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:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to renew my wife's passport. I entered data and then credit card information. The card was declined so I entered it again thinking I had entered the information incorrectly and the card was declined again with a "suspected fraud" notation. I made no further attempt. Today I see that $97 charges occurred twice on my credit card. Please refund the $194 ASAP. Thank you.

  Business Response

  Date: 07/02/2025

  Dear ******* and ***** *********, 
  
  Wed like to clarify the concern regarding the charges on your account.
  
  You were not charged $97 twice. The $97 you authorized was for the use of our platform and software. The additional $57 charge was for the optional GOV+ expedited processingthis was a separate offer, which, like all add-ons, is clearly presented as optional and requires active selection and authorization to proceed.
  
  As for your banks notification regarding suspected fraud, please understand that many financial institutions have automated systems designed to flag unusual or unfamiliar transactions as a precaution. These alerts are preventive in nature and do not indicate that the transaction itself is illegitimate or unauthorized. They are in place to protect youbut they do not reflect the actual legitimacy of the business involved.
  
  We hope this clears up the misunderstanding. We reached out to you on June 30th and informed you that the refunds were processed. You may check the email used in the application to check the refund confirmation email. We consider this matter closed.
  
  

• Initial Complaint

  Date:06/25/2025

  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 filed for a new passport using GovPlus on 5/5 for $97. In addition, I paid $14.99 for the membership to have the new passport escalated. At the time, I completed all the required documents and submitted a passport picture. The website said it would take three days for the picture to be reviewed/approved or denied. On June 13, I reached out and was told that the passport picture would need retaken. After several attempts we'd finally got one and the process continued. On June 20, I received my package containing the documents needed to be mailed to the government for my passport. There were 6 errors on the DS-11 form. These errors were due to GovPlus's negligence. I immediately contacted customer service and was told to dispose of the package and a new would be sent to me with the corrected form. On June 25, I reached out to ask when I would be receiving the new package and was told that I wouldn't be and I would need to print the documents. I explained that I disposed of the package due to being told I would receive a new one. I was told it would take ***** hours for someone to reach back out to me. At this point, I will no longer meet the time frame to make the work trip in the beginning of August. The passport was needed by July 18 to obtain the travel documents. At this point in time, it would be faster to start over again and I just want my money back. This company is clearly a fraud, which is why they delete all the comments that customers leave on their ******** posts. I was under the impression that this company was affiliated with the government... they are not! Requesting a refund of the $99 for the fee to process the passport and $14.99 for the membership fee to have this escalated.

  Business Response

  Date: 07/02/2025

  Dear ***** *******, 
  
  We acknowledge receipt of your complaint via the BBB and regret that your experience was not optimal. To make this right, you were issued refunds for the GOV+ software fee of $97 and the cancellation and refund of your monthly GOV+ Premium subscription on June 26th. Refund confirmation emails have been sent as well. Regarding your concerns about our company being a" fraud", we want to assure you that GOV+ is a fully legitimate and registered private company operating under state and local laws. We also understand there may be some confusion regarding ******** comments. The decision to limit comments on certain postsis a moderation strategy, not an indication of fraud.
  
  Contrary to whats being implied, privacy settings on social media are not a cover-up. They are a deliberate effort to ensure that discussions remain focused, constructive, and relevant to the services we offernot a free-for-all space for unrelated political commentary or misinformed assumptions.
  
  We welcome genuine questions and concerns through the proper support channels, where they can be addressed thoroughly and professionally.  We appreciate your understanding. We consider this matter closed.
  
  

• Initial Complaint

  Date:06/24/2025

  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 was trying to get a copy of my social security with my new last name and I even paid the expedited separate payment , i havent received anything in the mail or email so I called one number it was a wrong number thereafter I called another number it would hang up on me , this is definitely a scam I want a refund.

  Business Response

  Date: 06/30/2025

  Dear **** *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate you taking the time to speak with us on June 26th. During our call, you expressed interest in continuing your application with us and requested a follow-up call the next day.
  
  As agreed, we attempted to reach you as scheduled. However, as we were unable to connect with you, we left detailed voicemails and sent follow-up emails to ensure you had all necessary information.
  
  At your convenience, please dont hesitate to reach out directly to the ongoing email thread with *******. Were here to help you in completing your application. We remain available and ready to support you. 
  
  
  

• Initial Complaint

  Date:06/23/2025

  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.

