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:03/04/2025

  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 was looking to purchase a passport and was told that gov plus was the best place to secure the passport. I started to purchase the passport for $67.00, but then the online application process another amount of ****** for pictures and tSA access which I thought the passport was supposed to do. This continued and I stopped and cancelled the application and ask for a full refund and was told that I would receive in3-5 days but has yet to receive my refund through my bank(************), who is trying to investigate my claim. There was no account numbers given, or transaction number.( no passport was issued).

  Business Response

  Date: 03/10/2025

  Hello *******, 
  
  Thank you for reaching out via the BBB. We acknowledge your concern and we would like to address them. 
  
  Firstly, the fees you mentioned are for different services: the GOV+ software fee of $67; for the use of our platform and our software in facilitating your passport application. This included online passport photo taking and upload and for submitting copies of required documents on your dashboard. The $119.88  GOV+ premium is NOT for your TSA PreCheck and photos. This is an optional offer that provides document and identity protection, automatic renewal and many more. All inclusions in our subscription were provided before you voluntarily agreed to opt in. Payments are processed with a manual click of Submit or Unlock full access. Since this is an option service, the offer **** is always available. 
  
  Second, TSA PreCheck is a program designed to speed up airport security screening for domestic flights. Once approved, TSA PreCheck is valid for five years. However, it does not replace a passport or allow for international travel.
  A passport, on the other hand, is an official government-issued document required for international travel. It serves as proof of identity and citizenship when entering or leaving a country. Unlike TSA PreCheck, a passport does not speed up security screening at the airports, but it is essential for crossing international borders. The passport is valid for 10 years for adults.
  Your passport application was not completed due to the lack of required documents. Applicants are required to provide documents and are notified via email to complete the process. 
  
  Lastly, please know that we process refunds real time. We provide 3-5 business time frames not for us, but for the banks to process the refunds on their end. If refunds are processed these are returned to the original payment method, as stated in our terms and conditions:
  
  10. Refunds?

  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  Please know that when you cancel your subscription on February 20th, it only cancels the service so you wont be charged once the service is done. On March 8th, your application and subscription were canceled and full  refunds were processed. We cancelled your passport application and issued full refunds of $67 and $119.88. Please know that we process refunds real time, however, allow 3 -5 business days for your refunds to be posted back to your account as bank processing times vary. Refund confirmation emails were sent and we can confirm they have been delivered. Please be reminded that the refunds will be issued to the original payment method you used. We would like to inform you that the funds already left our account. We have included the receipts for your convenience. If you have any other questions or concerns, you may reach out to us directly:
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  

  
  

• Initial Complaint

  Date:03/03/2025

  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.

  We tried to obtain passports. We ended up paying them all kinds of money and being told that we would get information in three days. The time would pass and an email would come that would say that we have not registered our account. I would try to register an account and they would say three more days. It seemed as if it was an ongoing thing for weeks. We ended up doing fraud protection. We did not receive passports. Also we received was email after email after email of lets finish your passports. either their software is complete garbage or theyre stealing from us. So now we have gone through absolutely every possible identity theft scam to change everything of ours. This company is not to be trusted.

  Business Response

  Date: 03/11/2025

  Hello *******, 
  
  Thank you for reaching out via the BBB. We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. However, wed like to clarify a few points to help address your concerns.
  
  When using GOV+ services, its important to note that our process requires proper account activation. Account activation is designed to ensure all information is secure and status updates or notifications will be sent. To properly navigate, users should be logged in to their account and click on My Applications to see the status of their existing application.
  
  We also acknowledge 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, 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.
  
  We would also like to clarify that GOV+ does not handle the final issuance of passports. One of our services is facilitating the application completion through the use of our platform and software. The final issuance of the passports is the responsibility of the Department of State. Please know that delays can sometimes occur due to factors outside of our control, such as missing documents or additional verifications required by government agencies.
  
  Regarding fraud protection and information security, we take our customers data security and privacy seriouslybecause you should never have to question the protection of your personal information. GOV+ is unwavering in its dedication to protecting your personal information. Unlike some companies, we do not trade or sell your data. GovPlus only shares the information it collects with government agencies, trusted partners, and any other entities you specifically authorize to receive it. Our solutions and services are hosted on highly secure AWS server infrastructure, utilizing bank-level, 256-bit TLS encryption. A comprehensive suite of security technologies and protocols ensures that your information remains encrypted and protected at every stage while GOV+ manages and processes your applications. Additionally, we offer Identity and Document Protection as part of our subscription option for added peace of mind. Given these measures, it would be entirely unreasonable to suggest that we would do anything to compromise the integrity and trust weve built with our customers.
  
