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:02/24/2025

  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 attempted to renew my passport through Gov+ on Feb 24 2025. There were 2 separate charges to my account one for $67 which was presented as the cost for the renewal Then a second charge for $130 labeled government fees which was never presented earlier in the process. The total of charges was $197. I requested a refund in full for both charges. I attempted to reach out via chat and asked for a phone number and my chat link was terminated after waiting for a ***ly from a ***resentative. Later i received an email from a *** with a telephone number where i had no luck reaching anyone. I then went back to the chat and requested to cancel and receive a full refund. Gov+ then sent me an email stating that the refund process will take 3-5 days depending on bank. I also received 2 separate emails with refund receipts that say amount paid and listed as paid on February 24 2025 but the refund has not been credited back to my account.

  Business Response

  Date: 02/27/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. We regret any inconvenience caused by the wait time. At GOV+, we assist and respond to inquiries, as well as 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. To ensure fairness, we prioritize expedited and premium services for existing applications, as these options include fees specifically for faster processing and assistance.
  
  Regarding your refund concerns, please know that we process refund real time. The time frame we provided, 3-5 BUSINESS DAYS, as mentioned already via email, was for your bank to process the refund on their end. The funds left our account and these are the details: 

  Gateway Transaction Id :**************** - $130.00 USD Approved
  ARN: 74906415055222744797832
  

  Gateway Transaction Id **************** - $67.00 USD Approved
  ARN: 74906415055222744698410
  
  We have also attached documents for your review. We suggest contacting your bank regarding their refund process and when these will be posted. 
  
  Thank you for your attention to this matter. 

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* 18th purchase date $167 for government fees $67 for service fees *********** advertises a convenient and speedy method of filling out passport documents and reviewing your documents. I have screenshots of messages to show they are not being honest with consumers. I requested a refund and I'm being told services and the package were already rendered, completed and in transit to me. This is a lie. I made the purchase February 18th. They created the tracking information the same day. My documents have been sitting in "pending" for a week. The tracking information proves this package has not been shipped. My messages with this company show exactly this. They are **** and not being honest with consumers upfront or in their live chat. I have screenshots to show everything. Their Dashboard shows a 1 business days waiting period. When I speak to the live agents, they tell me because they have so many people applying it takes longer than expected. This is something they could be honest upfront to consumers before they purchase. With waiting an entire week and nothing has been shipped it does not make it a more convenient or faster method than going in person and that is the entire business model and advertisement of this company.

  Customer Answer

  Date: 02/23/2025

  They are now changing their original wording. This company is paying for and creating a shipping label the day of purchase to protect themselves from refund requests. Their policy says within 7 days as long as no services or products rendered. By creating the label they argued services were already rendered therefore voiding my request for refund. They told me 8-10 business days as of February 19th. If all goes through then there is no need for a refund.

  this business is unfair business practice and is fraudulent by definition. Everything is clear in the messages. They have poor service and do not uphold their advertising standards. This company will have a class action law suit eventually. 

  them changing their wording is all the proof you need. In the messages and in the phone call. Went from shipped to pre shipment to "misunderstanding". Lies and covering their own *****. This should be information given to the consumer before making the purchase. The refund policy should not include a preshipment label that doesn't even show the customers information to prove who it belongs to.

   

  Frauds.

  Business Response

  Date: 03/03/2025

  Hello Devin, 
  
  We appreciate the opportunity to address your concerns via the BBB.
  
  To summarize your fees, the purchase you made on February 16th was for the one time GOV+ software fee of $67 for the use of our platform to complete your passport application and the charge on February 18th was for the mandatory government fees of $165. 
  
  Your application was initially received on February 16th, but processing could only begin once the government fees were paid on February 18th. At that point, your application was considered fully submitted and ready for processing on our end.
  
  Please know that your application did not "sit for a week", oftentimes the package is picked up by **** but not scanned by them right away, causing the updates to be delayed, however your package was already in transit. Your passport application was fully completed by us on February 19th and was delivered to you on February 27th.
  
