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:03/11/2025

  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.

  Filled out application for passport and paid additional expedited fees. Company has said application is under review for weeks with a 3 day approximate update. Attempts to chat through their website put you on hold with no human assistance.

  Business Response

  Date: 03/23/2025

  Dear *******, 
  
  We acknowledge your complaint via the BBB and want to assure you that we are actively working to resolve this matter. As per your request, an email was sent to you today with the necessary details. Please review it at your earliest convenience, and feel free to reach out if you need further clarification.
  
  We value the opportunity to assist you and look forward to your response.
  

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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 clicked on the site to renew my passport. After providing my sensitive information, I was asked to submit a passport picture. It was constantly denied until after three attempts one picture was selected. I was notified that my documents were delivered to my mailbox. That was a lie. I called numbers provided only to get disconnected each time I called. I emailed them several times asking for tracking numbers or even for someone other than AI to answer me. Nothing. I paid a good amount money for a renewal for which this whole process is fraudulent. I will be reporting this to my ********** as well. I will be also contacting the authorities about my stolen ID.

  Business Response

  Date: 03/22/2025

  Hello ********, 
  
  We acknowledge you reaching out via BBB. We regret that your experience was not optimal. However, wed like to clarify a few important points to ensure theres no misunderstanding.
  
  First, we do not store or retain sensitive identification documents beyond what is necessary to process your application securely. GOV+ collects information from you to streamline your form filing experience. With your verification and at your direction, we share the information we collect with governmental agencies you designate to receive it from.  Our platform follows strict security and compliance measures, including those set by the ******************* and the ***, to ensure the protection of customer information. By using our services, you hereby consent to such collection, use, and disclosures. Regarding your mention of reporting this to your credit card company or the authorities, you are, of course, free to do so.
  
  At GOV+, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.  If any issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe notify the customer and place the application back in the queue. Once the necessary corrections are provided, the application undergoes another review. This process is in place to prevent delays and rejections at the government levelsomething we believe most customers would appreciate.
  
  To address your specific case, all the passport photos you uploaded were rejected for multiple reasons, including:
  
  - Uneven lighting
  - Being taken too close, resulting in cropped shoulders
  - Misalignmentyour body was angled sideways and not centered
  
  Given the repeated issues, despite providing clear guidelines on your dashboard to help you take a qualified passport photo, it became evident that you were experiencing difficulty following these instructions. As a courtesy, we even offered you a $15 refund to have your photo taken by a professional, ensuring you had a usable image when your application package arrived.
  
  We strive to make this process as smooth as possible, but we cant override official passport photo requirements. Our goal is to assist, but the accuracy of submitted documents remains the customers responsibility.
  
  Regarding the notification that your package has been delivered, we sincerely apologize for the 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 and we did not receive a confirmation you will be using your own 2x2. As we strictly adhere to government guidelines, we could not proceed with an application that would ultimately be rejected.
  
  While we understand your frustration, we want to emphasize that nothing about this process was fraudulent. We take pride in serving customers who understand our services and recognize that system upgrades are sometimes necessary for improvements.
  
  Given the nature of your complaint, your application was cancelled and you were issued a full refund of $254. While your applications exceeded the 7-day refund eligibility period, we have still processed full refundsnot out of obligation, but as a goodwill gesture. 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. Refund receipts are attached to this response for your convenience.
  
  We consider this matter closed and wish you the best moving forward.
  

