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:03/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a website (Govplus) in December of 2024 and applied for a passport. I was told that Govplus was fraudulent. I made several attempts to reach them via telephone, each time I called I was put on hold by a recording. After about a minute or two I was disconnected. This occurred each time I attempted to reach them. I never spoke to anyone. I paid a total of $289 I also paid an additional fee to have my passport expedited. I also contacted my bank and explained to them what was going on and they wanted me to have proof that I did not receive the passport and I tried to explain that if I didnt receive it how can I prove I didnt receive it. I sent them screenshots of the funds being withdrawn from my account Navy emailed me and said that I needed to provide additional information and a couple hours later, they closed my dispute without any explanation

  Business Response

  Date: 03/21/2025

  Hello *******, 
  
  Thank you for reaching out to the Better Business Bureau. We would like to clarify a few key points regarding your application and our multiple attempts to resolve this matter.
  
  We contacted you several times via phone and email in December 2024, January 2025, and March 2025 regarding your application. Despite these efforts, we received no response from you, even though our emails were successfully delivered.
  
  Your application remained incomplete due to the passport photo you uploaded not meeting the ******************** requirements. We cannot process applications that contain inaccurate, incomplete, or unqualified documents, as doing so would only result in rejection at the passport facilitysomething we actively work to prevent.
  
  Given the nature of your complaint, it is clear that you have chosen not to cooperate in completing your application with us. As a result, your application was officially canceled on March 21st, and a full refund has been issued despite ineligibility under our 7-day refund policy. Below is the breakdown of the refunded amounts:
  
  $67 GOV+ Service Fee
  $57 GOV+ Expedited Processing fee
  $165 Mandatory Government Fees
  
  Please allow 35 business days for the funds to be posted back to your original payment method, as processing times vary by bank. Refund confirmation emails have been sent to your registered email address. We consider this matter closed.
  

  Customer Answer

  Date: 04/03/2025

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

• Initial Complaint

  Date:03/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used government plus to renew my passport online. I now know this is not a legitimate service that this is a scam. I have attempted to stop payment at my bank. I would like to have this place recognized as a recognized as a illegitimate service.

  Customer Answer

  Date: 03/12/2025

  I have since found this is a legitimate business and wish to withdraw my complaint.

  My most sincere apologies to all involved.

• Initial Complaint

  Date:03/07/2025

  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 renew my passport online and this company took my money plus the fees for a passport renewal. They keep sending me emails that photo doesn't meet requirements after correcting the issue and resending several times. I recently read reviews and found this is a scam. A third party charging for renewal online.

  Business Response

  Date: 03/17/2025

  Hello *******, 
  
  We appreciate your feedback, but wed like to clarify a few key points. GOV+ is a legitimate private company that provides a streamlined platform for managing government applications. Our services are entirely optionalcustomers can choose to handle their applications directly through the government at no additional cost.
  
  We are upfront about the nature of our services, which are clearly outlined on our website: NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY, and in our terms and conditions. Calling it a "scam" simply because you overlooked this information or chose not to fully review the details doesnt change the facts. We provide a valuable service that many customers find convenient and beneficial.
  
  You voluntarily filed your passport renewal application on January 29th but did not pay the mandatory government fee until March 1st. Regarding the photos you uploadedboth were rejected because they did not meet the ******************** standards. The first photo was disqualified because you were looking down, which is clearly outside of acceptable guidelines. The second was rejected because you were wearing a uniform (scrubs), which is also not allowed.
  
  We cannot process applications that do not meet the required standards, as doing so would only lead to further delays and possible rejectionwhich we are actively trying to help you avoid. Clear instructions are already provided on the website on how to take an  acceptable passport photo. 
   
  Your application was canceled and you were issued  full refunds on March 7th. Refund confirmation emails were also sent and we can confirm their delivery. We consider this matter closed.
  