  Regarding our processing times:
  
  We inform customers of  a ***** processing time, which refers to review and submitting your application for printing.
  Printing and shipping take an additional 8-10 business days, as clearly we clearly stated during our interaction via chat.
  
  This processing timeline was communicated to you, but we understand there may have been some misunderstanding, and we appreciate the opportunity to clarify.
  
  We regret that our service did not meet your expectations. Since your passport application was delivered in full and on time, we have fulfilled our service commitment. However, as a gesture of goodwill, we are offering to refund the $67 software fee, meaning our platform and services were provided to you at no cost.  We do see that your desired outcome to issuing the BBB complaint is a refund. The government fees were issued as prepaid checks. If you choose not to use them, you may mail the original checks back to us, and upon receipt, we will process a refund to your credit card. If you would like to proceed with this option, please contact us directly at ******************************** for further instructions.
  
  We stand by the integrity of our services, disclaimers, and communications and request a fair and factual assessment of your experience. If you have any additional questions, we are happy to assist.
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************
  
  Thank you for the opportunity to address your concerns. Please contact us directly at your convenience.
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22978979
  
  I am rejecting this response because:
  

  This company is falsely advertising their services and the reality of this product. 

  It is not hassle free and does not spare you a trip or appointment to the USPS.

  i am required to make an appointment and bring documents with me. I wasted two weeks going through Gov+ just to have them copy and paste the information I gave them so I could in turn do the exact same thing with **** passport services.

  I requested to refund the money and void the checks to give me a full refund.

  The refund policy is within 7 days of the purchase and sercives rendered. From the date of purchase they created a shipping label and claim services had already been rendered. This voids the refund policy automatically.

  This company filters their social media comment section on ********. They have an overwhelming negative review and impact on their customers.

  this company should be sued for false advertising and acting unethical with their predatory behavior voiding the refund policy. 

  I do not accept this response until the checks are voided and a complete refund is given.

  This company should not be in business. 

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

  Business Response

  Date: 03/05/2025

  Hello Devin, 
  
  Thank you for reaching out again via the BBB. We respectfully refute your claims. First,  that we "falsely advertise our service and the reality of our product." All relevant information is clearly provided on our website at no cost, including details about our company, our role as a private service provider, and our management of multiple government filings. 
  
  To clarify, our service is designed to assist with the passport application process, not to eliminate the in-person requirement mandated by the government. As clearly communicated in the materials provided to you, all first-time passport applicants must go in person to a passport acceptance facility, such as ****, in accordance with federal regulations. We do not advertise otherwise, and any misunderstanding of this requirement could have been clarified with our team prior to your purchase.
  
  Our service is designed to streamline the passport application process by providing a customized GovPlus package containing all necessary forms, document copies,  pre-written checks, and passport photo, making the preparation process more convenient. However, as mandated by the government, all first-time, lost, damaged or stolen passport applicants must appear in person. This is a federal requirement and is not something we can change.
  
  That said, you have every right to express your opinionwe simply ask that statements be fair and factual, rather than based on misinterpretations of readily available information.
  
  Regarding social media comments, we reserve the right to moderate discussions unrelated to our business, topics that could be polarizing,  including political debates or off-topic content, to maintain a neutral space dedicated to providing service and support to our customers. Negative reviews and complaints are unfortunate but not uncommon in any business, and we are always looking to improve. However, basing your opinion solely on feedback from social media may not present the full picture. Lets take your complaint as an examplejust because there was a misunderstanding doesnt mean those assumptions reflect the facts. We encourage you to explore reviews on third-party platforms, where a broader range of customer experiences is shared.
  
  While individuals can apply for a passport independently, and it's good to know that you have the option to do so on your own, it's important to recognize that not everyone has the time, flexibility, or ability to navigate government websites, manage multiple forms, and gather all required documents efficiently. Our service exists as an alternative, not a requirement, for those who prefer a more streamlined process.
  
  Regarding the service being rendered, its not about generating the prepaid label in advance. Customers are eligible for a full refund as long as the application has not reached the review process and the application is filed within 7 days. Whether a label is generated or not, if the application is incomplete, the system will have nothing to review. Therefore, suggesting that we consider the generation of a label as a rendered service is inaccurate.
  