  The website is very difficult to track but records show May 26, 2025, is the date I began a renewal of my passport application. Payment of ******. Master Card ending 0669. Since May 26, 25' I have sent in about 10 passport pictures, following all the criteria in the directions, and I am repeatedly told the picture is not correct. From reading past BBB reports this company is not legitimate and many people have had their money stolen from them as I have had thinking I have paid to have my passport renewed. I have cancelled my account with them and have asked for my money back but they have not provided what I have requested. Please ask the company to provide me with a refund of $******. Thanks BBB.

  Business Response

  Date: 06/30/2025

  Dear ***** *********
  
  Please be aware that your application could not be completed due to ongoing issues with the passport photos you uploaded. Your photos wont have been rejected had they been compliant. The ******************* sets strict photo requirementswe dont create these rules; we simply ensure compliance. Our role is to help applicants meet these requirements so your application doesnt get rejected at the federal level -- something the majority of our customers appreciate.
  
  Given the nature of your complaint, it's clear that our service is not for you.  Your applications and subscription have been cancelled on June 24th as requested. Refund confirmation email has been sent by our representative ******* as well. We consider this matter closed.
  
  

• Initial Complaint

  Date:06/22/2025

  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 submitted my application for renewal of passport. It's been 3 months and I STILL don't have my passport. I need it for a trip in August. Every single time it gets rejected saying picture isn't good that my face is twisted. I can assure you it's not. Trying to speak to a human to get resolved is impossible everything is AI. You submit picture and told update will come in 3 days. That's a lie. I contacted the government and confirmed they don't have any pending application that they denied due to the picture. So what is going on???? I would go to **** for a passport but this illegitimate website has my money. I want refunded ASAP so I can go somewhere that ACTUALLY processes passport applications and does not just keep your money.

  Business Response

  Date: 06/27/2025

  Dear **** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  To clarify, GOV+ is a private technology company that uses automation to streamline parts of the user experience, such as addressing general inquiries. However, this does not replace human support. An option labeled Talk to a Person is available 24/7, and we offer extended phone support during business hours, with our contact number listed on our website. In your case, multiple human representatives personally reviewed your application and communicated with you directly regarding your photo and document issues.
  
  As for the reason your passport photos were rejected: they were declined due to uneven lighting, being taken too close to the camera, and not looking directly at the lens. At no point was it stated that your face was crooked. That characterization is inaccurate.
  
  It's important to understand that our ability to process your application depends entirely on how promptly and accurately required materials are met or submitted. Delays typically arise when instructions are ignored or when incomplete or non-compliant information / requirement is provided.
  

  Please also note that your application remained incomplete not only due to the persistent issues with your passport photos, but also because of problems with your citizenship documentspecifically, your birth certificate. The photo and document requirements are set by the ************************, not by us. Our role is to ensure that submissions meet those standardswe dont make the rules; we just help you follow them.
  
  It's important to understand that our ability to process an application depends entirely on how promptly and accurately required materials are submitted. Delays typically arise when instructions are ignored or when incomplete or non-compliant information is provided. In fact, we even offered to refund you $15 to have your passport photo taken professionallythough it appears that detail may have been missed or disregarded.
  
  Our representative, *****, assisted you in completing your application, and your materials are now being prepared for shipment via **** (Tracking Number: 9400136208303333700162).
  If you prefer to pursue your application independently, we are able to refund the full government fees. To initiate this refund, we kindly request that once you receive the package, you provide two photos of the government-issued checks ($130 and $35):
  
  1. One photo showing the checks intact
  2. One photo showing the checks torn in half, with key features still visible for documentation purposes
  

  Please send these photos in reply to the email thread initiated by *****. Once received, we will process your refund accordingly. Should you have any further questions or need assistance, please reach out directly. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23503156
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/20/2025

  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.

  On 6/17 around 12 noon I signed on to GOV+ to renew my passport. I thought I was on a government web site. On the home page it stated that gov't fees for passport renewal were $165. I started the application process and began inputting requested data. I got to a web page asking if I wanted my application reviewed. I wanted to say no but got caught in this loop that wanted $119 for a subscription. At this point I knew I was not on a gov't site. I called the provided customer service number three times each time I was put on hold for an extended period with no one picking up. I did not proceed any further with the application process and signed off the site. I then see charges of $19, $97 and $130 on my credit card. I did not knowingly consent to any charge. I then contacted my credit card company and disputed all charges. This is consumer abuse and as a senior it is also elder abuse. I found my whole encounter with your company extremely upsetting. I am also notifying the BBB of my experience.***** ****** ******************************************************************

  Business Response

  Date: 06/24/2025

  Dear  ***** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  To begin, GOV+ is a fully registered, legitimate third-party service provider that specializes in assisting individuals with the preparation and organization of various government-related applications. This is not hidden or ambiguouswe disclose our role clearly including our statement  on our homepage, which plainly states:
  NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. Additionally, our use of a .com domain (rather than a .gov suffix) should further reinforce that we are not a government agency. No other company or government agency offers multiple government filing services in a single platform. 
  
