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:02/26/2025

  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 received an email saying my documents would arrive in a box on Feb 4, 2025. They did not. I called several times got disconnected every time while I was on hold. I have emailed them and have not received any response. At this point I just want my money back.

  Business Response

  Date: 03/05/2025

  Hello ****, 
  
  We would like to clarify that, according to **** tracking records, your application package was delivered on February 3rd. Once a package has been shipped, it is no longer within our control. While we can track it like any standard shipment, we do not have visibility into its handling after it has been marked as delivered. If there was an issue with the delivery, we advise our customers  to contact their local **** facility, as they are responsible for finalizing deliveries. While we can file a lost package report on your behalf, any updates will be sent directly to you as the recipient.
  
  Regarding the dropped calls, we have thoroughly investigated this matter with our service provider and found no issues on our end. According to call logs, the calls were disconnected from the callers side. Please note that if you are in the support queue, we strongly advise remaining on the line to hold your place. Hanging up and calling back moves you to the end of the queue, delaying assistance. We accommodate thousands of customers daily, and all inquiries are handled in the order they are received. Additionally, you did not send us an email to inform us of not receiving the package, but you launched our chat support assistance multiple times and were also unresponsive. You sent us an email on February 22nd to inform us that you already emailed us, and ****** responded asking for clarification.
  
  We regret that you did not receive your package, but please understand that our service was fully rendered. According to our refund policy, your request falls outside the 7-day eligibility period, as your application was reviewed, completed, and the package was delivered. However, in the interest of customer satisfaction, we have canceled your application and issued full refunds for both the GOV+ software fee and the mandatory government fees. Please allow 3-5 business days for the refund to be processed, as bank processing times vary. Refund confirmation emails have been sent, and we can confirm their successful delivery. We consider this matter closed. If you have any questions please do not hesitate to reach out to us again directly through the following support channels: 
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  
  

  Customer Answer

  Date: 03/07/2025

   
  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:02/26/2025

  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.

  Gov Plus is a scam. It has all of my husbands passport and personal information and will not let me cancel or close out my account. I cannot get ahold of anyone except AI. I need all my info deleted and a refund immediately and all of my account info deleted from their records.

  Business Response

  Date: 02/27/2025

  Hello ****** ****, 
  
  We will acknowledge and process the requests one you provide us with the applicant's full name and the email address used in setting up an account and filing application. You may send these information to our 24/7 Email support:  ********************************* We can not process a refund or delete information without accurate information. Than you for understanding. 
  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22995072
  
  I am rejecting this response because:
  A full refund has not been provided. 
  

  for the account **************** I was still charged: $77, $67, and then $55 for a service that was never provided. 

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

  Business Response

  Date: 03/17/2025

  Good Day ****** ****,  
  
  We cannot process a refund without accurate information linked to an account or application. The email address you provided did not match any records in our system. Had the correct email address been provided, we would have promptly canceled, refunded, and deleted everything as requested. We only intend to retain customers who understand and value our services. All charges for ******** *******, email address *************************, have been refunded. All the information has been deleted. We have attached refund receipts for your reference. 

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 23 2025. I tried to obtain a passport from this company online .I was charged 3 different charges, 57 67 and 77 dollars. They tried to charge a 4th 165 dollar charge,my bank blocked this charge and closed my cc. GOVplus only has bots to communicate with and when I ask for a human it tells me 30 minutes wait and no one gets back to me. I've been on hold now for over an hour ,and still no one has answered me back. At this point all I want is my money back and I will find a passport from another means.

  Business Response

  Date: 03/06/2025

  Hello ******, 
  
  Thank you for reaching out via the BBB. At GOV+, we are committed to serving individuals who understand and find value in our services. Based on your concerns, we acknowledge that there was a misunderstanding regarding the services we offer and the fees associated to each application.  Our payment page clearly states, "GOVERNMENT FEES ARE NOT INCLUDED." The payment process requires applicants to manually enter their payment details, check a box agreeing to the terms and conditions, and then actively submit their order. These steps require an informed and intentional decision. 
  
  Here is a breakdown of the charges associated with your application:
  
  GovPlus One time Software fee: $67
  GovPlus Expedited Processing fee: $57
  TSA PreCheck Prepaid Application (Discounted): $77
  
  The one-time $67 fee covers the use of our platform, software, and materials necessary for filing your passport application. The optional $57 fee is for GOV+ Expedited Processing, which prioritizes your application for faster review and completion. The $77 chargediscounted from the original $97is bundled with the passport application for TSA PreCheck.
  
  The $165 charge you referenced was for the mandatory government fee required by the ************************, not GovPlus. If your bank blocked this transaction, it was likely due to their fraud prevention measures, as online transactions of this amount may not be typical activity on your account.
  