  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.
  
  We acknowledge that our services may not have met your expectations, though its worth noting that over a million other customers have found them valuable. To proceed with your refund request, we kindly ask that you return the original checks. This is the only way we can verify that they have not been used. Please mail the undamaged checks to the following address:
  
  GovPlus
  ***********************************
  **************************
  
  Once we receive the checks, we will promptly process your refund. Thank you for your cooperation.
  
  

• Initial Complaint

  Date:02/23/2025

  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 have a stalled application for a new passport with all requirements and full pay completed. Its been 7 weeks, 10 phone calls with no answer and holding times of 1 1/2 hrs!Chats were unanswered or had an unrelated ********* customer service available at all. Need full refund.Thank you!

  Business Response

  Date: 02/27/2025

  Dear ********, 
  
  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.
  
  To ensure fairness, we prioritize expedited and premium services, as these options include fees specifically for faster processing. Our back-office and customer support teams work diligently to review and process all applications thoroughly, but during peak periods, customers who opt for standard processing may experience longer wait times.
  
  We sincerely regret that your experience did not meet your expectations. Your application has been reviewed multiple times but there were issues with your photo and the file type/formats of your uploaded documents. We have requested for you to reupload qualified passport photo and use the **** format for all uploaded files.
  
  Our priority is and has always been customer satisfaction. As requested, your application has been canceled, and we have processed full refunds for both the GOV+ Software Fee ($67) and the mandatory government fee ($165) today, February 27th. Please allow 3-5 business days for the funds to reflect in your account, as bank processing times may vary. Refund confirmation emails have been sent as well. 
  
  Thank you for giving us the opportunity to address your concerns. Again, we apologize for the inconvenience.
  
  

  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:02/22/2025

  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 applied for a new passport and GovPlus is stuck on ... Estimated wait time: 3 business days ... It is over 18 days now and nothing has happen. They keep trying to up sell the application and now I just want a refund of the $67 and $130 on my credit card.

  Business Response

  Date: 02/27/2025

  Dear *****, 
  
  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.
  
  To ensure fairness, we prioritize expedited and premium services, as these options include fees specifically for faster processing. Our back-office and customer support teams work diligently to review and process all applications thoroughly, but during peak periods, customers who opt for standard processing may experience longer wait times.
  
  We sincerely regret that your experience did not meet your expectations. As requested, your application has been canceled, and we have processed full refunds for both the GOV+ Software Fee ($67) and the mandatory government fee ($130) today, February 27th. Please allow 3-5 business days for the funds to reflect in your account, as bank processing times may vary. Refund confirmation emails have been sent as well. 
  
  Despite cancelling your application and issuing a full refund, we will send you a prefilled form, the DS82 form, via email as a gesture of goodwill. We sincerely apologize for the delay. Please print them out with colored ink.  
  
  Thank you for giving us the opportunity to address your concerns. 
  
  

• Initial Complaint

  Date:02/21/2025

  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.

  Failure to process passport

  Business Response

  Date: 02/27/2025

  Hello ********, 
  
  We appreciate you reaching out via the BBB and would like to clarify the nature of our services. GovPlus is a private company that assists with the preparation and filing of government document applicationswe are not a government agency and do not issue government documents.
  
  Our service provides a simplified online platform to help users accurately complete and file specific applications. While we are authorized by the *** and the *******************, the final issuance of documents is handled by the respective government agencies, not by us. GovPlus does not charge for the actual government applications or forms; rather, our fee covers the use of our platform and software, which streamlines the completion process.
  
  As outlined in our Terms and Conditions, Section 11:
  
  11. Application Submission
  
  .."EIN PLUS is not responsible for the actual issuing of documents from the applicable government agency."
  
  The passport application package was delivered to your designated mailing address on February 15th. For your refund, please know that there is an eligibility for such requests. As outlined in our Terms and Conditions, which all customers have to agree to before proceeding with the payment: 
  
  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..
  
  Your application package contains your application requirements, including the 2 checks we issued: $35 and $130. This therefore is considered fully rendered service.
  