  We take concerns about fraud very seriously, and we encourage you to review  our website and  our terms and conditions carefully to understand the scope of our services.
  
  We do not want this to be complicated for you.  We would like to highlight that, despite the fees not meeting refund eligibility criteria, we have processed full refunds today, March 11th, as a gesture of goodwill. Please allow 35 business days for the funds to reflect back to your original payment method, as processing times vary by bank. Refund confirmation emails have already been sent.
  
  While we respect your opinion, we only intend to keep and serve those who understand and appreciate the value of our services. We genuinely wish you the best in your application.

• Initial Complaint

  Date:03/03/2025

  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 2-22-25 i went to govplus to get TSA precheck. With "Gov" (in the title) , it seemed like the gov website. I filled out the application for $57 fee that they listed.They charged me $97, then said I needed another $67,50 to finish the transaction in person after my appointment was beyond their arbitrary date for refund.I have no precheck and want all money returned.I also don't want my sensitive personal information filed with a 3rd party company and would like it removed.This company seems to be predatory. 1)Doesn't disclose all fees up front.2) They not have clear path for customer service *************

  Business Response

  Date: 03/11/2025

  Dear ******, 
  
  Thank you for sharing your experience. Wed like to clarify a few important points to address your concerns directly.
  
  First, GOV+ is not a government agency, nor have we ever claimed to be. 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 auto-fill technology, Identity and Document Protection, automatic renewals for time-limited documents, and 24/7 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 accuracy, convenience, and support. The services we offer are not currently being offer by any government website.
  
  Wed also like to clarify the facts regarding your TSA PreCheck application. On February 22nd, you voluntarily submitted a *** PreCheck application and paid $97. Additionally, you opted for our expedited processing service for $57, which you accepted. Please be aware that before any charges are processed, customers are required to:
  
  1. Manually enter their payment information.
  2. Click I Agree to the Terms and Conditions.
  3. Manually click Submit.
  
  Directly below the total amount, there is a clear disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This statement is intentionally visible to ensure customers are informed before proceeding. As for the expedited service offer, this is entirely optional, not mandatory, and includes an option to skip. If a charge was processed, it was because you actively authorized it through these steps.
  
  Following your submission, your application was promptly reviewed, and available appointment schedules were provided. You were notified via email multiple times advising you to log in to your account to select an appointment. Please understand that available slots at enrollment facilities fill up quickly. If the preferred option is not available, our system will provide you with options to the next earliest available. On March 3rd, you ultimately selected a schedule and received an appointment confirmation email.
  
  You have contacted us multiple times via Live Chat, but each time you left the queue before a representative could assist you with your refund request. 
  
  We take customer concerns seriously, but we also value clarity and fairness. The steps you took were deliberate, and we trust this explanation resolves any confusion. 
  
  Despite your request being ineligible under our refund policy, we processed a full refund as a goodwill gesture. A refund confirmation email was sent, and we can confirm it was successfully delivered. For full transparency, we have attached the relevant files for your reference.
  
  Regarding the suggestion that our company is "predatory," we respectfully disagree. That assumption stems from important information being overlookedor perhaps deliberately ignored. Our terms, conditions, and disclaimers are clearly stated and available for free on our website before committing to our services. Participation in our services is entirely voluntary.
  
  We aim to serve and retain customers who understand and appreciate the value of the services we provide. We trust this clears up any misunderstandings. We consider this matter closed. 
  
  

  Customer Answer

  Date: 03/12/2025

   
  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:03/03/2025

  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.

  Date of transaction 2/11/2025.Amount paid $150.00.Govplus was to provide a Birth certificate for me, I was born I ************I have not received my Birth Certificate as promised in email with the in 2 weeks then changed to an additional 4 weeks after paying for it to be expedited. Business continues to NOT comply with their side of the transaction, after numerous emails to them as well as text format messaging. No advertisement involved.

  Business Response

  Date: 03/11/2025

  Hell *****, 
  
  Wed like to clarify a few key points regarding your claim about GOV+ not providing you with a birth certificate.
  