  

• Initial Complaint

  Date:03/06/2025

  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 submitted a passport renewal expedited February 9. I received my package and mailed it. ***** overnight to the **********************. It has been 3 weeks one week beyond the guarantee of the $500 expedited fee. The representatives are all very lovely but offer no answers whatsoever. I have a medical condition that I need to get to the **. Every representative assures me the courier will respond. It has been three weeks and eight phone calls and no response. You must text on your phone for 30 minutes to an hour and a half to get a response from a representative. The state department doesnt even show my passport having been reviewed. So for that great expedited fee, I assume its in a pile somewhere in ******. Can someone give me an expedited refund and get me my passport ASAP.? I am desperate. I need help. No one is helping me.

  Business Response

  Date: 03/17/2025

  Dear *****, 
  
  We understand your concerns and sincerely apologize for the inconvenience caused by the delay in processing your passport. Please know that your application was hand-delivered by our courier to the passport processing agency, and we are actively following up with our courier for updates on the status of your application.
  
  As a gesture of goodwill, we have processed a refund of $245. A refund confirmation email was sent as well. Please allow 3-5 business days for the refund to be processed to your account as bank processing times vary.  We truly appreciate your understanding and patience in this matter. We will reach out to you via email as soon as we receive an update.
  

  Business Response

  Date: 03/17/2025

  Good day, We are requesting for this complaint to be removed. The desired settlement was to be refunded, however, there were no successful charges and there were no applications. Thank you

  Customer Answer

  Date: 03/26/2025

  My name is ***** ******** ***********************  

  i was charged $477 and $211 on February 8th as shown in my AMEX. I repeat my original complaint and demand a full refund. I would like my passport and documents returned. I just returned from the ** after sitting in the ******************* all day to obtain my passport. This company is outrageous to say they want to remove my complaint when my documents were sent to ****** (***************** to be exact) to some other courier service. It was never sent to the US passport service in ******. Now I am worried about identity theft. Every one of the eight ladies, ******** ****** etc said they would expedite my concern and call me the next day. They all could see my expeditied order easily. return my funds or documents ASAP.

  Customer Answer

  Date: 03/27/2025

  ABOVE IS COPY OF ******** EXPRESS PHOTO OF CHARGES ON 2/8/2025 THAT SHOW MONEY PAID FOR SERVICES THAT WERE NEVER RENDERED. EVEN TO THIS DAY AFTER 8 PHONE CALLED I HAVE NEVER HEARD OR HAD ANY RETURN OF MY DOCUMENTS. PLEASE HELP ME.

  THANK YOU, ***** ********

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/27/2025

  THIS IS AMEX COPY OF CHARGES MADE 2/8/2025

  Business Response

  Date: 03/31/2025

  Dear *****,
  

  Thank you for reaching out and sharing your situation.
  

  Our records show that the government fee check we issued on your behalf was cashed on February 18, 2025, which confirms that your passport application is actively being processed by the ************************. Please see the attached proof of the cashed check.
  

  We fully understand the urgency of your circumstances and regret the delays you've experienced. While we work closely with our courier and the agencies involved, final processing and issuance are entirely at the discretion of the passport agency, and unfortunately, they may pull applications for additional review without advance notice and at times, do not update their website with the current status. However, we will ask the courier to go to the agency and inquire asap.
  

  To address the delay, weve already issued a $245 partial refund. In light of the continued inconvenience, we are offering an additional $100 refund as a courtesy. Please allow 35 business days for these refunds to reflect on your account.
  

  We are still monitoring your application closely and expect it to be issued imminentlypossibly as soon as tomorrow. We will keep you updated with any new developments and continue advocating for the fastest possible resolution.
  Please dont hesitate to reach out directly if you need anything elsewe are here to help.
  

  Sincerely,
  GovPlus Support Team
  

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23032302
  
  I am rejecting this response because: I Had to go to the state department in ************* and wait all day to have a passport issued March 12th, 2025 so I could leave the country for my medical issue.

  My husband had done his himself throught the post office and received his March 14th.

