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:02/11/2025

  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.

  THIS TRANSACTION WAS MADE BY ME ON LINE ON 2/10 AND 2/11/2025 WITH GOVPLUS TO RENEW MY PASSPORT AND TO ACQUIRE A TSA PRECHECK AUTHORIZATION. I DID NOT ASK FOR A EXPEDITED SERVICE AND WAS CHARGED FOR IT ($77) AND THEY DID NOT DISCLOSE IN THE ONLINE APPLICATION A $130 GOVERNMENT PROCESSING *** BEFORE THEY CHARGED MY CREDIT CARD FOR IT. I WAS EXPECTING TO INITIALLY PAY $130 FOR THE RENEW MY PASSPORT AND TO ACQUIRE A TSA PRECHECK AUTHORIZATION. THEY CHARGED MY CREDIT CARD $331. I AGREED TO PAY $208 but only because they claimed to have completed the processing of both the passport renewal and TsA recheck. I initially wanted a refund for the remainder of the fee charged to my credit card, $125. BUT NOW THAT IVE SPENT A SUBSTANTIAL AMOUNT OF TIME JUST TRYING TO GET THE *** DOWN TO $208 AND THEY HAVE REFUSED I WANT A REFUND OF $201 SO THAT I ONLY PAY THE ORIGINAL ON LINE *** REQUESTED OF $130. THEY SHOULD REFUND MY CREDIT CARD $201.THEY USE DECEPTIVE NONE USER FRIENDLY SOFTWARE THAT HIDES ***S AND ASKS REDUNDANT QUESTIONS THAT COULD LEAD YOU TO MAKING THE WRONG SELECTION OF SERVICES WITHOUT YOUR KNOWLEDGE UNTL YOU ARE BILLED. IF THEY ASK 10 TIMES, DO YOU WANT EXPEDITED SERVICES, AND YOU SAY NO NINE TIMES, AND SOMEHOW IN ONE OF THOSE 10 QUESTIONS YOU MAKE A WRONG SELECTION YOU GET BILLED FOR IT WITHOUT REALIZING THE IMPACT UNTIL THEY BILL YOUR CREDIT CARD.I ATTEMPTED TO USE THEIR CHAT TOOL THAT KICKS YOU OUT IF THE CHAT TAKES TOO LONG . YOU GET KICKED OUT OF THE CHAT BEFORE THEY ADDRESS YOUR COMPLAINT SO YOU HAVE TO START THE CHAT ALL OVER AGAIN. THEY CAN HAV 3 HOURS TO ADDRESS AND ISSUE AND SEND YOU A RESPONSE BUT IF YOU DO NOT ANSWER THEIR INADEQUATE RESPONSE WITHIN A FEW MINUTES THE CHAT IS CLOSED WITH NO RESOLUTION. I REQUESTED A PHONE NUMBER AND A MANAGER TO TALK TO IN PERSON. THEY GAVE ME A NUMBER AND I WAITED MORE THAN 30 MINUTES ON THE CALL WITHNO RESPONSE. THEY CALLED AND GAVE ME A PHONE NUMBER THAT DID NOT WORK.

  Business Response

  Date: 02/13/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. We regret any inconvenience caused by the wait time for your application review. At GOV+, we assist and review hundredsif not thousandsof applications daily across multiple services and support channels. Our goal is to provide each inquiry and application with the care and attention it deserves. Due to high demand, especially with passports and TSA, response times may vary.
  
  Wed like to take a moment to clarify what transpired during your application process. There were four separate charges billed, each corresponding to a service that was selected and confirmed:
  
  GOV+ Fee ($67) This was for your passport renewal application, which you submitted on February 9th.
  GOV+ Expedited Fee ($57) After verifying your mailing address, you were asked to choose the speed of processing. You accepted the expedited processing option for this fee.
  TSA PreCheck Application ($77, discounted) Since you confirmed that you still had your old passport, you were offered a discounted rate for a TSA PreCheck application, which you accepted.
  Mandatory Government Fee ($130) This is the standard renewal fee required by the Department of State, which you confirmed and processed.
  
