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:02/08/2025

  Type:Sales and Advertising 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 thought this was the government site to renew my passport but I got charged $67 for something that is a free service. They should have to clearly inform you that they are not a government site and they are a for profit company.

  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.. We regret that you missed this critical information.
  
  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.
  
  At GOV+, we are committed to serving individuals who understand and find value in our services. We respect your decision and have canceled your passport application. A full refund of GOV+ Software Fee of $67 was processed yesterday, February 10th, and a refund confirmation email has been sent. For reference, we have also attached a refund receipt to this response.
  
  Please allow 3-5 business days for the funds to reflect in your account, as processing times may vary depending on your bank. Your request has been fully processed, and we now consider this matter resolved.
  

  Customer Answer

  Date: 02/26/2025

   
  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:02/08/2025

  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 have not been able to contact anyone with this company on charges for 2 weeks. No replies or resolutions, I've uploaded all documents required, they have already charged me the amount to process and want to charge me again. I am trying to find out why, no response, tired of messing with them so I just want a refund and they've yet to respond about it.

  Business Response

  Date: 02/11/2025

  Hello ******,
  
  We apologize for any inconvenience caused by the wait time. 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. 
  
  We appreciate the opportunity to clarify your concerns regarding your passport applications. Please know that you filed for new passport applications twiceonce in September and again in November 2024. However, for one of these applications, the government fee was not paid until January 9th.
  
  It is important to understand that we cannot process an application that remains incomplete, as doing so would not only be unfeasible but also non-compliant with legal requirements. There are necessary steps that must be completed on the applicants end before we can proceed with a thorough review. The speed and efficiency of this process depend on multiple factors, including the accuracy of the information provided, whether the uploaded passport photo meets the standards set by the Department of State, and the timely submission of required documents.
  
  Additionally, while our platform provides guidance and assistance throughout the application process, the responsibility for ensuring all required steps are completed lies with the applicant. 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.
  
  Your complaint was received on February 8th and both applications are canceled and refunded. The following are the fees charged and when they were refunded:
  
  GOV+ One - Time Software fee: $67: Paid: 09/26/2024 Refunded: 02/11/2025
  GOV+ Expedited fee: $57 - Paid: 09/26/2024 Refunded: 09/30/2024
  GOV+ One - Time Software fee: $67 :Paid 11/14/2024 Refunded: 02/11/2025
  Mandatory Government fees for New Passports (Routine Processing): Paid: 01/09/2025 Refunded 02/11/2025
  
  We will attach all the refund receipts for your review. For the fees refunded on 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 appreciate the opportunity to address your concerns.
  
  If you have additional questions, please contact us directly:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  
  

  Customer Answer

  Date: 02/11/2025

   
  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. Thank you for finally reaching out and settling this. Greatly appreciated.
  
  Sincerely,
  
  ****** A *****

• Initial Complaint

  Date:02/07/2025

  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 started my husband's application on Gov+ for his new passport on January 27th, and I'm worried that this verification process will never be completed. So I would like to have the $232 refunded and for he and I to go get his passport in person from a trusted and reliable source/location.

  Business Response

  Date: 02/11/2025

  Hello ******** and ******, 

  
  Thank you for reaching out via the BBB. We apologize for any inconvenience caused by the wait time when reaching our customer support team. 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.
  

  The passport renewal application was under a one-time fee of $67 and was completed on February 8th. It is already awaiting **** pick up (Tracking number: **********************). Once the package is received, please follow the instructions included. 

  We appreciate your patience and the opportunity to clarify this process. If you need further assistance, please feel free to reach out.
  

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

  
  

  Customer Answer

  Date: 02/26/2025

   
  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:02/07/2025

  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 for tried to take photo and app rejected it many times. Stopped process but they charged me

  Business Response

  Date: 02/11/2025

  Hello *******, 
  
  Thank you for reaching out via BBB. We would like to clarify that while our system allows you to upload a passport photo, this does not guarantee immediate approval. Each uploaded photo undergoes a thorough review to ensure it meets the passport photo standards set by the *******************. The systems acceptance of an upload simply initiates this review process, and if any issues are found, customers are notified accordingly.
  