  I demand the balance of the $497. I HAD THE PAY THE **************** OVER $235 DOLLARS FOR MY PASSPORT.

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

  Business Response

  Date: 04/03/2025

  Dear *****, 
  
  We sincerely apologize for the inconvenience. The full refund of $497 has been processed. Additionally, the remaining $152 was refunded today. Please find the refund receipts attached for your review.

  Customer Answer

  Date: 04/04/2025

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

  THANK YOU FOR YOUR RESPONSE AND REFUND. IT SHOWS YOU DO HAVE INTEGRITY

• Initial Complaint

  Date:03/06/2025

  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 charged me twice for a service they didnt provide. I have called and messaged them for weeks! Their answering machine hangs up on you once you make a choice. They need to make things right. This website might be a scam

  Business Response

  Date: 03/18/2025

  Dear **** *****, 
  
  Good day. There is nothing to refund as you do not have an application and both charge attempts failed. We consider this matter closed.

• Initial Complaint

  Date:03/06/2025

  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.

  Service not delivered from GOV+. Multiple errors in document verification and "glitches" in their system

  Business Response

  Date: 03/17/2025

  Dear ********, 
  
  Thank you for reaching out through the BBB. 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 or documents, or an unverified addresswe will notify the customer and place the application back in the queue. Once the necessary corrections are made and provided, the application will undergo another review.
  
  Please know that your application has been completed on March 7th and has already been waiting for **** pick up and scan. This is the tracking number for your application package: **********************. Once you receive the package, kindly follow the instructions. We also cancelled your prepaid TSA PreCheck application today, March 17th, and were issued a full refund of $77. Please allow 3-5 business days for the refund to be processed as bank processing times vary. An email confirmation was also sent, please acknowledge receipt. Should you need further assistance, please reach out to us at ********************************************************. 
  

  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,
  
  ******** York

• Initial Complaint

  Date:03/06/2025

  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 used this service thinking it was with the government for my passport. The name is very misleading. I received a packet with my passport application but much of the information on the second page was missing. I was very diligent in filling out ALL the information including my parents information on the application. I feel that I provided all my identifying documents for nothing. Im going to have to re-do my application. I feel so cheated paying for their services. They really didnt do anything for me except fill out the application incorrectly. Why did they need my passport, birth certificate and social security card for if all they were going to do was print the application and send me copies of what I submitted to them. I dont even know if the check they sent to submit to the post master or US Department of State are legit. Such a waste of time and effort for nothing.

  Business Response

  Date: 03/14/2025

  Hello ********* *****, 
  
  We appreciate you reaching out via the BBB. We take customer concerns seriously, but we also value clarity and fairness.
  
  You state in your complaint that you thought we were the government. First, GOV+ is not a government agency, nor have we ever claimed to be. It is already stated on our HOMEPAGE NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. Despite these facts, it seems the responsibility for this situation is still being shifted onto us. Yes, GOV is part of our namebut thats because our mission is to 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. 
  
  To be clear, GOV+ is a private company and an IRS-certified e-filer. This means we meet strict security, accuracy, and integrity standards set by the ************ not every service provider can say. We operate fully within applicable regulations and provide clear disclaimers and visible terms of service to ensure our customers understand exactly who we are and what we offer.
  
  The PLUS in GOV+ reflects the added value we provide beyond basic government services. We offer features like Identity and Document Protection, automatic renewals for time-limited documents, and dedicated supportservices designed to make the process more convenient and secure for our customers. While we are not affiliated with any government agency, we take pride in offering premium services tailored to those who appreciate convenience, and support.
  
  On February 18th, you attempted to file a Passport Renewal Application but did not complete the purchase until February 24th, when you paid the one-time software fee, completed the application, and settled the mandatory government fee.
  
  During the application process on February 18th, you were specifically asked whether you had the passport to be renewed in your possession. You answered No. You were also asked if the passport you currently have was issued more than 15 years agoyou answered Yes. You left the application incomplete when you reached the payment page.
  