  To start, GOV+ is a legitimate private company and we facilitate in completing the application, and for birth certificates, this will be submitted by us by mail to the applicable state agency. EIN PLUS DBA GOVPLUS is not responsible for the actual issuing by documents from the applicable government agency. 

  Second, GOV+ only processes birth certificate requests for citizens born in the 50 states. While we understand that *********** is an unincorporated U.S. territory, it is not one of the 50 stateswhich is why our system does not support birth certificate requests from ************

  On February 10th, you submitted a request for a copy of your birth certificate. During the application process, you were specifically asked to select the state where you were born. You manually typed in *********** multiple times, but since our system does not support that selection, it was rejected. Instead of addressing this mismatch, you bypassed the system by selecting Massachusetts and entering *********** as the city of birth.
  
  On *************, we sent you an email confirming the state of birth you entered. We did not receive a response. We cannot process an application with unverified or mismatched informationespecially when the city does not correspond with the selected state.
  
  Despite these facts, it seems the responsibility for this situation is still being shifted onto us. GOV+ operates with integrity, and we expect the same from our customers. Please also know that all our communications are logged and recorded and we did not receive any emails from you. You launched multiple chats and left before an agent got assigned to you. The complaint you left via one of the chats was also addressed by us via email twice. We attempted to address this issue with you via phone call twice however the calls would not connect.
  
  We hope this clears up any misunderstandings and prevents further misrepresentation of the situation.
  
  You were issued full refunds for both our one time software fee and the mandatory government fee for Birth Certificate requests for the state of Massachusetts on March 3rd. We have attached relevant files for transparency. We consider this matter closed. 
  

  
  

• Initial Complaint

  Date:03/03/2025

  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 paid for my passport to be renewed on January 31 and this company took my money but has done nothing else. They have zero customer service ************ super frustrated

  Business Response

  Date: 03/10/2025

  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.
  
  Regarding our customer support number, this is available upon request. Please know that your application has been completed and is already waiting for **** pick up. This is the tracking number for your application package: **********************. Once you receive the package, kindly follow the instructions. Should you need further assistance, please reach out to us at ********************************************************. 
  
  

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to renew my passport with what I thought was a reputable company. It is absolutely not. I did not realize they were not only charging me a fee for a service I did not get (passport renewal) but a subscription prior to giving them my info. It was only when I realized they didn't have an area to place my exact height for zero inches that this is not legit. The ai chat kept me holding for 45 mins so I disputed the charge and told the ai I was canceling subscription as did I tell the email when they emailed to apologize. I've never logged on since as there's no need to. They have no service to provide me. Now they charged me another subscription fee. They are such a scam. I cancelled and will dispute this charge as again, I've never received ANY service from this company

  Business Response

  Date: 03/07/2025

  Hello *******, 
  
  We acknowledge you reaching out via BBB. Please know that we process thousands of applications and attend to thousands of inquiries per day on a first-come, first-served basis. We regret that you could not wait your turn. 
  
  You express disappointment in our company, yet it was you who submitted a passport application and voluntarily opted into our optional service. We processed your request as provided. While we understand that mistakes happen, it seems a bit misplaced to hold us accountable for a decision you made. We would also like to clarify that, prior to canceling your passport application, you were already asked to upload a qualified passport photomeaning you had the opportunity to complete the necessary information to move your application forward. 
  
  Your passport application was canceled on February 2nd, and a full refund of $67 was issued. Additionally, we have canceled your monthly subscription, which covers Identity and Document Protection, along with various other services. Even though your refund request contradicts our policy, we have issued refunds for the two months you were chargedthis is not due to any obligation, but rather as a gesture of goodwill. Our goal is to retain customers who recognize and value the services we provide. Customers always have the option to complete government applications directly through the respective government websites at no additional cost.
  
  Your passport application was canceled on February 2nd, and a full refund of $67 was issued. Additionally, we have canceled your monthly subscription, which covers Identity and Document Protection, along with various other services. Even though your refund request contradicts our policy, we have issued refunds for the two months you were chargedthis is not due to any obligation, but rather as a gesture of goodwill. Our goal is to retain customers who recognize and value the services we provide.
  
  Please allow 3-5 business days for $23.98 ($11.99 Feb 2; $11.99 Mar 2) to be posted back to your account as bank processing times vary. Refund confirmation emails were also sent. We consider this matter closed.
  