  Our priority is and has always been customer satisfaction. As of February 27th, we have processed a full refund of $67 for the GOV+ software fee despite our services being fully rendered. Please allow 3-5 business days for the refund to post as bank processing times vary and check your email for confirmation details. We can confirm it was sent and delivered. As for the government fees, since we issued a $35 postmasters check and a $130 check for the passport fee, we kindly ask that you reach out to us and provide photos of the checks: one photo where both checks are whole and recognizable and one photo where both checks are torn in half for verification and documentation. You may send them at ******************************** with the subject: Refund Request - Checks. 
  
  Should you prefer to continue with your passport application, please book an appointment at the nearest **** passport acceptance office as the $35 check was issued to a postal facility. 
  
  Thank you for allowing us the opportunity to clarify these points. 
  
  

  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:02/21/2025

  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 filled for a passport renewal through this company govplus February 2024 & ive recieved 4 or 5 ********************* letters frim the government because of this companies misuse of my international life & or neglect/careless non competent behaviors.

  Business Response

  Date: 03/03/2025

  Dear *******, 
  
  We appreciate you reaching out via the BBB and would like to take this opportunity to clarify your concerns.
  
  You submitted a Passport Renewal application on February 14, 2024. During the application process, you were specifically asked whether you still had your old passport in your possession, to which you responded "yes."
  
  Per the ******************** requirements, all passport renewal applicants must submit their old passport (issued within the last 15 years) along with:
  
  - A completed renewal form
  - A $130 check for standard/routine processing
  - A qualified passport photo
  
  Your application was received by the passport processing facility. However, upon review, it was determined that your old passport was not included, which resulted in your application being rejected.
  
  As stated in your rejection letter, you must now submit an application for a LOST passport, which requires the following:
  
  - Completed DS-11 and DS-64 forms
  - Original photo identification document
  - Original citizenship document
  - Clear photocopies of both identification and citizenship documents (front and back)
  - A qualified passport photo
  - $35 Execution/Acceptance Fee (payable via cash, check, money order, or debit/credit card, depending on the facility)
  - An in-person appointment
  
  Since you originally applied for a passport renewal and already paid the $130 government fee, you are not required to pay this amount again. However, in order to proceed, you must complete the necessary forms, gather the required documents, attend an in-person appointment, and submit your updated application along with the rejection letter you received.
  
  A follow-up letter was sent to you on January 13, 2025, notifying you that your application was placed on hold due to missing required documents. Unfortunately, no action was taken in response to this letter. Instead, on January 22, 2025, you opted to submit a new passport application through our service.
  
  We would like to clarify that at no point was your application mishandled or neglected. Our role is to process and review completed applications; however, for passport renewal applications, our system relies on the information provided by the applicant. Specifically, the system asks about the availability and eligibility of the passport being renewed, but there is no way for us to verify whether the document is undamaged and in the applicants possession. This verification question is asked twiceonce when selecting the type of passport application and again before submitting the government fee payment.
  
  Additionally, we acknowledge that you were sent two application packages. The first package included a mailing label that was close to expiring, so we issued a new batch for your convenience.
  
  Upon further review with our bank, we have confirmed that the passport facility has cashed two separate $130 checks (#***** and #*****) for your renewal, and the funds have been deducted from our account. We have attached copies of these transactions as requested from our bank. The rejection letters sent to you in August and September 2024 were unanswered. These are the application locator numbers for those 2 applications: *********/ 622999986. 
  
  We received your email regarding your request for assistance and responded with instructions. Please respond so we can guide you in completing your application. 
  
  Thank you for the opportunity to address your concerns. Please contact us directly at your convenience.
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  
  We look forward to assisting you.
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22972810
  
  I am rejecting this response because, I did include my passport & the government sent everything back. I'm in the process of moving also & so clear communication was lost. I responded to the inquiry for a telephone call last Wednesday at 11am & no one called.
  