  Additionally, during the process, you were offered the GOV+ Premium subscription service (Annual: $119.88 / Monthly: $11.99), which you skipped.
  
  Charges are only processed after authorization on the customer's end, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. The website and especially the payment page stated that Government fees are not included. ******* and subscriptions are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. 
  

  We also noted that you had multiple attempts at uploading a qualified passport photo, and once successfully uploaded, you were then prompted to finalize your application with the government fee payment.
  
  Our goal is to provide a seamless and transparent application process, and we ensure that each step and corresponding fee is clearly presented for acceptance before proceeding. It is important to note that using our platform is completely voluntary, and all government services remain available directly through the respective agencies at no additional cost. Our service fees cover the use of our proprietary software, application guidance, document reviews, packages depending on the type of application and customer support to assist applicants throughout the process.
  
  Before disputing the details of your case, we would like to refer you to Sections 10 and 19 of our Terms and Conditions, which are freely accessible and must be accepted before any payment is processed:
  
  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.
  
  19. Disclaimers - Section 5
  
  Chatbot Disclaimer. Without limiting the generality of the foregoing, our Service may include certain interactive features, including chatbot and managed chat and session replay technology. By accessing or using any of these features, you agree that we may record and retain a transcript of all communications with you via these interactive tools, and may record or recreate your activity while using the Service for our internal purposes, including to provide the Services, to improve the Service or other GovPlus products and services, and for quality and verification purposes.
  
  We understand that certain details may have been missed. We are grateful for the opportunity to clarify. 
  
  We understand that you do not see the value in our services, and while we regret that, our goal is to assist customers who recognize and appreciate the convenience we provide. Despite refund ineligibility due to your application being completed expeditiously and awaiting **** pick up, we have honored your request and cancelled both applications. We have  processed full refunds for the GOV+ fee, GOV+ ***************** fee, Prepaid TSA PreCheck and the government fee today, February 13th. Please allow 3-5 business days for the funds to reflect in your account, as processing times vary by bank. Confirmation emails have been sent and successfully delivered, and we have attached relevant files for your reference.
  
  Since your application had already been completed and was awaiting **** pickup, you may still receive a package from us. Should this happen, please securely discard the documents, particularly the check, as it has been voided in order to process your refund. However, you are welcome to keep and use the form and the label if you wishconsider it a courtesy for utilizing our software.
  
  We appreciate your patience and the opportunity to clarify the services and fees. We consider this matter resolved. 

  Business Response

  Date: 02/13/2025

  Good afternoon,

  We have attached the refund receipts as the allowable files that can be included in the response is limited to 5. Thank you for your attention to this matter.

  Customer Answer

  Date: 02/18/2025

   
  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 assuming of course their action is to refund all of my money, $331, and cancel my order for a Passport Renewal.  It appears my credit card account was refunded the entire amount, $331 and they cancelled my order for a Passport Renewal.

  Please keep this complaint in your BBB files for GovPlus for future reference when customers deal with ********************. ******************** uses deceptive marketing practices and bait and switch techniques. They also use a Chat tool which is suppose to help answer your question but in fact it is only a tool to document the complaint and cancel the complaint if you are not excessively timely in your response to the chat. They also claimed to have responded to my request for a Manager to talk to in person and gave me a phone number to call.  The phone number did not work so if I wanted to continue the complaint I would have had to go back to their Chat system which is flawed.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After completing my passport application online with ************************* in November and paying their $67 processing fee along with the filing fees of $160 and $35, I received my application in early December. Due to protracted illnesses, I did not file the application until February 7. I was surprised to discover when I went to the County Clerk to file the passport application that I needed a certified copy of my marriage license, as this document did not appear on the list ************************* provided of the documents I needed to bring with me. The county clerk also said they could not accept the ************************* check for the $35 filing fee as it was made out to postmaster, so I paid that fee in cash. The county clerk also explained that they could and would file the passport application for me but that processing would be delayed due to the missing certified copy of the marriage license, and that I needed to watch my emails for a request to provide it which could take as long as a couple of weeks. I then spent 3 hours driving to secure said certified copy so that I would be prepared when that email arrives, rather than requesting it online and chance not having it in time to respond promptly to the email request for it. When I attempted a live chat with ************************* this morning, the ** generated answer was not at all responsive to my request for a refund of the $35 check to the postmaster I could not use. The answer I received was that the matter was out of their hands as they have no connection to filing fees charged and the county clerk is not an appropriate passport application processor. The email link on their website does not work and I waited on the phone for 30+ minutes for someone to answer my call. I dont understand why ************************* is disavowing any connection to that $35 filing fee when they cut the check, and I am seeking a refund of the $35.