  Additionally, when you restarted your application on February 24th and still chose the same type, you were asked again whether you had the passport to be renewed in your possession. You answered No. and if the passport you currently have was issued more than 15 years agothis time you answered No. 
  
  Just to clarify, based on the answers you provided, your application was not eligible for renewal since the passports issuance date exceeded the allowable renewal period. Our system flagged this accordingly. Your application was switched to a NEW passport application. For this type of passport application, you would have to accurately answer the questions on the forms and provide proof of identity and proof of citizenship.
  
  When you were asked whether your parents' information was unknown, you selected Yes. For the record, whatever information appears on the completed forms is exactly what you entered during the online process. Our system doesnt magically create or adjust informationit reflects exactly what the customer provides.
  
  Your application was processed and moved to completion on February 25th. It was prepared for printing and shipment, and your application package was delivered to your designated mailing address on March 3rd via **** (tracking number 9400136208271338872491).
  
  As outlined in Section 10 of our Terms and Conditions:
  
  "GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if: (a) an application has been completed and submitted for review."
  
  In other words, once the application is completed and the application package delivered to you, the service is considered fulfilled.
  
  When you received the package and noticed an issue, the straightforward and reasonable step would have been to reach out to us directly. We are always willing to fix any issues when given the opportunity.
  
  We request all customersnot just those using our platformto allow companies a fair chance to resolve concerns before publicly airing assumptions that require us to step in and correct the record. A direct conversation typically leads to a faster and more effective resolution than a public complaint.
  
  We trust this clears up any misunderstandings. 
  
  Your desired resolution was for a refunddespite our services being fully renderedwe processed a full refund of $67, our one-time software fee, on March 11th. Please allow up to three business days for the refund to be posted to your original payment method, as processing times vary depending on your bank. A refund confirmation email has also been sent for your reference.
  
  Additionally, youve confirmed that you will be using the checks we issued for your in-person appointment at the post office. Just to ease any concernsyes, the checks are company-issued and completely legitimate. We consider this matter closed.
  
  

• Initial Complaint

  Date:03/05/2025

  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 and paid for renewal of my US passport at the end of December. The first ****** I spoke to using their chat feature on the website told me the expedited shipping will take 2-3 weeks, it's been 3 months and no one can give me an answer to where my passport is. The chat is useless and always ends my conversation, no one ever answers the telephone. I have not received what I paid for and demand a refund. My trip is now time sensitive and I don't have my passport.

  Business Response

  Date: 03/17/2025

  Hello ****,
  
  We acknowledge your concern via the BBB. We regret any inconvenience caused by the wait time for your application review.  At GOV+, we assist and review hundredsif not thousandsof applications daily across multiple services and support channels. Our goal is to provide each inquiry and application with the care and attention it deserves.  During periods of high demand, such as recently, this may lead to longer review and response times. 
  
  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, unqualified documents, or an unverified addresswe will notify the customer and place the application back in the queue. Once the necessary corrections are made and provided, the application will undergo another review. Please know that the passport photos you have uploaded did not meet the requirements set by the ********************
  
  We also understand that waiting for support can be frustrating, and we apologize if you were unable to remain in the queue for a live chat agent or on hold during your calls. However, our records indicate that you initiated multiple chat sessions but left before an agent could be assigned. To ensure you receive assistance, we kindly ask customers to remain in the chat window or stay on the call until an agent is available. Exiting and re-entering a new session or hanging up and calling back places you at the back of the queue. We also reached out to you via email and left you voicemails. 
  
  On March 6th, your passport renewal application was canceled and you were issued full refunds. Here is the breakdown of the fees: 
  
  $67 - GOV+ ONE TIME SERVICE FEE
  $130 - Mandatory Government Fee (passport book)
  $60 - (Optional) Government  Expedited Processing fee (2-3 weeks)
  
  We have also attached refund receipts in this response for your convenience. We appreciate your patience and understanding.
  