  We 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. Similarly, you repeatedly called our support line but disconnected after a short wait.
  
  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 assist thousands of customers daily across multiple applications, and those who remain in the queue are attended to in the order they reached out.
  
  Our priority is to review and address each application with the care and attention it deserves. Our back-office and customer support teams are committed to thorough and accurate application handling. However, during periods of high demand, such as recently, this may lead to longer review and response times.
  
  We acknowledge your concerns and have canceled your applications as of today, March 6th. A full refund totaling $201 would have been issued to your original payment method. Please note that banks do not close accounts or cancel cards unless the account holder reports them as lost, stolen, or compromised. 
  
  As outlined in our Terms and Conditions, Section 10:
  
  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.
  
  As a one time courtesy, we are offering to issue electronic or physical checks. Please reach out to us as for your preference so we can consider this matter resolved. We look forward to assisting you. 
  
  ********************************************************
  ******************************************************
  
  

  Customer Answer

  Date: 03/21/2025

  What I want to know is did I receive a refund or not. In laymen's terms. I did not instruct my banks to close my account. The Bank did this because the way the charges were received. I receivd a call from someone at GOV+/ I was told they could not refund the charges on a closed account and wanted a different card number to a refund. I wasn't about to give out more info to some company that my Bank closed due to what they thought was fraud. Therefore if GOV+ can distribute a check directly to me, in the amount of *********************************************** Please advise. Thank you. ****** *********

  Business Response

  Date: 03/26/2025

  Dear ******, 

  This was what was included in our response:  
  
  We acknowledge your concerns and have canceled your applications as of today, March 6th. A full refund totaling $201 would have been issued to your original payment method. Please note that banks do not close accounts or cancel cards unless the account holder reports them as lost, stolen, or compromised. 
  
  As outlined in our Terms and Conditions, Section 10:
  
  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.
  
  As a one time courtesy, we are offering to issue electronic or physical checks. Please reach out to us as for your preference so we can consider this matter resolved. We look forward to assisting you. 
  
  ********************************************************
  ******************************************************
  
  An email was sent to you on March 3rd requesting your preference, yet we did not receive a responsedespite the email being viewed. Were asking again: would you prefer a physical check or an electronic check? Please let us know so we can proceed accordingly.

  Business Response

  Date: 03/26/2025

  Good day, 
  
  An electronic check was sent to the customer on March 3rd. This customer was already refunded

  Business Response

  Date: 03/26/2025

  This was the emailed instructions on how they can deposit the funds of their electronic check

• Initial Complaint

  Date:02/26/2025

  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 began a passport renewal application with this company 9 days ago. I never completed the application but was charged ****** on my **** card. The moment I saw the charge I began calling the company to ask for a refund but was always disconnected. Tried emailing them but was told I could not receive a refund. I do have Parkinsons Disease and my doctor advised me not to fly to any destinations. I believe part of the charge was a ****** membership fee for *************************. How could they be so careless in helping me get my refund? I cannot afford to lose this money.

  Business Response

  Date: 03/04/2025

  Hello *******, 
  
  We acknowledge you reaching out via the BBB. Please know that the payment process requires applicants to manually enter their payment details, check a box agreeing to the terms and conditions, and then actively submit their order. These steps require an informed and intentional decision. We regret that you missed a lot of information. 
  
  Additionally, we do not have records of any disconnected calls from you. You reached out to our Live Chat assistance multiple times though and abandoned the queue before a representative could get to you. 
  
  Your Express Passport application has been canceled and you were issued a full refund of $497 today, March 4th and an email confirmation has been sent as well. Please allow 3-5 business days for the refund to be posted as bank processing times vary. We consider this matter closed. 
   
  
  

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

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  This a scam. They charged me $97 to establish my pre *** approval.Meanwhile I setup an appointment with staples and they also charged me: $76.75, and advised me to reach out to you and file a claim Need assistance to get my money refunded

  Business Response

  Date: 03/06/2025

  Hello ***** ****, 
  
  Thank you for reaching out to us via the BBB platform. While we respect your right to share your feedback, we kindly ask that terms such as scam be used responsibly and based on facts rather than misconceptions. Transparency is a core principle of our business.
  
  First and foremost, our homepage and payment page clearly state, "GOVERNMENT FEES ARE NOT INCLUDED." The payment process requires applicants to manually enter their payment details, check a box agreeing to the terms and conditions, and then actively submit their order. These steps require an informed and intentional decision.
  
  You reached out on February 17th to inform us that you wanted changes to the appointment selection you were offered : the appointment location, since you were in a different state at that time, as well as a different schedule. We accommodated your request and sent a confirmation email outlining the customized appointment details, the location to be in *******, instructions, and government fee requirements.
  