  Business Response

  Date: 02/13/2025

  Dear *********, 
  
  Thank you for reaching out via BBB. We sincerely appreciate you taking the time to share your experience, and we truly regret any inconvenience you encountered during the application process. Your concerns are important to us, and we want to clarify the situation while providing any assistance we can.
  
  Regarding the $35 execution fee, we regret that the County Clerks office was unable to accept the check issued by our platform. We provide checks payable to the "Postmaster" as indicated on the instruction sheet because, in most cases, passport applications are filed at **** locations, which do accept these checks. However, because some acceptance facilities have their own policies regarding payment methods, we encourage applicants to verify requirements directly with the facility they intend to use. Unfortunately, we do not have control over these independent policies.

  Regarding the document checklist, we strive to provide a general guideline based on the ************************* requirements. However, there are cases where additional documents may be required, such as a certified marriage license if there has been a name change. We acknowledge this oversight, and as a one-time courtesy, we have processed an additional refund of $67 for the inconvenience this has caused you. Please know that we are taking this into account to improve our service moving forward.

  Additionally, we acknowledge your frustration regarding difficulties in reaching us via phone and live chat. Our team assists hundreds to thousands of customers daily across multiple applications and support channels, and we strive to review and address each inquiry with the care and attention it deserves. To ensure fairness, we prioritize customers who have opted for premium or ********************** expedited services, as these options include fees specifically for faster processing. Additionally, customers with ongoing application inquiries awaiting our processing completion receive priority to ensure timely resolution.
  

  In response to your refund request, we understand that you were unable to use the check provided.  We processed refunds of $35 and the $67 GOV+ software fee as a courtesy. Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank.
  

  With the request processed, we consider this matter closed. If theres anything else we can assist you with, please dont hesitate to let us know.
  

  Customer Answer

  Date: 02/13/2025

   
  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:02/10/2025

  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.

  On 1/18/25, I registered for passport renewal service. Paid $67 for use of system and $130 for passport fees. No action was taken on processing with it stuck on their step 8. I attempted to resolve the issue by using their online chat. Wait times were extremely long - if the email timestamp is correct, a 12 hour wait. I attemptyed 3 contacts using their chat for problem resolution and was never ab le to get a timely or any response. I called the toll free number and was once again on hold and unable to get assistance. At this point, I requested a refund. This request was ignored. A passport application is time sensitive. ****** inability to provide basic customer service in a timelyu fashion was unacceptable. The fact that the passport application apaarently never reached the **************** should entitle me to a refund of the $130 pasport fee. With the unacceptable level of response, I also request a return of the initial $67. The company provided me with no actual service and delayed my passport application for an amount of time that no reasonable person would consider acceptable. Hours waiting for support is also unacceptable.

  Business Response

  Date: 02/13/2025

  Hello *******, 
  
  Thank you for reaching out via BBB. We apologize for the wait time you experienced during the review of your application.
  
  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."
  
  To ensure fairness, we prioritize expedited and premium services, as these options include fees specifically for faster processing. 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.
  
  We appreciate your understanding and are committed to continually improving our services while maintaining quality. 
  
  We acknowledge your request to have your passport renewal application cancelled and the fees refunded. We also attempted to reach out to you today, February 13th, via phone call, in hopes of assisting you in completing your application. However, the timing could not have been convenient so we left a voicemail message, sent you an email and went ahead and cancelled your application. Full refunds were processed despite ineligibility. We also sent you your application form along with the refund receipts. Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank.
  