  Were also unsure how one might claim to feel abused when all charges were knowingly and actively authorized by the customer. For any transaction to occur on our platform, the customer must:
  
  1. Manually enter their payment information,
  2. Click Agree to our Terms and Conditions,
  3. And click Submit to complete the purchase.
  
  These are deliberate, user-initiated actionsnot automatic enrollments.
  
  As for the GOV+ Guaranteed Government Fees, it is entirely optional and comes with a clearly visible Skip ******* If you were charged, it means you actively clicked through the offer and confirmed your authorizationagain, a fully manual process.
  
  Its also worth noting that our Terms and Conditionsavailable at any time, free of chargeoutline these processes clearly. We strongly encourage customers to review them before proceeding with any purchase, especially when multiple confirmation steps are required.
  
  You filed for your passport application and paid for the fees on June 17th, including the guaranteed check for $130, and your application was already in queue for review. An email was sent informing you that your passport photo did not meet the requirements set by the ******************* and you were requested to log in and reupload a qualified passport photo. 
  
  Lastly, using GOV+ is completely voluntary. Anyone may opt to file directly through government websites without any additional cost. We exist for those who value convenience, organization, and guided assistance.
  
  While we understand that some customers may experience buyers remorse after proceeding with a paid service, accusing them of abuse simply because you overlooked critical information clearly providedis both inaccurate and unfair.
  
  If you're still unclear on what we do, you may review our About Us tab, this is for free: ***************************************** and you may also revisit our terms here:
  *************************************************
  
  We hope this clears up any misunderstandings. Your application was cancelled and you were issued full refunds despite not meeting our refund policy. We wish you all the best moving forward. We consider this matter closed.
  

  Customer Answer

  Date: 06/24/2025

  RE: 77741330D4485

  Please note the following; I attempted to contact Gov+ immediately after placing my order. Their phone line never answered or was constantly busy.

  In my opinion their entire operation is set up to obtain customers that think they are dealing with an authorized government organization.

  They have now refunded my payments. However in my opinion this only took place because of the complaint that I filed with you and the fact that I disputed

  their charges by notifying my credit card company. I am a senior citizen and do not want others to be caught in the circumstance that I was placed in.

  I wish to have my record stand in the hope that it may help prevent other people from having to get fooled by this organization.

  Therefor I wish to have my complaint recorded and not be removed.

  Thank You,

  ***** J. ******

   

   

   

   

  Customer Answer

  Date: 06/25/2025

   
  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:06/20/2025

  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.

  Renew passportmay 1 2025 never bring the services

  Business Response

  Date: 06/27/2025

  Dear ******** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the sequence of events surrounding your passport renewal application.
  
  You submitted your passport renewal with priority processing on May 5th. The application was reviewed, and on May 6th, you were sent a photo rejection notice due to uneven lighting, which created a visible shadow on one side of your face. As you are aware, this has been an ongoing issue across several submissions.
  
  To be clear, passport photo standards are not arbitrary guidelines set by GOV+. They are federally mandated requirements established by the ************************. As an authorized passport expediting service provider through our subsidiary, *********************, our responsibility is to ensure strict compliance with these standardsnot to compromise them to meet convenience.
  
  After multiple failed submissions, you elected to proceed using a photo taken at *********. At that point, you were provided with an application kit that included step-by-step instructions, which included:
  
  1. Sign the DS-82 form.
  2. Staple the approved passport photo to the form.
  3. Sign the letter of authorization.
  4. Enclose your current passport.
  5. Mail all items using the prepaid envelope provided to our courier for hand-delivery to the passport agency.
  
  However, on June 12th, the courier received your package and, instead of finding complete documents, discovered a ********* thumb drive. Due to security and compliance protocols, we do not open or access electronic storage devicesand thus could not verify or use the contents. In your email, it was determined that the drive contained a digital passport photo and a scanned copy of your current passport.
  
  We understand your concern about mailing your actual passport, given your travel date of July 17th, but submitting a scanned copy is notand has never beenan acceptable substitute. The ************************ requires the physical passport book for renewal by mail. Unfortunately, we cannot override this requirement, nor can we produce a printed version of your scanned passport on your behalf.
  
  Our team attempted to contact you by phone on both June 12th and June 13th to address this, and when we were unable to connect, our representative, *****, left you a detailed voicemail outlining the issue and required next steps. Please understand that our processing speed is directly dependent on how quickly you comply with the required steps. We can only move forward once all necessary information and documents are provided. Delays often occur when instructions are not followed or when required materials are incomplete.
  