  You attended the appointment we scheduled for you, and stating that you set it up on your own is inaccurate. You have directly benefited from our service. Yet, we now find ourselves addressing a complaint rooted in misunderstandings about what our services entail. Customers always have the option to complete applications directly through the appropriate government websites at no additional cost.
  
  Refund Policy: Terms and Conditions
  
  10: Refunds
  GovPlus provides a seven (7) day period for customers to evaluate our services. If no services were rendered, a refund may be issued within this window. However, no refunds will be granted after this period or if services have been provided. As outlined in our policy, services are considered rendered if: (a) an application has been completed and submitted for review
  
  Your application was completed when you contacted us; it had already undergone review and the service had been fulfilled. Reviewing your eligibility and providing appointment details constitute services rendered, making your claim for a refund ineligible per our clearly stated terms.
  
  However, our priority is and will always be customer satisfaction. You have been issued a full refund of $97 today, March 6th. We only intend to serve and keep customers who understand and value our services. Please allow 3-5 business days for the refund to be posted as bank processing times vary. A refund email confirmation has been sent and we can confirm its delivery. We consider this matter closed.
  
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22988610
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/07/2025

  Hello ***** ****, 
  
  We were prepared to address any valid concerns regarding your rejection, but it seems there may have been some confusion in closing out this complaint. Since all appropriate actions have been completed on our end, we consider this matter fully resolved.

• Initial Complaint

  Date:02/25/2025

  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 paid gov+ Fees for processing my passport application,expedited fees and TSA precheck. When my photo was not excepted after 3 attempts online they mailed me my packet so I could attach a photo and mail back. The application that was mailed back was incorrect. No mailing label or address to mail it back. The post office would not validate it since gov+ filled it out with wrong information I want a refund of all that I spent on this. It has been a horrible process for me

  Business Response

  Date: 03/06/2025

  Hello *****,
  
  We see that our representatives, ***** and ***, processed  your requests on February 26th and provided  full refunds for the fees you were charged despite completed service and ensured that your passport application has been canceled and refund confirmation emails were sent. So sorry for any delays in response. We assist thousands of customers daily across multiple applications and support channels. We hope you have received your refund in full!
  Feel free to reach out to us if we can assist you with anything else. Thank you.
  

  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  

  
  

  Customer Answer

  Date: 03/19/2025

   
  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, 
  
  ***** ****

  
  

  ---------- Forwarded message ---------

  
  Subject: Re: You have a New Message from BBB Serving Southeast Florida & the Caribbean Complaint #********
  To: Better Business Bureau <************************************************************************************************************>
  

  
  
  

  Thank you!! They have refunded all my money.  Thank you again!

• Initial Complaint

  Date:02/25/2025

  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.

  Business never provided the resolution of double billing and cancellation request. They send automated emails and chat messages providing no guidance. Then by the time I figured it out they said I was out of their 7-day window period for a cancellation. I was never provided a service therefore I need my money back. Again they also charged me twice for this service.

  Business Response

  Date: 03/04/2025

  Hello Hyonok, 
  
  We acknowledge your concerns submitted via the BBB and would like to provide clarification.
  
  You filed your TSA PreCheck application on February 10th, and it successfully underwent review. Multiple notifications were sent to you regarding the next steps, including selecting an appointment, which is a mandatory requirement to complete the process.
  
  On February 25th, you logged into your account and saw that no appointment slots were available. This is likely due to high applicant volume, meaning the available slots from your initial notification had already been booked. You were provided options to either click a button for new appointment selection or contact us for assistance. Additionally, we provided you with the nearest enrollment facility based on your mailing ZIP code:
  
  IdentoGo *********************************************************************************************************
  
  The reason you were charged twice is that instead of continuing with your existing application, you submitted a new application.
  
  You contacted us via live chat and phone on February 25th, requesting a refund. However, there were no prior records of you reaching out before the 7-day refund eligibility period had expired. Its important to note that your dashboard and email notifications contained clear instructions on how to complete your application. If you had needed assistance, you had multiple opportunities to reach out earlier.
  
  Dissatisfaction with the service does not override our clearly stated refund policy, which is in place for fairness and transparency. However, despite the expired refund eligibility, our representative, ****, processed two refundsone full refund for the duplicate application and a partial refund for the original. Given the nature of your complaint, it is clear that you do not see the value in our services. To resolve this matter, we have now processed a refund for the remaining amount.
  
  As with the previously issued refunds, please allow ******************************************** your account, as processing times vary by bank. Refund confirmation emails have been sent as well and we can confirm their delivery. We consider this matter closed. 
  