  With the request processed, we consider this matter closed. If theres anything else we can assist you with, please dont hesitate to let us know.

  Customer Answer

  Date: 02/13/2025

   
  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:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/2025, I attempted to renew my passport. I Googled passport renewal and the first to pop up was GOV+. Thinking I was on a legitimate government passport renewal site, I commenced to fill in all the necessary information, all the while thinking that I was on a safe government website. When I put in the credit card info, the card was put on hold by **********. A text was sent to my phone to which I responded that it was indeed me who made the charge. It was only after all my information was input that some suspicious requests for additional services and charges appeared. After Googling GOV+ I discovered that they are not a legitimate government office and now not only have they charged me $130 for the service but an additional $67 that was not authorized and they now have my social security number!

  Business Response

  Date: 02/13/2025

  Dear *****, 
  
  First and foremost, GOV+ is a legitimate private company and we are an IRS-certified e-filer. This certification means that the ************************ (***) has authorized and certified GOV+ to electronically file tax returns on behalf of taxpayers. 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. 
  
  Our platform operates as a paid service for those who choose to use it and is continually reviewed and updated to keep disclaimers, service explanations, and details visible, clear, and easy to understand. To further support our users, we provide multiple layers of communicationincluding FAQs, and tutorials to ensure every customer understands the scope of our services before making a commitment. 
  
  Regarding your concern about the charges. There were 2 charges billed. 1 for $67 for the one time GOV+ fee. This is for the use of our platform and software in filing your passport renewal application. The other charge is the mandatory government fee for a passport book which is $130, that we convert into a check, a part of an application package for passports. Please note that before any payment is processed, our platform requires all customers to manually:
  
  -Enter their payment information,
  -Review and agree to the terms and conditions, and
  -Submit the payment by clicking the Submit button.
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. If the charge was applied, it indicates that these actions were taken on your end. Our system simply processes payments as authorized by you.
  
  We encourage statements to be based on verified facts rather than incorrect assumptions or information that may have been overlooked; between personal dissatisfaction and factual misrepresentation. GOV+ operates with full transparency, and any claims suggesting otherwise are not only inaccurate but unfair to the many customers who benefit from our services. Customers always have the option to complete their applications directly through government channels at no additional cost. We regret that you missed a lot of important information. Our website is free to revisit at your convenience. (*****************************************)
  
  Customer satisfaction remains our priority, and we aim to make this process as simple as possible for you. As of today, February 13th, we have canceled your passport application and processed full refunds of $67 and $130 for the government fee.
  
  Since your application had already been completed and was awaiting **** pickup, you may still receive a package from us. Should this happen, please securely discard the documents, particularly the check, as it has been voided in order to process your refund. Please do not try to cash the check since it was already voided and was issued to the Department of State.  However, you are welcome to keep and use the passport photo if you wishconsider it a courtesy for utilizing our software.
  
  We understand that you do not see the value in our services, and while we regret that, our goal is to assist customers who recognize and appreciate the convenience we provide. Please allow 3-5 business days for the refunds to reflect in your account, as processing times vary by bank. Refund confirmation emails have been sent and successfully delivered.
  
  We have taken all necessary steps to address your concerns, and with this, we consider the matter fully resolved. 
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i used this company for a expedited passport renewal. they cant tell me where my passport is OLD or NEW.. i have been waiting for someone to contact me. took matters into my own hands and called the travelgov and they have no application. i'm going away in 2.5 weeks and i have no idea what is going on

  Business Response

  Date: 02/17/2025

  Dear ******, 
  
  We sincerely apologize that your experience did not meet your expectations. We understand how important this process is to you, and we truly regret any inconvenience caused. We have reached out to you regarding the issue with your application via phone calls and emails.
  
  Please know that we have been actively working on your application and have been monitoring your application from the moment it was received by our courier. The local agency our courier provided your passport renewal application to told us that the passport you provided was not the most recent one issued to you, and their rules are that in order to process the passport renewal the most recent undamaged passport must be provided. It was due to this issue that your application was not recorded in the passport agency's main database system and is why they told you no application was received as it was rejected at the local level.
  