  

  Customer Answer

  Date: 03/21/2025

   
  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:02/28/2025

  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.

  Via ****** I stumbled on this Gov+ site to renew my passport online. It seemed legit on the surface, so I thought why not, seems like an easy way to renew online. My request has been stuck in this "Estimated wait time, 1 business day" for 5 business days. I started to get nervous, so I started to look into this site more, my mistake not to do that kind of review previously. After seeing a lot of Reddit comments about this site being a scam, then I got really nervous since I provided personal information on the application, so now I am concerned of my identity being solen as well. I tried to use the Gov+ customer support and asked to cancel my passport renewal, but the ** bot said I couldn't receive a refund since "your application has already been completed and submitted for review." I can't even see if my cancel request occurred because on this Gov+ dashboard of theirs it is still stuck with this "Estimated wait time, 1 business day." Is my request canceled or not? I would still like to receive a refund after all this inconvenience and stress. $67 application fee and $130 gov processing fee, a total of $197.

  Business Response

  Date: 03/07/2025

  Dear *******, 
  
  GOV+ is a private company and we are an IRS-certified e-filer.  As an IRS-certified e-filer, we meet strict security, accuracy, and integrity standards set by the ***, ensuring a safe and reliable electronic filing process for our customers. This certification means that the ************************ (***) has authorized and certified GOV+ to electronically file tax returns on behalf of taxpayers. Our *** certification means we meet strict security and integrity standards, ensuring a safe, compliant, and reliable service. 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.
  
  The security of our customers personal information is our top priority. Our solutions and services are hosted on AWS server infrastructure, ensuring reliability, scalability, and industry-leading security.
  
  To safeguard your data, we implement bank-level, 256-bit TLS encryption, the same standard used by financial institutions. Additionally, a robust suite of security technologies and procedures is in place to encrypt your information and provide multiple layers of protection as we manage and process your applications.
  
  We take security seriously and continuously enhance our protocols to maintain the highest level of data protection.
  
  We acknowledge that customers have every right to share their opinions or grievances about a business to platforms. However, it is important to distinguish between personal opinions and factual accuracy. Many complaints or negative opinions arise from overlooked details, missed information, or, in some cases, an expectation that paid services should be provided for free. Instead of addressing concerns through proper channels, some individuals choose to exaggerate or misrepresent their experiences.
  
  At GOV+, we take pride in the integrity of our operations and welcome any fair, evidence-based assessment of our practices. If there are legitimate concerns, we encourage open dialogue rooted in facts rather than assumptions. Our goal is to serve customers who recognize and appreciate the value we provide. The reality is that thousands of satisfied customers continue to rely on our platform for its convenience and efficiencyover a million and counting have already benefited from our services.
  
  Your passport renewal and TSA PreCheck applications were reviewed and completed on February 23rd. For your TSA PreCheck, we scheduled your appointment, which you attended on February 28th, and your Known Traveler Number was issued on March 3rd. As for your passport renewal, your application package is already in transit. You can track its status using the tracking number ********************** via the **** website.
  
  10. Refunds?

  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  Our services have been fully rendered. However, if you choose not to proceed with the next steps for your passport renewal application, we kindly ask that you take photos of the original checkone intact and one torn in halfupon receiving your application package. This is the only way we can verify that the check has not been used. Once verified, we will issue a refund for the government fee, as it was converted into a check that meets government standards.
  
  If you have any additional questions or in need of assistance, please dont hesitate to reach out privately.
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  

  Customer Answer

  Date: 03/10/2025

  Hello,

  I would like to provide an additional response.

  I find it ironic how once I submitted my bbb compliant on 02/28/2025, I got a GOV+ email notification on 02/28/2025 that the passport package was going to be finally delivered after waiting and seeing their GOV+ dashboard stuck in this "wait time-1 business day" status for 5 business days.  

  Once I got the GOV+ email notification (see attachment) it stated, "allow 3 business days to arrive."  However, it took 5 business days (plus two Saturdays, since **** delivers on Saturdays too) which the package was delivered on Saturday March 8.