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my initial passport renewal request through Gov plus on 01/23/25 paying $200 for their services for my passport renewal. They are claiming they take all of the hassle away for you and offer a quick and easy process, yet they didn't respond until 02/13/25 stating the photo wasn't good enough and needed to be retaken. I retook the photo on 3/1/25 and it is now 3/11/25 and just keeps saying estimated processing time is 3 business days and still haven't gotten a response. (seeing that multiple people have also complained about the same thing this doesn't surprise me) I have tried calling over 10 times and it hangs up every time. I have also sent multiple messages and have only been told we will have a colleague contact you instead of we will look into this request right now. At this point my trip is on 4/27 and I can't even send a rush request to the state department because I will have to wait who knows how long in order to have them mail me back the documentation I paid for. I have asked for a refund (even though it says it must be requested in 7 days yet it's been 2 months and they still haven't sent my stuff back to me so a refund request is a very fair request due to the circumstances) via messages and they say they'll respond within an hour and it has been three hours since I sent it with no one on the messages responding. They also say that a live chat is available but its just an AI chat and won't send you to a live agent. I will only remove this message if I get a refund back from Gov Plus.

  Business Response

  Date: 03/23/2025

  Hello ********,
  
  We regret that your experience with GOV+ did not meet your expectations. We understand your concerns and apologize for any inconvenience caused by the wait time. However, wed like to clarify a few important points to ensure theres no misunderstanding.
  
  At GOV+, we process and review thousands of applications daily across multiple services and support channels, ensuring that each application receives the attention it deserves. To maintain fairness for all customers, applications are strictly reviewed in the order they are received.
  
  We understand that waiting can be frustrating, but delays often arise when customers do not follow the provided instructions for submitting a qualified passport photo. This is why we strongly encourage careful adherence to these guidelines to avoid unnecessary setbacks. Additionally, wed like to clarify that the only item you submitted was an unqualified passport photo. Since everything was processed online, there are no physical documents for us to return to you. If you were expecting paperwork, its important to note that a package will only be mailed to you if the application was completed.
  
  If time sensitivity was a concern, opting for government expedited processing may have been a more suitable choice, as routine applications typically take 4-6 weeks. While we do everything possible to streamline the process, we cannot control delays caused by unqualified photos, incomplete or incorrect information, nor can we override the processing timelines set by the government.
  
  Your application was canceled and you were issued refunds on March 11th. You were also sent a refund confirmation email. We consider this matter closed and wish you the best moving forward.
  

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in an application to renew my passport. There is no communication from gov plus other than a random call from someone every couple months on a spam line. They leave a number to call but ends up hanging up after a few minutes on hold. I thought this was **** Government website that secured my personal data only to find out that it is not. I have paid for passport renewal and *** pre check and gov plus fee. I would like be refunded my money due to the lack of communication and the fact that the company has no affiliation with the **** Government.

  Business Response

  Date: 03/22/2025

  Hello *******, 
  
  We acknowledge you reaching out via BBB. First, GOV+ is not a government agency, nor have we ever claimed to be. We assist customers in filing and completing *************************** applications more efficiently. Our platform consolidates multiple government-related applications, eliminating the need to create multiple credentials or visit multiple websites when applying for government documents. On our homepage, it clearly states: "NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY.  To be clear, GOV+ is a private company, authorized by the ******************* through our subsidiary ********************* and an ***-certified e-filer. This means we meet strict security and integrity standards set by both the *** and the **************************** not every service provider can claim. We are not affiliated with the government but we are AUTHORIZED to assist in passport applications and operate fully within applicable regulations. There are clear disclaimers and visible terms of service to ensure our customers understand exactly who we are and what we offer.
  
  Wed also like to address your claim of having received no communication from us. On February 5th, we sent you an email requesting confirmation of specific information needed to complete your passport renewal. Unfortunately, we did not receive a response.
  
  Additionally, while you attempted to reach out multiple times via chat, you left the queue before a representative could assist you. We understand that wait times can be frustrating, but please keep in mind that we process thousands of applications and respond to thousands of inquiries dailystrictly on a first-come, first-served basis.
  
  We regret any inconvenience this may have caused, but communication is a two-way process. We encourage all customers when they reach out to remain in the queue so our team can address your concerns.
  
  Given the nature of your complaint, its evident that youve chosen to pursue your passport renewal and TSA applications independently. While your applications exceeded the 7-day refund eligibility period, we have still processed full refundsnot out of obligation, but as a goodwill gesture.
  