  For further clarity, when a passport is renewed by the passport agency, they cancel the prior passport and punch holes in it.  The passport you provided has these holes, which indicates you have a more recent passport.  Therefore the main passport agency number you called *************) stated your application was not received since the local agency flagged it as incomplete. The local and national passport agencies work together and will not continue with the process if the wrong or incomplete documents are provided. Had you provided the most recent passport for renewal we would have been able to process the application flawlessly.
  
  Additionally, per your request, your documents and they will be returned to you via ***** at your address provided. Please take note of the ***** Tracking Number: ************. Your documents are scheduled to arrive tomorrow. (February 18). An email was also sent today, February 17th, with the same tracking information.
  
  We regret the unforeseen complications that arose and any frustration this may have caused. To resolve this matter, we have issued full refunds totaling $508.96 on February 16th.
  
  Please securely dispose of the check included in the package, as it has been voided following the issuance of your refunds. To avoid any processing issues, you will need to issue a new check payable to the *******************. Using the voided check may result in your application being rejected.
  
  Please allow 3-5 business days for the refunds to be reflected in your account, as processing times vary by bank. Refund confirmation emails have been sent, and we have attached the relevant files for your reference.
  
  We appreciate your patience and understanding. If theres anything else we can do to assist you, please dont hesitate to reach out.
  
  24/7 Email: ********************************

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 8th, 2025 I made the decision to go ahead with Gov+ to get a new updated passport. My existing passport had expired 2 years ago. I had been seeing Gov+ ads all over social media about how quick and convenient it was to use from the convenience of your own home. I saw that they had a special on Passport applications for the price of $67. Discounted from their normal over $120 price. I thought this was a great deal so I started the application process. Midway through the process the system requested that I input my credit card information. I continued to follow the steps of the application. Without ever submitting my application, Gov+ charged my credit card the $67 for the passport application and $119.88 for I don't know what. I went back a couple hours later to check the status of my applications and it showed that I had to pay a goverment fee for the passport application of $130. This was on top of the $67 fee and the $119.88 they charged for the application. I don't appreciate the low costs presented up front and then all these fees added on the backend. I would like my orders cancelled and refunds issued. It's difficult to get a hold of a live person at Gov+. All you get are AI responses.

  Business Response

  Date: 02/13/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. There were 3 charges billed. 1 for your New Passport application which you submitted on February 8th for the one time GOV+ software fee of $67, the mandatory government fee for renewal which is $130 and the offer for a GOV+ Premium Annual Subscription for $119.88, which you accepted. Please note that before any payment is processed, our platform requires all customers to manually:
  
  -Enter their payment information,
  -Review and agree to the terms and conditions, and
  -Submit the payment by clicking the Submit button.
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. The website and especially the payment page stated that Government fees are not included Upsells and subscriptions are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. 
  
  It is important to note that using our platform is completely voluntary, and all government services remain available directly through the respective agencies at no additional cost. Our service fees cover the use of our proprietary software, application guidance, document reviews, packages depending on the type of application and customer support to assist applicants throughout the process.
  
  We would like to cite section 10 of our Terms and conditions, which could be accessed for free and has to be accepted before a payment can be processed: 
  
  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 understand that certain details may have been missed. In an effort to assist you, we attempted to contact you via phone on February 12th to help complete your application, as it was already in review. Since we were unable to reach you, we left a voicemail and followed up with an email. You later responded with a request for cancellation and a refund.
  
  Despite refund ineligibility, we have honored your request and processed full refunds for the GOV+ *************** on February 12th ($119.88), and for both the GOV+ software fee ($67) and government fee ($130) on February 13th. Please allow 3-5 business days for the funds to reflect in your account, as processing times vary by bank. Confirmation emails have been sent and successfully delivered, and we have attached relevant files for your reference.
  