  Sincerely,
  
  ******* M ******

  Business Response

  Date: 03/17/2025

  Good day, 
  
  We regret that your application has been rejected twice. However, please understand that we have no control over the passport facilitys processing decisions. As stated in the rejection letters. We advise following the instructions outlined in the letter is essential, as the requirements are determined by the applicants provided informationnot by us. If the document the documents were returned and the reason for rejection was your passport, you would have to send your undamaged expired passport. If the reason for rejection is your photo, you should send a qualified passport photo taken within 6 months, colored, 2x2. 

• Initial Complaint

  Date:02/20/2025

  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 paid 230 dollars for a passport which cost 180 direct from gov because it was supposed to be easier. I cant move forward with application at all. Its been weeks and no change. The messaging app doesnt work at all to contact, they never get back to me. I cant move forward and I have no way to contact and they never get back to me. They stole 230 dollars from me and I have no way to fix this. ***************. Website is nothing but glitches. I want to attack them. Furious to say the least. Give me my money back or finish the job.

  Business Response

  Date: 02/27/2025

  Hello Trenton, 
  
  Thank you for reaching out via BBB and for your patience. We apologize for the wait time you experienced during the review of your application. We assist hundreds of customers daily across multiple applications and support channels, and 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.
  
  Please note that you selected standard processing for your application. At the time of selection, your dashboard clearly indicated:
  
  "GOV+ processes thousands of applications per day on a first-come, first-served basis. Choose expedited processing for faster verification, appointments, and submission."
  
  We appreciate your understanding and are committed to continually improving our services while maintaining quality.
  
  We also understand that the wait has been frustrating and that you may have overlooked the detail regarding government fees not being included. However, we ask that you maintain respectful language while seeking assistance. Dismissing our company as trash disregards the experiences of countless customers who have successfully used and understood our services.
  
  Customers have the option to choose to complete applications directly through the associated government websites at no additional cost. The one-time fee of $67 covers access to our platform, which streamlines the application process through auto-fill technology, photo upload and background removal, and a comprehensive application package with 2 checks ($35 Postmasters and $130 Passport fee), necessary requirements to support your in-person appointment. You were not charged over $300 as the passport option you applied for was for a standard one.
  
  Additionally, there are no reported glitches on our website. The platform is monitored 24/7 by tech specialists and developers. If youre experiencing technical difficulties, the issue may be related to your device, internet speed, or connection stability. We encourage you to try a different browser or device
  
  Your application underwent review, during which you were respectfully informed that certain details on your form did not match your supporting documents. Additionally, your initial passport photo did not meet the required standards due to your expression and the photo being taken too close.
  
  As of today, your passport application has been completed, and the package is currently awaiting **** pickup. Once you receive the package, please follow the instructions. If you need assistance, you may reach out: 
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  
  Please understand that we operate on a first-come, first-served basis, and all customers are patiently waiting for their turn. If you leave the queue, you will be placed at the back of the line, further delaying your assistance. We appreciate your patience and cooperation.
  

• Initial Complaint

  Date:02/20/2025

  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.

  In December of 2024 I started the process of passport renewal, after several attempts at submitting a new photo (which they kept rejecting) I finally submitted one they accepted. On 1/31/2025 they notified a passport renewal package was being mailed to me, to watch my mailbox. It is now 2/20/2025 and I have never received the package. I have chatted with their AI agent several times, also emailed them a couple times about this missing package and they keep telling me to go to my dash board page to track it. There is no place to track it on this page. Also I have been charged for things several times and do not know what all these charges are for.

  Business Response

  Date: 02/27/2025

  Dear *******
  
  Thank you for reaching out through the BBB. Were sorry to hear that your experience with your passport renewal application was not as smooth as expected. Please know that your application has been completed and is currently awaiting **** pickup. This update was previously communicated to you via email and a voice message from our representative, ****, who attempted to reach out to you. We sincerely apologize for any inconvenience caused by the wait and appreciate your patience.
  
  Due to high demand and regular system upgrades, your application did not undergo proper review and was prematurely moved to shipment. As a result, you were mistakenly notified on January 30th that your package was on its way and that it had been delivered on January 31st. In reality, the system placed your package on hold for pickup, and nothing was sent out at that time. Your application was later reviewed and completed on February 22nd. We sincerely apologize for any confusion this may have caused. We appreciate your patience and understanding.
  