  I read the GOV+ response.  They refer to a time period regarding refunds, which is fine, however, again I find it ironic how they don't comply to the time frames they communicate to the requestor.  Estimated 1 business day wait time...nope...try more like 5 business days.  Allow 3 business days for mail...nope...try more like 5 business days plus 2 Saturdays.  Don't provide false timelines which then makes the requestor nervous when those timelines don't happen!

  With that being said, I have spent too much time stressing about this situation, so I will accept the $130 refund from GOV+.

  Customer Answer

  Date: 03/10/2025

   
  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.

  As requested via GOV+, I provided a picture both of the check and of the check ripped in half.  Please provide refund of $130.  When will I expect to see this refund?  And will I receive a check or a credit on my credit card?

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

  Customer Answer

  Date: 03/26/2025

  Hello, 

  I am still waiting on the credit that is due back to me. The last response from GOV+ asked that I take a picture of the check both whole and ripped in half, which I did on March 10th. Why is it taking so long for GOV+ to credit my credit card? 

  Regards,
  ******* Crabtree 

  Business Response

  Date: 03/27/2025

  Hello *******, 
  
  As outlined in our response on your previous complaint (BBB# ********), "Our services have been fully rendered. However, if you choose not to proceed with the next steps for your passport renewal application, we kindly ask that you take photos of the original checkone intact and one torn in halfupon receiving your application package. This is the only way we can verify that the check has not been used. Once verified, we will issue a refund for the government fee, as it was converted into a check that meets government standards. - Please send these photos to ********************************* Once we receive them, we will issue the refund for the government fees. 
  
  

  Customer Answer

  Date: 03/31/2025

   
  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 received the expected credit. 

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

• Initial Complaint

  Date:02/27/2025

  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 started 2 applications. One for a passport and one for *** precheck I have had a major injury and will not be able to travel for a long time. These people had me over 1 1/2 hours messenger back and forth. Nobody helped at all. These applications were NEVER completed and they will not refund my money. $67 for passport and $77 for *** Can anyone help me other than an attorney?

  Customer Answer

  Date: 02/28/2025

  Hello. This am I received an email from GOV+.   They say they put through both refunds.   So, at this point we can put a hold on this complaint until I receive the funds or you can just cancel it if you need to.  I can let you know if there are any further issues. 
  thank you!

• Initial Complaint

  Date:02/27/2025

  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.

  GovPlus is a terrible online company. Their response is slow and the service is a waste of money and time. They should be removed from the internet entirely.

  Business Response

  Date: 03/07/2025

  
  Hello ****, 
  
  We acknowledge you reaching out via BBB. Please know that we process thousands of applications and attend to thousands of inquiries per day on a first-come, first-served basis. We regret that you could not wait your turn. 
  
  You express disappointment in our company, yet it was you who mistakenly submitted a duplicate passport application and voluntarily opted into our optional service. We simply processed the request as provided. While we understand that mistakes happen, holding us accountable for a decision you made is a bit misplaced. Additionally, the delay in processing your application was partly due to the passport photos you uploaded, which did not meet the *******************'s criteriasomething entirely beyond our control. Please note that all customers receive detailed instructions on how to take a qualified passport photo to minimize the chances of rejection. Unfortunately, if these guidelines are not followed, delays can occursomething we aim to prevent by providing clear and thorough guidance upfront.
  
  Respectfully, you cannot demand that a legitimate company's website be removed from the internet simply due to your own misunderstandings or personal grievances. Thousands of customers benefit from our services daily, and it would be unfair to disregard their experiences and needs. Perhaps a more balanced perspective would be helpful.
  
  You were issued full refunds for the duplicate passport application you mistakenly filed, cancelled and refunded in full the annual subscription you opted in on January 29th. The application package that was completed is already in transit with the **** tracking number **********************. According to the ****, it should be delivered to your designated mailing address on March 10th. Should you choose to complete your renewal application, please follow the instructions enclosed in the package. 
  
  If you have any additional questions or concerns, please reach out privately.
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23000605
  
  I am rejecting this response because:

  I acknowledge I made mistakes but that is because your website and portal are poor at best, okay terrible in my opinion. I spent up to 30 minutes each time dealing with a AI chatbot which is extremely unhelpful. I tried multiple times to get a customer service support to help and while I did eventually get help in canceling my 2nd request, the response was very slow. I submitted a photo twice and never heard back from Gov+ that the photo was not acceptable. Instead I just never heard back. I had to go back to the chat bot and wait a few days to get a response. Both times the response was your photo is poor and needs to be retaken. Gov+ never contacted me to tell me this, It was always me that needed to check on the application. This company has no follow up. I renewed my passport with the state department directly and it was free and much much easier and I already have it in hand. I do not recommend the Gov+ service while they are not fraudulent, they would not agree to refund my fee even though I requested they do so. I was told it was against their policy when an application is in process even though I had received nothing from them. I did eventually get the box with the application maybe 10 days later. In addition, the name, Gov+  is highly misleading. This is a private service that has nothing to do with the government. 