  We appreciate your patience and the opportunity to clarify our services. Please feel free to reach out if you need any further assistance.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************

  Business Response

  Date: 02/13/2025

  Good morning. Please delete the addressee name was incorrect. Thank you

  Business Response

  Date: 02/13/2025

  Dear ******, 
  
  Thank you for reaching out via BBB. We regret any inconvenience caused by the wait time for your application review. At GOV+, we assist and review hundredsif not thousandsof applications daily across multiple services and support channels. Our goal is to provide each inquiry and application with the care and attention it deserves. Due to high demand, especially with passports and TSA, response times may vary.

  There were 3 charges billed. 1 for your New Passport application which you submitted on February 8th for the one time GOV+ software fee of $67, the mandatory government fee for renewal which is $130 and the offer for a GOV+ Premium Annual Subscription for $119.88, which you accepted. Please note that before any payment is processed, our platform requires all customers to manually:
  
  -Enter their payment information,
  -Review and agree to the terms and conditions, and
  -Submit the payment by clicking the Submit button.
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. The website and especially the payment page stated that Government fees are not included. Upsells and subscriptions are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. 
  
  It is important to note that using our platform is completely voluntary, and all government services remain available directly through the respective agencies at no additional cost. Our service fees cover the use of our proprietary software, application guidance, document reviews, packages depending on the type of application and customer support to assist applicants throughout the process.
  
  We would like to cite section 10 of our Terms and conditions, which could be accessed for free and has to be accepted before a payment can be processed: 
  
  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 understand that certain details may have been missed. In an effort to assist you, we attempted to contact you via phone on February 12th to help complete your application, as it was already in review. Since we were unable to reach you, we left a voicemail and followed up with an email. You later responded with a request for cancellation and a refund.
  
  Despite refund ineligibility, we have honored your request and processed full refunds for the GOV+ *************** on February 12th ($119.88), and for both the GOV+ software fee ($67) and government fee ($130) on February 13th. Please allow 3-5 business days for the funds to reflect in your account, as processing times vary by bank. Confirmation emails have been sent and successfully delivered, and we have attached relevant files for your reference.
  
  We appreciate your patience and the opportunity to clarify our services. We consider this matter resolved. Please feel free to reach out if you need any further assistance.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************

  
  

  Customer Answer

  Date: 02/15/2025

   
  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:02/10/2025

  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.

  On January 15th 2025, GovPlus sold me access to getting a us Government Passport. I found our today Febuary 10th, 2025 that that was a lie. My Credit cardending 2802 was charged three times ,,, $119.88 $ ***** $ ***** Totaling $263.88 They can not actually get me a passport and I want all of my money refunded as soonas possible.***** ******* ************ **********************

  Business Response

  Date: 02/12/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. GovPlus is a legitimate private company that specializes in assisting customers with the facilitation and completion of government applications. While we are not a government agency, our platform provides a streamlined and user-friendly service to help ensure that applications are accurately completed and, depending on the application, submitted on the applicants behalf in accordance with the necessary requirements.
  
  Section 11: Application Submission
  
  Any application completed by you on the Service will be submitted by us either electronically or by mail or fax to the applicable governmental agency. EIN PLUS (DBA GovPlus) is not responsible for the actual issuing by documents from the applicable government agency. 

   It is important to note that using our platform is completely voluntary, and all government services remain available directly through the respective agencies at no additional cost. Our service fees cover the use of our proprietary software, application guidance, document reviews, and customer support to assist applicants throughout the process.
  
  There were 3 charges billed. 1 for your New Passport application which you submitted on January 14th for $67. $77 was an offer for a GOV+ Prepaid TSA and the GOV+ Premium Annual Subscription for $119.88, which you accepted. Please note that before any payment is processed, our platform requires all customers to manually:
  
  -Enter their payment information,
  -Review and agree to the terms and conditions, and
  -Submit the payment by clicking the Submit button.
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is both intentional and informed. Our platform operates as a paid service for those who choose to use it, and we do not pressure anyone to make a payment, as utilizing our services remains entirely optional. Upsells and subscriptions are simply offers, and all customers have the option to skip them at their discretion. If the charge was applied, it indicates that these actions were taken on your end. 
  
