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1st, I applied to a replacement social security card. I filled everything out and processed the payment and have been stuck with the sending the packet since. I go back to the site and it automatically scrolls to the bottom of the page and then goes blank every time. I have tried calling because there ststes there is an option for customer service but no number on the site so I looked at other sites in order to get it to speak to someone and no one answers. The number I found was ************. I am just trying to get my replacement and someone to help me get it. I cannot get any tracking information as it keeps scrolling to the bottom of the page and goes blank every time.

  Business Response

  Date: 03/27/2025

  Hello April, 
  
  We sincerely apologize that your experience did not meet expectations. Please know that our website is monitored 24/7, and no system errors have been reported by other users. However, to ensure a positive resolution, we have canceled your application and issued a full refund of our service fee ($67).
  
  Your application was successfully completed on March 12th and was already prepared for pickup by ****. While we do not have control over USPSs pickup and transit process, this situation is unusual. Your package was expected to be in transit and delivered by March 22nd, but for unknown reasons, it has remained at our facility.
  
  We truly regret any inconvenience this has caused and appreciate your patience. To make things right, we sent you your completed SS5 form via email along with additional information for you to be able to get your card replaced. If you need further assistance, please do not hesitate to reach out to us directly:
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  

  Customer Answer

  Date: 03/28/2025

   
  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:03/17/2025

  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.

  Social Security card replacement. I submitted my application in November 2024. In January, I received a package requesting my supporting documents, including my passport and ID, to be sent in a prepaid envelope from GOV+. I dispatched those documents around January 17th. In February, I inquired about the status and was informed to expect a wait of 4-10 weeks. As the end of February approached, I began reaching out weekly for updates, but the information I received was inconsistent. One representative indicated that I would receive tracking information that week, while another advised me to contact the *** directly. I find it frustrating that I have to reach out to both Social Security and **** myself, especially after paying for your services. I escalated my concerns to higher authorities twice, and they promised to call me back within ***** hours, but a week has passed with no response.Its important to note that I paid GOV+ for assistance, yet I am being directed to handle communications with the ********************** and **** on my own. This has been an extremely disappointing experience with poor service and communication.I contacted the *** office twice, and they reported that they have no record of my application or supporting documents. They searched their files and found nothing related to my case. Tracking shows delivered and *** have nothing **********************. They looked everywhere and found nothing. I request an immediate refund for my passport fees, DMV ID, and ********************** service fees. I have waited long enough, and each time I reach out, I am told to wait with no progress. I urgently need my Social Security card replacement, passport, and DMV ID, which I sent in your prepaid envelope.

  Business Response

  Date: 03/26/2025

  Hello May, 
  

  We regret that your experience with the ********** in ******* was not as seamless as expected. Please understand that once your package has been delivered and subsequently mailed out by you, our visibility into its status becomes limited. Unfortunately, we have no control over the handling of your application once it reaches the government agency.
  

  We understand that the ********** in *******, ** (******************) has denied receiving your application and informed you that they have not processed your application. We have already reached out to the **** and they have confirmed the delivery of your mail-in application to the Vallejo office.  While we advise you to reach out to these offices directly, we are also  still actively following up the *** office on your behalf. If we receive any update, please understand that it may be either limitedor unavailablesince we are not the applicant.
  

  As a gesture of goodwill, we have issued a full refund of $67 for our GOV+ software fee. We encourage you to keep an open line of communication, as we may attempt to reach you by phone if we get any update. If we are unable to connect with you, we will leave a voicemail and follow up via email. Should you receive any updates from the *** office directly, we recommend coordinating with them for the most accurate information.