  Given the nature of your complaint, we can conclude that your passport cannot be processed and we have checked with our bank if the check we have issued has been used - a full refund of the government fees has been issued today, June 27th. Please allow 3-5 business days for the refund to be posted back to the original mode of payment as financial institutions processing times vary. A refund confirmation email has been sent as well. 

• Initial Complaint

  Date:06/20/2025

  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.

  I applied for a passport online and paid &*****. I have not received anything back from them. The application and payment was sent on April 4, 2025.

  Business Response

  Date: 06/25/2025

  Dear ****** ********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details surrounding your application
  
  Please be advised that your application contained only the most basic information and required a lot more vital information to proceed. Multiple notifications were sent requesting that you return activate your account and to your dashboard to complete the missing detailsunfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status. 
  
  Given the nature of your complaint, it appears there was a fundamental misunderstanding regarding how our services operate. That said, although our Terms and Conditions include a 7-day refund policy, we have gone ahead and issued a full refund of $97 as a courtesy on June 20th and our representative, ******* assisted you with this. 
  

  As mentioned during the phone call, please allow 35 business days for the refund to appear on your original payment method, as processing times may vary depending on your financial institution. A refund confirmation email has also been sent for your records. We consider this matter closed.
  

  
  

  Customer Answer

  Date: 06/25/2025

   
  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:06/18/2025

  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 Monday 6/16/25 I saw an add for GOV+ online stating that can make getting tsa precheck for my wife easier, I paid $97 when I went through what I thought was a process getting the appointment booked, the meeting place was a staples in my city, that made no sense thats when I realized it was a scam, I reach out to try to get my money back I was greeted with their automated response about not issuing refund after application was filed and now Im out $97 for this scam!!

  Business Response

  Date: 06/24/2025

  Dear **** ****
  
  Thank you for reaching out via the Better Business Bureau. We regret hearing that you perceived our service as a scam, and we appreciate the opportunity to clarify a few important points.
  
  First, GOV+ is a fully registered, legitimate third-party service provider that assists customers with preparing and organizing *********************************** applications. Our role is clearly disclosed throughout our website, including on the homepage and in our Terms and Conditions. While we understand that some customers may experience buyers remorse after proceeding with a paid service, accusing a business of fraud simply because the experience didnt match your personal expectationsor because you overlooked the information clearly providedis both inaccurate and unfair.
  
  Its important to note that the services you purchased were completed in full and in accordance with the Terms you agreed to at the time of payment. Nevertheless, and despite your order falling outside our standard refund policy, we issued a full refund on June 19th as a gesture of goodwill. Confirmation of this refund was sent to your email.
  
  We support thousands of customers daily and do our best to assist those who understand the value of our platform. Of course, we recognize that our service may not be the right fit for everyoneand thats perfectly okay. However, public complaints grounded in misunderstandings do little to advance the conversation or find real solutionsespecially when the opportunity to resolve the issue directly was always available.
  
  We hope this clears up any confusion. Your refund has been processed. We consider this matter closed.
  
  

• Initial Complaint

  Date:06/18/2025

  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 25, 2025 I started 2 applications for passport renewal for me and my husband. I paid $190 for each application (expedited). My application was rejected due to photo issues and I was refunded one of the $190 charges. My husbands application was accepted. On May 31 I received an email saying that the application packet was delivered to my home mailbox. There was NO packet. I replied to the email that there was no packet in my mailbox. AI response told me to double check my mailbox. There has been no application packet mailed to me. I have called and been on hold several times. I have since applied for MY passport and received it in less than 2 weeks. We are still waiting for the application packet for my husband. Last night I applied to travel.gov to apply for his passport. I paid $130 to them to renew it.I would like to receive my $190 refunded from GOV+!!

  Business Response

  Date: 06/24/2025

  Dear ******* *******
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the inconvenience you experienced with your passport application. We had conducted system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance, and we regret any disruption this may have caused. This has since been addressed and our systems have been back to normal functions. 
  
  Your application package remained with us and was not completed due to an issue with the passport photo provided. 
  
  When you reached out and spoke to our representative ****** on June 19th, your government fee was refunded as requested and you stated that it was acceptable. Confirmation emails for all refunded amounts have been sent to your inbox for your records. The refunded amounts should reflect on your original payment method within 35 business days, depending on your financial institution.
  
  We trust this resolves the matter and consider it closed.
  
  

  Customer Answer

  Date: 06/24/2025

   
  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.
  I have been refunded the fees I paid to them for my application. Thank you.
  Sincerely,
  
  ******* *******