  We would like to cite section 10 of our Terms and conditions, which could be accessed for free and has to be accepted before a payment can be processed: 
  
  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 regret that you missed a lot of information. Given the nature of your complaint, we have processed full refunds of the aforementioned charges on February 10th despite refund ineligibility.  Please allow 3-5 business days for your refunds to be posted back to your accounts as bank processing times vary. Refund confirmation emails have been sent and we can confirm they have been successfully delivered. We have attached files for your review. We appreciate your patience and the opportunity to clarify our services. Let us know if we can assist you with anything else.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  

  
  

• Initial Complaint

  Date:02/09/2025

  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.

  Today, February 9, 2025 I went on line to renew my passport. I came across a website called Govplus. I thought it was the government website. I filled out part of the application and I clicked on the **** pay $67.00 using credit card. I continued to read the requested information and saw that this was not a government org. It was a business. I immediately tried to cancel. I called their number, there was a recording, that I could email or stay on the line. I stayed on the line. No person ever answered. I sent an email. Told them to cancel this transaction. I thought they were a government organization. I told them their company name was very deceiving. I received a response from their AI. (I can send copies of AI responses) Basically, it told me they would be more then happy to cancel , however, I had to contact them directly to request cancel and refund of the $67 reimbursement. Plus it had to be within the 7 days and no work had begun. They had a contact person link I could click on. Which I did. No one answered . It says we have your request and will contact you shortly. That never happened. I sent an email again requesting cancel and refund. I received the same type of response from AI ( I have copy). I thought since it was Sunday maybe no person was available. I also received a text to complete my application! I went through the same process on Monday to cancel my acct and refund. I stated that you tell me to contact you directly but no one responds. No tracking number provided. Gpv+.com makes it impossible to cancel order and get refund in an easy manner. Appreciate help from BBB. Thank

  Customer Answer

  Date: 02/10/2025

  2/10/2025. 

  FYI :  GOV+ sent me e mail this morning advising me that they are processing $67.00 credit to my credit card. Checked with bank and the credit was received, so no need to have BBB take any further action. Thanks for your help.

  **** ******

  Business Response

  Date: 02/11/2025

  Hello ****, 
  
  Thank you for reaching out via BBB. First and foremost, GOV+ is a private company, and we make this distinction abundantly clear. Our homepage prominently states, Not the government, just a helpful private company. This message is immediately visible on a desktop and requires minimal scrolling on mobile. Additionally, our website uses the .com domain, which is a standard indication of a private entity, whereas official government websites use .gov, .org, or .mil.
  
  The Plus in GOV+ reflects the added value we bring beyond government services. We offer features such as Identity and Document Protection, automatic renewals for documents with limited validity, and dedicated support. While we are not affiliated with government agencies, we take great care to provide premium services designed for those who value technology, convenience, accuracy, and support. GOV+ is also a certified IRS E-filer.
  
  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 solution.
  
  We apologize for the wait time you experienced. At GOV+, we assist and review hundredsif not thousandsof inquiries and applications daily across multiple services and support channels. Our goal is to provide 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.
  
  As for the $67 charge, this is our software feefor the use of our platform and proprietary software to assist you in completing your application. Its important to note that before any payment is processed, our platform requires all customers to:
  
  - Enter their payment information,
  - Review and agree to the terms and conditions, and
  - Submit the payment by clicking the Submit button.
  
  If a charge was applied, it indicates these actions were taken on your end.
  
  At GOV+, our goal is and will always be customer satisfaction. We strive to serve individuals who understand and find value in our services. Given the nature of your complaint, we acknowledge that you currently do not see the value our services offer. Your new passport was cancelled and the one time GOV+ fee of $67 was refunded yesterday, February 10th. Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. A refund confirmation email has been sent, and we can confirm it was successfully delivered.
  
  We consider this matter closed. Thank you for the opportunity to address your concerns.
  
  

  Customer Answer

  Date: 02/11/2025

  I did receive e mail from GOV+ advising me that credit for $67.00 was being issued to my Chase **** credit card, but today there is no credit, but a second charge for $67.00, so now they owe me two $67.00 credits to resolve this issue. I have e mailed GOV+ about the issue and waiting for a reply. This company definitely has many issues.