  

• Initial Complaint

  Date:03/04/2025

  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 filled out a passport application with GOV+ two days ago. I submitted a $67 fee and a $165 Government fee.I received an email stating that there was some type of error on their end (they can't tell me what specifically). They refunded the $67 fee, but refuse to refund the 165 fee saying that once it's paid, they don't have the ability to ********* I'm basically out the $165. WHAT A RIPOFF !!

  Business Response

  Date: 03/12/2025

  Hello ******, 
  
  Your feedback helps us here at GOV+ to improve our services for everyone. We apologize for the confusion regarding the **** responding to your refund request. You were issued full refunds for both the $67 GOV+ Software fee and the government fees of $165 on March 4th. A refund confirmation email has been sent as well. We consider this matter resolved. 
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  GovPlus is an agency designed to trick people into paying them to provide things that the government does for free. In my case it was to request a new social security card. I have requested a refund. It was denied on the basis that service had been rendered but nothing has been done. They don't even have the legal documents from me yet in order to be able to request the replacement card. I have attempted to contact them via phone and chat feature. The chat feature just loops and denies even though it is incorrect. The phone just hangs up after you get through the automated system and into a call queue. They are unreachable, have provided no services whatsoever, have taken my money, and are refusing to give it back.

  Business Response

  Date: 03/12/2025

  Dear ******* *******, 
  
  We take customer concerns seriously, but we also value clarity and fairness.
  
  To be clear, GOV+ is a legitimate private companyand yes, our services are paid. We dont issue the documents directly; what you paid for was the use of our platform and software to simplify the application process.
  
  As outlined in our Terms of Use (SECTION 4, Item 2):
  
  "Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. *********** provides simplified online preparation and filing software to assist in preparing and filing certain specific applications."
  
  Our services are entirely optionalno one is mandated, tricked or coerced to use them. The value we provide lies in the convenience and guidance our platform offers. GOV+ serves as a central hub for multiple government applications, eliminating the need to navigate multiple government websites or figure out complex forms and requirements.
  
  With GOV+, customers dont have to worry about filling out forms over and over, about which forms to use, what documents to prepare, or where to submit them. We also offer Identity and Document Protectionservices that, for the record, no current government website offers. We hope this clears up any confusion.
  
  Regarding being unreachable, we apologize for making you wait and think that there was no one for you to reach. We process thousands of applications daily across multiple services and support channels. Our commitment is to give each application and inquiry the attention it deserves, which means that sometimes a short wait is unavoidable.
  
  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. 
  
  Our customer support is available 24/7 through both live chat and email. However, please understand that there will always be a queue. If your issue is not urgent, our email support remains available around the clock as a convenient alternative.
  
  We strive to resolve issues promptly, but we do need customers to meet us halfway. We ask for a reasonable chance to address concernsbut instead, here we are responding to complaints because waiting for a resolution was apparently not an option.
  
  You filed and paid for your Social Security Card Replacement application on March 3rd. The application was promptly reviewed, completed, and the package was being prepared for printing and shipmentwhich means the service was fully rendered.
  
  As stated in Section 10 of our Terms and Conditions:
  
  "GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if: (a) an application has been completed and submitted for review."
  
  In other words, once the application is completed and submitted, the service is considered fulfilled.
  
  Given the nature of your complaint, it seems that the convenience and benefits of our services were either overlookedor simply not appreciated. Nevertheless, despite the service being fully rendered, you were already issued a full refund on March 4th. A refund confirmation email was also sent, and we can confirm it was successfully delivered.
  
  We trust this explanation clears up any confusion. We consider this matter closed.

  Customer Answer

  Date: 03/14/2025

   
  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.

  Although I will add that their message states that their services were fully rendered to me, which is completely false. They processed the refund the day after I filed the initial complaint. No services were rendered. I don't want them to be rendered. I just want to be clear that they were not, despite the message from the business saying that they were fully rendered. 
  
  Sincerely,
  
  ******* *******