  Please allow 3-5 business days for the refunded amounts to reflect in your original payment method, as processing times may vary depending on your financial institution. Refund confirmation emails have been sent and successfully delivered. Refund receipts are attached to this response for your convenience.
  
  We wish you the best moving forward.
  
  

• Initial Complaint

  Date:03/10/2025

  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.

  Gov+ (gov plus) is not communicating for my request for full reimbursements for online passport application that I requested reimbursements for with in a hour of submitting it due to discovery it was not a reputable company. As reviews on BBB and search engines reviews show how many complain not getting their passport or applications processed in a timely manner. There robot keeps sending me the same steps to request cancellation and reimbursement. Dashboard ? And request. We have done this step many times to just be told in chat to do the step over again. Obviously this is so they can try to state rendered services. Well no service has been rendered and I want my cancellation and reimbursement processed.

  Customer Answer

  Date: 03/11/2025

  I finally got a text/chat answered from gov+. No services where rendered and they agreed to fully reimburse us. We would like to keep this open until we receive our full reimbursement. 

  Thank you, 

  Customer Answer

  Date: 03/14/2025

  This was resolved with full reimbursement 

  thank you

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  used they site to apply for a passport and turned out to be a scam

  Business Response

  Date: 03/21/2025

  Hello ******, 
  
  GOV+ is a private company and we are authorized by the ******************* through our subsidiary ******************** and we are an IRS-certified e-filer. As a private company authorized to render these services, we meet strict security, accuracy, and integrity standards set by those agencies, ensuring a safe and reliable electronic filing process for our customers. We are operating within all applicable regulations, with clear disclaimers and visible terms of service to ensure our customers understand who we are and what we offer.
  
  Your application for a New Passport was canceled and you were issued full refunds on March 10th as we only intend to keep customers who understand and value our services. Attached are the refund receipts for your convenience. 
  
  

  Customer Answer

  Date: 03/24/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/10/2025

  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.

  I was trying to change my last name on my social security card. I have given them my information online and paid. I got a package in the mail to send in my ACTUAL BIRTH CERTIFICATE AND DL OR PASSPORT in order to make this change, I got all my important documents back but no new social security card. Its been a long wait. I dont know what is going on but Id like my money back. I cant get in contact with anyone to do so.

  Business Response

  Date: 03/22/2025

  Hello *******, 
  
  We acknowledge your complaint and would like to clarify a few key points regarding your application.
  
  You filed your application on February 20th and we processed and completed it immediately since you paid for the GOV+ expedited processing fee. You were informed of this when you reached out via chat the same day. Your package was successfully delivered, and you mentioned you followed the provided instructions. You received your materials back, but you have not yet received your replacement Social Security card. Please note that we do not issue Social Security cardsreplacement or otherwisenor do we have any influence over the processing timeline of the *******************************
  
  As we are not the applicant, the *** will not provide us with any updates regarding your application. Typically, Social Security cards are delivered within 7-10 business days from the time an application is submitted. However, the *** may be experiencing delays in processing mail-in applications. In some cases, it can take 2-4 weeks for them to process a mail-in request and return any evidentiary documents. 
  
  Despite our services being fully rendered we processed full refunds of $67 for our service fee and $57 for the GOV+ expedited processing, not out of obligation but of goodwill. Please allow 3-5 business days for the refunds to be posted back to the original payment method as their processing times may vary. Refund confirmation emails were sent as well. 
  
  We appreciate your understanding and encourage you to reach out to the *** directly for any updates regarding your replacement card. For further assistance, we strongly recommend contacting the office where you submitted your application: Below is their contact information of the suggested office for your convenience:
  
  ****************************** Office ******************
  Address: *****************************************
  Phone: **************
  

  Office Hours:
  Monday Friday: 9:00 AM 4:00 PM
  Saturday & Sunday: Closed
  

  
  

• Initial Complaint

  Date:03/10/2025

  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 have ask to cancel my application and a refund after be charged twice on passport application just going to ny dmv

  Business Response

  Date: 03/20/2025

  Hello ***** ******** Jr, 
  
  Wed like to clarify a few key details regarding your charges and refund request.
  