• Initial Complaint

  Date:02/09/2025

  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.

  Do not use this company. I needed a passport expedited and used this company on Dec 24th 2024 for a passport that I needed for a trip on Feb. 2nd. Started contacting them the 3rd week of January to see what the status was and could not get through on there phone line and when trying online all I was able to get was an AI tech support that got me no where. Tried to get a refund and they just gave me the run around and said they could not refund all of my money. Still have not received anything from them for the money I paid them. Big rip off scam and now they have my personal information. I had to drive to ******* and waste a day because they didn't perform the job I paid them to do to get my passport. DO NOT USE THIS COMPANY

  Business Response

  Date: 02/11/2025

  Hello Lane, 
  
  We appreciate the opportunity to clarify your concerns regarding your passport application. We acknowledge  that you filed for a new passport under priority processing on December 24th and we have been consistently following up with you via phone call and emails. We did not receive any response. 
   
  Wed like to clarify some key details regarding your passport application and priority processing. While we understand the urgency of your request, it is important to recognize that even under priority processing, an application cannot move forward if it remains incomplete. ********** an incomplete application would not only be unfeasible but also non-compliant with legal requirements.
  
  Your application underwent review, and you were advised to reupload your passport photo and verify some details regarding your parents informationspecifically, your mothers maiden name. These steps are essential, as accuracy and compliance with Department of State requirements determine the speed and efficiency of the process.
  
  Additionally, as outlined on our payment page, the disclaimer clearly states: ********** times start when documents are received. Since your application is for a new passport, you are required to personally present your application and supporting documents, retrieve them from the passport processing agent, and then mail them overnight in a sealed envelope to our courier using the provided label. Only after our courier receives your package does the guaranteed two-week processing window begin.
  
  We strive to assist our customers at every stage, but delays can occur when required steps are left incomplete or when corrections need to be made. 
  
  Given the nature of your complaint, there seems to be misunderstanding. We acknowledge your request  and cancelled your passport application. Full refunds of both GOV+ Priority ********** fee of $297 and the government fees of $246.36 were processed today, February 11th. Please allow 3-5 business days for your refunds to be posted back to your accounts as bank processing times vary. Refund confirmation emails have been sent and we can confirm they have been successfully delivered. We have attached files for your review. We appreciate your patience and the opportunity to clarify this process. Let us know if we can assist you with anything else.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  

• Initial Complaint

  Date:02/09/2025

  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 started filling out and looking through application. I never agreed to any payment or to process I was filling out the application and you guys pulled the $67 out of my account. The next few pages you guys kept trying to charge me to keep my information safe and not sell it? Please erase all of my information and refund me of my money. I have tried calling multiple times and cant get ahold of a human being.

  Business Response

  Date: 02/10/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. We understand that you have concerns, and we truly appreciate the opportunity to address them. However, we have reviewed all our communication records and found that you did not reach out to us with any questions or complaints before posting publicly. We always encourage our customers to contact us directly first, as this ensures that we can provide the most accurate information and assistance. Were more than happy to help resolve any issues you may have, and we appreciate the chance to clarify any misunderstandings before inaccurate statements are shared on public forums or platforms. 
  
  You voluntarily submitted your application for a new passport on February 9th and this application has numerous information missing. Regarding the charges, before any payment is processed, our platform requires all customers to:
   - Manually enter their payment information,
   - Review and agree to the Terms and Conditions, and
   - Actively submit payment by clicking the "Submit" button.
  
  Charges are only processed after these steps are completed, ensuring that the decision to proceed is intentional and informed. If a charge was applied, it indicates that these actions were taken on your end. We regret that you may have missed this important information.
  
  At GOV+, our goal is and will always be customer satisfaction. We strive to serve individuals who understand and find value in our services. Given the nature of your complaint, we acknowledge that you do not see the value our services offer.  We have cancelled your passport application  today, February 10th, and the one time software fee of $67 was processed per your request.
  
  Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. A refund confirmation email has been sent, and we can confirm it was successfully delivered. Your account and all your information has been deleted as well. We consider this matter closed.