  As a gesture of goodwill, we have processed a $67 refund for the one-time GOV+ software fee for your passport application. Additionally, we have canceled your prepaid TSA PreCheck application and monthly subscription and issued a $77 refund. Please allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails have been sent as well. 
  
  Once you receive the package, please follow the instructions enclosed. If you have any questions or in need of assistance, please do not hesitate to reach out to us directly through the following support channels: 
  
  24/7 Live Chat: *******************************************
  24/7 Email: ********************************************************
  
  Thank you for allowing us the opportunity to address your concerns.
  

  Customer Answer

  Date: 02/27/2025

   
  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,
  
  ******* Dob

• Initial Complaint

  Date:02/20/2025

  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.

  On 2/3/25, I went online to renew my passport. I believe I went to the state department website to fill out the DS-82 form. Somehow unbeknown to me, I ended up on the GOV + site. It was not until I began receiving texts and emails from GOV+ that I realized that this was not really the State Department Passport renewal site that I was on anymore. I blocked the texts and tried contacting GOV+ to discontinue this process both over the phone and through the chat Bot. First, the telephone number for GOV+ is not listed anywhere on their website; it was only after going to my bank where the funds were withdrawn that we were able to find a telephone number. This telephone number was never answered by any human. I tried the Chat bot but did not get anywhere with that. I received the packet with the typed in information that I had typed in on my computer and with my picture that I took and downloaded on my computer and a check made out to the **************** for $130.00. I have not sent in this check as I want a full refund for the money I gave to GOV + for them doing nothing more than I and I have done for myself and I was charged a fee for this. I also thought I would get *** and paid a fee for this as well only to find out after I have been investigating this, that I will still have to go to a *** location after first obtaining an appointment and pay the same fee again. This is a very deceptive organization and from looking at all of the complaints on the BBB, I am clearly not the only one who has had this deceptive experience. In addition, when I tried filling the forms out online at the State Department website, and attempted to upload the same exact photo I uploaded to GOV+, the state department would not accept this photo. Prior going back to my bank and having them fill out an affadavit and begin the investigation of this, I am attempting to get a full refund from this BBB site. I was charged $130, $67. and $77.for this and I want to have a full refund.

  Business Response

  Date: 02/25/2025

  Hello ******, 
  
  Thank you for reaching out to us via the BBB platform. We have checked all our logs and found no records of you trying to reach out to us your registered information (email address and / or phone number). 
  
  We would also like to clarify that it is impossible to be diverted from a government website to a commercial one. GOV+ is a legitimate private company, and we make this distinction abundantly clear. Our homepage clearly states, Not the government, just a helpful private company, a message that requires no scrolling on a desktop and minimal scrolling on mobile. Additionally, our use of the domain suffix .com clearly indicates that we are a private entity, unlike official government websites, which use .gov, .org, or .mil.
  
  If this clear disclaimer was overlooked, it raises the question of why responsibility is being placed on us for any misunderstanding when this information has been prominently displayed from the very beginning. If you are using a search engine, it is entirely possible to overlook the specific website youve clicked onbut that is a matter of user navigation. There is no diversion involved; either you visit the government website directly or you click on ours.
  
  Furthermore, GOV+ is an IRS-certified e-filer, having met the strict security, accuracy, and integrity standards set by the ***. This certification ensures our services are safe, compliant, and reliable. There is no deception, rerouting, or diversiononly clear, transparent service from start to finish.
  
  The one-time software fee of $67 provides customers with a comprehensive toolkit designed to simplify the passport renewal process without requiring additional equipment. This includes accurately completed forms, an online passport photo taken from home using our patented technology, and company-issued checks to meet government requirementsall conveniently delivered to your designated address.
  
  While individuals can apply for a passport independently, its important to acknowledge that not everyone has the time, flexibility, or ability to navigate government websites, manage multiple forms, or gather all required documents efficiently. Our service exists to simplify this processespecially for those with limited mobility, medical conditions, or scheduling constraints.
  