  We appreciate you reaching out on February 7th via live chat. At that time, our representative, *****, offered to assist you in completing your application, but you declined and instead requested a refund, stating that you should not be charged until the application was complete.
  
  Wed like to clarify that the fees applied were for the services provided through our platform, including account creation, software usage, and access to our application processing tools. These services are rendered upon initiation, regardless of whether an application is ultimately completed. Additionally, our platform supports multiple application types, not just passport renewal, as reflected in your prepaid TSA PreCheck 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.
  
  Charges are only processed after these steps are completed, ensuring the decision to proceed is both intentional and informed. 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 passport renewal and TSA PreCheck applications have been cancelled on February 7th, and refunds were processed as per your request.
  
  Please allow 3-5 business days for the refunds 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 will attach the same refund receipts for reference. We appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2 i attempted to renew my tsa precheck and passport. They were not due so they said they were going to keep my money and contact me when they were up for renewal. I asked for my money back and now I can t get anyone to talk to.

  Customer Answer

  Date: 02/08/2025

  I received an email telling me that they refunded the fees. And will show up in 3-5 days.

  Business Response

  Date: 02/09/2025

  Hello ****, 
  
  Thank you for reaching out via BBB. We apologize for any inconvenience caused by the wait time. 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.
  
  We want to clarify that your applications were retained to ensure you received timely notifications about your documents nearing expiration, allowing you to renew them without delays. Your account and applications do not expire with us, and this was previously communicated to you via email. However, given the nature of your complaint, we have processed the cancellation and refunds for both your TSA and passport applications as a resolution. Our goal is to provide a seamless renewal experience, but we also respect your decision and appreciate the opportunity to address your concerns.
  
  As promised, we  canceled your application and processed refunds for your TSA and passport renewal applications. On February 7, 2025. 
  
  Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. Refund confirmation email has been sent, and we can confirm it was successfully delivered. 
  
  We also appreciate the opportunity to address your concerns. Included in this response are the refund receipts to review for your convenience.
  
  We consider this matter resolved. Please let us know if we can assist you with anything else.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************

• Initial Complaint

  Date:02/06/2025

  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 2/6/25 I was at the bank attempting to open an account for the Estate of my deceased Mom, when I discovered that I needed and *** for the account. It was after 4:00pm and I had limited time to open the account. Online I found Gov+ advertising that they could get me an *** in minutes. I filled out the form, agreed to the $67 fee, then was offered a $57 fee for expedited processing that I declined. After declining a series of other services offered by Gov+ I arrived at a screen saying that my processing time would be approximately three days. I exited the website, navigated to the *** website, completing essentially the same form and obtained the *** for free - in minutes. Hours later I recieved an email from Gov+ claiming that I failed to provide my SS#. This is false. My SS# was in a required field on the form. I replied to the message, requesting that Gov# cancel my *** request, as I already obtained one. Gov+ failed to provide the promised service to get an *** in minutes and instead has desiged a site to obstruct service and pressure people to pay unneccessary fees. I will be contesting this charge on my credit card.

  Business Response

  Date: 02/08/2025

  Dear *******, 
  
  We sincerely apologize that your experience did not meet expectations. At the time your application was filed, we were undergoing a system upgrade to better accommodate the growing demand for our services. We truly appreciate your patience and understanding as we continue to improve our processes to serve our customers more efficiently. 
  
  Please note that before any payment is processed, our platform, specifically on our payment page, it is required that  all customers 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 once all required steps are completed, ensuring that the decision to proceed is both intentional and informed. Customers always have the option to complete their applications directly through the relevant government websites at no additional cost. If a charge was applied, it indicates that these steps were voluntarily taken on your end. 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.
  
  We fully respect your decision to proceed with your application through the official IRS website.
  
  We acknowledge your feedback, and your EIN application has been cancelled on February 7th. We processed a full refund for the GOV+ fee of $67.
  
  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 acknowledged.
  

  If you have additional questions, please contact us using the email our representative, ***, sent you. (********************************************************)
  

  Thank you for your attention to this matter.
  

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

• Initial Complaint

  Date:02/05/2025

  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.