  You were charged $67 for the GOV+ service fee for using our platform and $165 for the mandatory government fee associated with a New Passport application when you filed on February 14th. When you requested a cancellation and refund on March 9th, it was already beyond the 7-day refund eligibility periodwhich is why your initial request was denied.
  
  For reference, our refund policy (Section 10) clearly states:
  
  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.
  
  That said, customer satisfaction remains our priority. As a one-time courtesy, we have processed full refunds for both the GOV+ service fee and the government fee despite our policy. Please note that while we process refunds in real-time, it may take ******************************************** your account, depending on your bank's processing time. Refund confirmation emails have already been sent for your reference.
  
  We consider this matter closed
  

• Initial Complaint

  Date:03/10/2025

  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.

  Didn't recieve documents after said delivered. Applied for passport renewal 2 months ago said delivered try to contact to no avail

  Business Response

  Date: 03/20/2025

  Dear ****, 
  
  We sincerely apologize for the inconvenience you experienced with both of your passport applications. We understand your concerns and regret any inconvenience caused by the wait time. At GOV+, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review.
  
  Your application package remained with us and was not completed due to an issue with the passport photo you provided and Kennys Citizenship document. Given the nature of your complaint and your requested resolution, we have canceled both applications and issued full refunds. Below is the breakdown:
  
  Rose Windows:
  
  $67 GOV+ Fee (Passport Application - New)
  $165 Mandatory Government Fees ($35 Execution Fee + $130 Passport Book Fee)
  
  ***** Windows:
  
  $67 GOV+ Fee (Passport Application - New)
  $165 Mandatory Government Fees ($35 Execution Fee + $130 Passport Book Fee)
  Total Refunded: $464
  
  Refunds were processed in real-time, but please allow ******************************************** your account, depending on your banks processing time. Refund confirmation emails have been sent to ******************** and ******************** for your records.
  
  Once again, we sincerely regret that your experience was not optimal. Customer feedback is invaluable to us, and we are continuously working to enhance our services.
  
  

  Customer Answer

  Date: 04/09/2025

  I just recieved the 2nd refund on April 7th. Thank you for your help.  

• Initial Complaint

  Date:03/10/2025

  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 need to renew my passport, and at 81 years of age, I looked for a more simple way to do it. Thought there was a connection between GOV+ and the US government. Filled out a form online on 2/26/2024 and paid two charges ($67.00 and $130) with my **************** card. It's now 3/9/2024 and I can get no information from them regarding any movememt on my passport renewal, except they want to sell me another product. They say they have all of my necessary information, but they have done nothing with my renewal, and I cannot contact them. After looking at the complaints about thei company on this website, I realize that I have made a mistake. I would like to stop the renewal and get my money back.

  Business Response

  Date: 03/20/2025

  Dear *******, 
  
  We acknowledge your complaint and sincerely apologize for the delay in reviewing your passport renewal application.
  
  After carefully reviewing your application, we sent you an email requesting a new passport photo because the one you uploaded did not meet the required quality standards set by the Department of State. We simply ensure compliance with those standards. We dont make the rules; we just make it easier to follow them. The quality of your photo, your teeth were visible, and the image was a photo of a photo. Please understand that we cannot, in good conscience, approve and complete an application that is likely to be rejected by the passport processing facility. Our goal is to help customers avoid these rejections.
  
  We regret having to cancel your application; however, customer satisfaction remains our priority. As a resolution, we have processed full refunds for both the $67 GOV+ software fee and the $130 mandatory government fee. Refund confirmation emails have been sent for your reference. Please allow 3-5 business days for your refunds to be posted back to your account as bank processing times vary
  
  We consider this matter closed, but if you have any further questions or need assistance, please feel free to reach out.
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  
  

  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,
  
  ******* *******