  

• Initial Complaint

  Date:02/25/2025

  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 filled out the application for a passport renewal paid $65 plus $130 for a passport renewal on February 11 and have not received anything I was supposed to receive my package to renew my passport I contacted them and was told that I couldn't get my money back because it was after the 7 day that they give you back your money

  Business Response

  Date: 03/06/2025

  Dear ******, 
  
  We acknowledge your complaint through the BBB and sincerely regret that your experience did not meet your expectations. Please know that we took every measure to ensure your application met the necessary standards to avoid rejection.
  
  Your application was reviewed on February 11th, one day after you submitted it and paid the government fee. When you reached out and asked about the fees you paid, our chat representative, **** explained them and reviewed your application, informing you that the photo you uploaded did not meet the passport photo requirements set by the *******************. In good faith, we could not proceed with processing your application knowing it would likely be rejected. To assist you, we promptly requested that you reupload your photo and provided clear instructions on how to submit an acceptable passport photo. 
  
  Your application was completed on February 26th and is already in transit to you:  tracking number **********************. The **** tracking status states that it should be delivered to your designated mailing address on March 10th. Please review the forms and follow the instructions included. If you have any questions or in need of assistance, please do not hesitate to reach out to us again directly through the following support channels: 
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  
  We look forward to assisting you.
  
  

  Customer Answer

  Date: 03/07/2025

   
  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:02/25/2025

  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 sent in all my information to the Govpluss website January 29th hoping to receive a new passport within the 12-week period that I paid for with my application. Since sending in my application, I have gotten no closer to obtaining my new passport. I have only been resubmitting and waiting on the approval process for an entire month. Even by having a (Gov+ subscription), the process was going nowhere. The movement pace has delayed the easy process I thought I was recieving with the Gov+ website. Now I must seek a quicker way to obtain my passport before my (very quickly approaching) vacation that is nonrefundable. After trying to seek a refund from Gov+, I was saddened to see I would not be recieving any money back after a short 7-day refund period. This is disheartening because I have only lost time and money with nothing to show for it.

  Customer Answer

  Date: 03/04/2025

  

  I have been contacted and refunded by GovPlus because of my complaint filed with the BBB. It was complaint #********. I would like to close out my filed complaint and report that I am satisfied.

  Sent from ***** **** (****************************************************************************)

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction:2/18/25. Charged $67.00.I did not use the service and requested a refund and they refused.When I contacted customer service they responded with AI and finally said a real person would respond within an hour. No one responded so I went to bed. They pretend to be affiliated with the government and they are deceptive.They stated I had 7 days to request refund. I requested the refund 2/24/25 within the 7 days.

  Business Response

  Date: 03/03/2025

  Hello *******, 
  
  We acknowledge you reaching out to us via BBB. It is crucial that public statements are accurate and based on factual information rather than misinterpretations or incomplete narratives. We would like to address your claim:
  
  "They pretend to be affiliated with the government and they are deceptive"
  
  Our homepage explicitly states, "NOT THE GOVERNMENT, JUST A FRIENDLY PRIVATE COMPANY," making it clear that we are an independent service provider. If this clear disclaimer was overlooked, it raises the question of why responsibility is being placed on us for individuals overlooking this disclaimer when this information was prominently displayed from the start.
  
  Additionally, our use of a .com domain further distinguishes us as a private entity, whereas official government websites use .gov domains. This distinction is standard across all industries, and we make every effort to ensure transparency regarding our role as a private service provider. We do not "pretend" to be the government or claim any affiliation with government entities. In fact, every page on our website clearly states the following disclaimer:
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any Government or ************* GovPlus is authorized by the ************************, through its subsidiary *********************, to process expedited passport applications; by the ************************ (***) as an authorized e-file provider; and by the ************************************ (******) as a Beneficial Ownership Information (***) provider. We do not charge for any forms; however, we charge for the use of our software to assist you in completing forms. GovPlus is not a federal or state agency, financial institution, accounting firm, or law firm, and we do not provide legal or financial advice."
  
  This information is free and readily available for all users to review. Holding us accountable for a misunderstanding that stems from information being overlooked does not align with the transparency we have made every effort to provide.
  
  We encourage a thorough review of our website and official materials for a complete understanding of our services. Assessing our legitimacy based on assumptions rather than verifiable facts does not present an accurate picture. 
  
  We also did not refuse to issue you your refund. Please know that we assist thousands of customers daily across various applications, and those in the queue are patiently waiting for their turn. Given the high volume of applications and inquiries we process and attend to, there may be a delay in response. We regret that you could not wait for your turn. 
  
  At GOV+, our goal is and will always be customer satisfaction. On February 24th, you were issued a full refund of $67 for the one time service fee for your passport application. We strive to serve individuals who understand and find value in our services. Please allow 3-5 business days for the refund to be posted back to your account as bank processing times vary. A refund confirmation email was sent as well. We can confirm it was delivered and acknowledged. 
  
  We appreciate the opportunity to address your concerns.