  Our mission is to simplify complex government processes and enhance the user experience through innovation and efficiency. Customers always have the option to apply directly through government websites at no additional cost. However, GOV+ exists to provide an alternative solutionone that eliminates common pain points and saves time. 
  
  Regarding your refund request, we encourage you to review Section 10 of our Terms and Conditions, which every customer is required to read, agree to, and manually confirm before proceeding with their application.
  
  At GOV+, we are committed to serving individuals who understand and find value in our services. As of today, February 25th, your application has been canceled, and we have issued a full refund for the GOV+ Software Fee ($67) despite services already being rendered. The prepaid TSA application as well and the fee of $77 has been refunded.
  
  Your application package was already delivered by the ***** with the tracking number **********************. For the mandatory government fee of $130, we kindly ask that you reach out to us via email at ******************************** and provide a photo of the check torn in half, but still recognizable for verification and documentation. Once this step is completed, we will be able to process the remaining refund. You can use the subject: Refund Request
  
  Please allow 3-5 business days for the refunds to post as bank processing times vary and check your email for confirmation details. Please acknowledge the receipt.
  

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a copy of my birth certificate, not realizing this is a third party company as the name is misleading. They also will upsell other government documents for a reduced fee. So I also applied for a *** precheck at the cost of $77.00. I became suspicious when they kept trying to upsell me on other services, making it confusing to try and complete my forms. I then came to BBB to read reviews on this company. I contacted via chat to cancel my *** application and the company offered a refund of half ($39.00). I agreed, thinking this was my only option. I see here in BBB they have refunded in full to others. Due to this, I have requested a cancellation of the birth certificate as well. Chat says they cannot as my application has already been submitted for review, even though I have not completed the notary portion. Seems like theres no way to cancel, and now I dont feel comfortable sending them my ID for the notary!! Has or will my personal information Ive already provided be in danger?? I would like to cancel everything and have a full refund of all funds paid to them (totaling $198.00). I am waiting to see if the $39.00 from the *** fee gets refunded.

  Business Response

  Date: 02/25/2025

  Dear ******, 
  
  Thank you for reaching out via the BBB. Please allow us to clarify some statements in your complaint. First, our homepage clearly and explicitly states, "NOT THE GOVERNMENT, JUST A FRIENDLY PRIVATE COMPANY," making it unmistakable 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 any misunderstanding when this information has been prominently displayed from the very beginning.
  
  The "Plus" in GOV+ represents the added value we provide beyond what the government currently offers - features such as multiple government document filings, Identity and Document Protection, automatic renewals, and dedicated support all in one single platform. While we are not affiliated with government agencies, we take great care in delivering premium services designed for those who prioritize technology, convenience, accuracy, and expert support. Regarding additional services, these options are clearly presented as offers, and all customers have the choice to decline them.
  
  For the reviews you mentioned, we acknowledge that customers have every right to share their opinions or grievances about a business. However, it is important to distinguish between personal opinions and factual accuracy. Many complaints or negative reviews 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 experiencesoften regarding issues that could have been easily resolved had they reached out to the business directly in an ethical and constructive manner.
  
  At GOV+, we stand by the integrity of our operations. If a legitimate concern arises, we encourage open dialogue based on facts rather than assumptions. We have issued refunds for certain complaintseven when our services were fully rendered or when the request contradicts our refund policynot out of obligation, but as a gesture of goodwill. Our goal is to retain customers who recognize and appreciate the value of our services. While a handful may publicly claim they were misled or deceived, the reality is that thousands of satisfied customers, both those who declare this publicly and those who chose to email or call us to tell us,  continue to use our platform because they see the convenience and efficiency we provide.
  
  You submitted a request for a copy of your birth certificate on *************, which underwent a review process. As part of this process, we reached out to verify your information and facilitate the necessary steps for online notarization. These correspondences were essential to ensure accuracy and compliance with official requirements.
  
  Given the nature of your complaint, we understand that you do not see the value of the services we offer. Your applications for both birth certificate copy and TSA have been canceled and full refunds were issued. We consider this matter closed.
  
  

  Customer Answer

  Date: 02/27/2025

   
  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,
  
  ****** ******