  They never answer my calls and dont respond to my messages waited for an hour and never answered me so I think its a scam

  Customer Answer

  Date: 02/06/2025

  They have responded to me and made it right

  Business Response

  Date: 02/09/2025

  Dear Marietta, 
  

  Thank you for reaching out via the BBB. We apologize for any inconvenience caused by the wait time. 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. We also prioritize customers with ongoing application inquiries awaiting our processing completion.
  

  Your application was canceled and full refunds of the GOV+ software ($67) and the mandatory government fee for the new passport application ($165), today, February 9,2025.
  

  Please allow 3-5 business days for the refund to reflect in your account, as processing times may vary depending on your bank. Refund confirmation emails have been sent, and we can confirm they were successfully delivered. We are attaching all refund receipts including the other $67 for the duplicate GOV+ software fee which was submitted on January 20 and refunded January 23. 
  We consider this matter resolved. Please let us know if theres anything else we can assist you with.
  

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

  
  

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/29/2025 I visited this website as this is my first time renewing my passport. I indeed thought this was an official government website. I paid $67 for the application, $119 for a subscription and $130 for additional government fees. In total $316. I completed the application and the site said it would be 1 business day for review and an email will be sent. After coming back to check on the application status, 3 business days later, the site still said " 1 Business day" for processing. There has been no update. Today marks the 5th business day and there has been no update. I have tried to cancel this $119 subscription but the site says the application will be delayed and puts you in a tough spot. I have also tried to deactivate my other protections but it kept routing me to a blank page. Reviews have said they have not received their passport or the company has given the run around. I am not too comfortable with how this process has been. I would rather apply directly on an official government site. I have contacted my bank and would like to have a refund issued of at least the $67 application, the $119 subscription and if possible the $130 government fee.

  Customer Answer

  Date: 02/06/2025

  The company did in fact provide a full refund and I will like to thank them for delivering. Thank you so much again.

  Business Response

  Date: 02/08/2025

  Hello ******,
  
  Thank you for reaching out to us via the BBB. Were sorry to hear about the inconvenience caused by  the wait time you experienced during the review of your application. We understand that waiting is never ideal. However, we assist hundredsif not thousandsof customers daily across multiple applications and support channels. Our priority is to review and address each inquiry and application with the thoroughness and attention it deserves. While we regret that waiting your turn was frustrating, our back-office and customer support teams remain committed to handling every request as efficiently and accurately as possible. With recent high demand for passport and TSA-related services, such as recently, this may lead to longer review and response times. 
  
  We are grateful for your understanding. We are committed to continually improving our services.
  
  We understand that online services can sometimes raise concerns, and we appreciate your diligence in verifying legitimacy before proceeding. To clarify once againGOV+ is a legitimate private company and an IRS-certified e-filer, meaning we meet the strict security, accuracy, and integrity standards required to electronically file tax returns on behalf of taxpayers. This certification is not something just anyone can obtain, and we undergo regular compliance checks to maintain it.
  
  Please be aware that we have no control over how third-party platforms evaluate and display reviews. While we understand that online reviews can influence decisions, it is important to recognize that some may come from individuals who have not used our services or who may have encountered misunderstandings on their end.
  
  That being said, if you feel that such reviews hold more weight than the documented facts about our business, we fully respect your decision to proceed with your passport application, whichever route you choose.
  
  If you ever decide that a streamlined, guided application process would be beneficial to you in the future, well be happy to assist.
  
  Your application and subscription has been cancelled and we have processed full refunds for the following:
  
  GOV+ Software fee: $67 
  GOV+ Annual subscription: 119.88
  Mandatory Government fee: $130 (Routine passport renewal)
  Total: $316.88
  
  Please allow 3-5 business days for these refunds to be posted back to your account as bank processing times vary. An email confirmation was also sent to you and you have acknowledged its delivery. For references, we have attached the same refunds receipts for review. 
  
  We appreciate the opportunity to address your concerns.
  
  If you have additional questions, please contact us using the email we sent you. **********************************

• Initial Complaint

  Date:02/04/2025

  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.

  February 3, 2025 I went to the Gov+ website to get a passport after I paid the $67.00 fee and started the application process my bank denied the additional charges siting fraud so I looked into the company further and realized it was not government affiliated and decided to cancel the application process. So I tried to contact them through the live chat to no avail and then called the customer service number and nobody picked up. I am also concerned about what is going to happen with the documents I uploaded. I feel if your a legitimate business customers should be able to easily contact a live person and get their issues handled

  Business Response

  Date: 02/08/2025

  Hello *****, 
  
  Thank you for reaching out via BBB. 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. We are proud to say that this is not just for our ************* but across all our offerings. It is also stated on the website that Not the government, just a helpful private company . The use of the .com domain is also an indication that we are a private entity. 
  