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

  Business Response

  Date: 03/25/2025

  Regarding your refund request, our policy states that services are considered rendered upon package creation and shipping. This policy is clearly outlined at the time of purchase. If you choose not to use the pre-written check included in your package, you are welcome to return them per our stated policy.
  
  We regret that our service did not meet your expectations. If you have any further questions, we are happy to assist.  We respectfully request that you return the check and well gladly give you a full refund for both our service fee and the government fee. This is the only way of verifying that the check has not been used already. Please mail the original check to. GovPlus ***************************; NUM 3338  ********, DE *****

• Initial Complaint

  Date:02/27/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid these folks $403.88 over the past few months. I have been stupid, believing and not checking on them earlier.I paid them $130 on January 9, $97 on Feb 3, $57 more also on Feb 3 and $119.88 yesterday.All I wanted was to renew my passport, and they got me pretty good. I really need my passport. I don't want to hear of this company again.I have called their 800 number three times. It is answered by a machine which hangs up about a minute into the call, while the caller is on hold.

  Business Response

  Date: 03/07/2025

  Hello ******, 
  
  Thank you for reaching out via the BBB and giving us the opportunity to clarify your billing concerns.

  
  Upon review, we found that you created an account under ******************** on January 9th to file a passport renewal application, for which you paid:

  $67 One-time GovPlus software fee
  $57 Optional GovPlus Expedited Processing fee
  $130 Mandatory government renewal fee
  

  Your application underwent review, during which we contacted you via email regarding issues with your passport photo. Your application was completed on January 23rd and forwarded for processing.
  On February 3rd, you submitted a TSA PreCheck Renewal under a separate account, ********************* We reviewed your eligibility and informed you via email that we could not locate a record of your Known Traveler Number (KTN). You then clarified that you have Global Entry, which is not a service we offer. Under this account, you opted into:

  $97 GovPlus software fee for TSA PreCheck Renewal
  $57 (discounted) Optional bundled passport application fee
  $****** GovPlus Premium annual subscription (optional)

  
  Please know that the initial payment process requires applicants to manually enter payment information, agree to the terms and conditions by ticking a box, and then click the submit button. These steps require a conscious and informed decision by the applicant. Additionally, any optional services presented during the process can be skipped.
  

  Below is a summary of the charges with your applications:
  

  Charges: under ********************

  GovPlus Software fee: $67 - Passport Renewal
  GovPlus Expedited Processing fee: $57 - Optional
  Mandatory Government fee (Routine Processing) - $130
  

  Charges: under ********************

  GovPlus Software fee: $97 - TSA PreCheck Renewal
  GovPlus Software fee: $57 (Discounted) - New Passport - Optional
  GOVPlus Premium - ****** - Optional
  

  We have confirmation that your passport renewal application was received by the processing center in ***** on February 10th. As you opted for routine processing (4-6 weeks), we are pleased to inform you that your passport renewal has been approved. Your supporting documents were mailed on March 4th, and delivery typically takes up to 2 weeks. Please be aware that your new passport and supporting documents will arrive in two separate mailings.
  

  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  

  Given the circumstances, we believe this refund fairly reflects the situation while honoring the service commitment made. Despite these policies, and in an effort to accommodate your concerns, we have canceled the passport application and annual subscription under ******************** and have processed full refunds totaling $176.88, even though these transactions were outside the 7-day refund eligibility period.
  Please allow 3-5 business days for the refunded amount to reflect in your account, as bank processing times vary. Refund confirmation emails have been sent as well. 
  If you have any further questions or concerns, please feel free to reach out to us privately. Were available 24/7 through the following channels:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  
  Thank you for the opportunity to clarify these points.
  
  
  
  

  
  

  Customer Answer

  Date: 03/20/2025

   
  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,
  
  ****** *******