  Were sorry to hear about the inconvenience caused by  the wait time you experienced. We understand that waiting is never ideal. However, we assist hundredsif not thousandsof customers daily across multiple applications and support channels. Our priority is to review and address each inquiry and application with the thoroughness and attention it deserves. While we regret that waiting your turn was frustrating, our back-office and customer support teams remain committed to handling every request as efficiently and accurately as possible. 
  
  To ensure fairness, we prioritize customers who have opted for premium or ********************** expedited 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. However, during periods of high demand, this prioritization may result in longer wait times for customers who have chosen a one-time fee service rather than a subscription or expedited option.
  
  We strive to provide quality service to all customers while balancing the expectations associated with different service tiers. With recent high demand for passport and TSA-related services, such as recently, this may lead to longer review and response times. We appreciate your feedback and appreciate your understanding. We are committed to continually improving our services while maintaining quality.
  
  Regarding your concern about charges being blocked due to fraud, please be assured that no additional charges were attempted beyond what was authorized and confirmed by you at the time of your transaction. Government fees are not subscriptions, meaning they cannot be automatically reattempted or withdrawn from your account. Any charges processed were initiated through your direct authorization, ensuring that no further deductions could occur without your approval. You submitted an application for a new passport on February 3rd, paid the one time fee of $67 and were notified to pay the government fees on February 5th so the application can move to be reviewed. We attached a file of your transaction history with us.
  
  Customer satisfaction is and will always be our priority. We processed a refund for our one time service fee of $67 today, February 8th, for your passport application. A refund confirmation email has been sent and delivered. Please allow 3-5 business days for the funds to reflect in your account, as processing times may vary depending on your bank.
  
  Let us know if we can assist you with anything else.
  
  24/7 Email: ********************************************************
  24/7 Chat: *******************************************
  

  Customer Answer

  Date: 02/11/2025

   
  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:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 17th I applied for a lost passport renewal with Gov+. I was aware that I was paying them for a service in addition to what I would have to pay for the passport fees themselves so this was no problem. I only chose to use Gov+ because they had a good review on Trustpilot and I knew my application might be a bit tricky since it was stolen and expired. I was hopeful they could help me navigate any complexities which may arise during the process but they have provided no help whatsoever throughout the entire process. I have been on hold on the phone twice now waiting for customer service, the first time for 45 minutes and the second time for an hour and a half before I was hung up on. I have messaged them on their chat forum multiple times without ever receiving a response. I emailed their customer support and received an email restating their original claim that it would only take one business day. I have screenshot and provided the email here. I emailed them back and again, received no update or response. I even signed up for their "premium" service to see if that helped. It did not. I started this process on the 17th of January and it is now February 4th. That's 18 calendar days or two business weeks exactly. I wouldn't mind the delay if there were any updates or communication whatsoever. At this point I just need to get my passport and I have wasted two weeks so I want a refund and to be done with this wasteful situation. Thank you.

  Business Response

  Date: 02/09/2025

  Hello ******, 
  
  We sincerely appreciate you taking the time to respond to our email and allowing us to assist you with your refund request.
  
  We apologize for any inconvenience caused by the wait time. Our team supports hundreds to thousands of customers daily across multiple applications and support channels, and we are committed to reviewing and addressing each inquiry with the care and attention it deserves.
  
  As promised, we have canceled your application and processed refunds for both your lost passport application and the monthly subscription fee. Unfortunately, we attempted to process the refund for the government fees multiple times and each time it could not be processed on our end due to your bank flagging it as fraud. However, were grateful for the opportunity to resolve this with you, and as agreed, we have issued an electronic check, which has now been processed.
  
  If you need any further assistance, please feel free to reach out to our representative, ***, through the email he sent.
  
  Thank you for your understanding and cooperationwe truly appreciate it!
  

  Customer Answer

  Date: 02/25/2025

   
  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,
  
  ****** *******