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:01/02/2024

  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 applied for a TSA precheck with Gov+and was charged $98. The website made it seem like this would include all fees for the tsa ore check process and application. When I went to the appoinment I had to pay another $78 and was told that I was scammed and shouldn't been charged $98. Gov+ is a scam and I want the $98 refunded.

  Business Response

  Date: 01/03/2024

  Hello *******, 
  
  Thank you for contacting GOV+ through BBB. We value your feedback and strive for customer satisfaction. We encourage addressing concerns directly before resorting to public complaints. After reviewing our communication logs, it's apparent no attempts were made to reach out privately. Various avenues are available for communication, and we invite all customers to contact us directly.
  
  As a public complaint has been submitted, we commit to addressing each statement or concern through the BBB platform. We stress the importance of accuracy in public statements, especially with strong terms like "scam" . Such language requires factual support, not assumptions.
  
  You voluntarily submitted your *** application on December 18th. An email to select appointment times was sent on December 20th. Records show you opened it at 9:34 AM and confirmed a selection. You were sent a confirmation email on the same day at 9:48 and you opened it at 5:11 PM. Your confirmed appointment details are as follows:
  
  Hello *******,
  Your appointment is confirmed
  Please be prepared to pay the $78 government fee. Acceptable payment methods include credit card, debit card, money order, company check, or certified/cashiers check.
  Date and Time: 12/28/2023 @ 12:30 PM (EST)
  Location: IdentoGO ***************************************************************************
  

  You attended the appointment we booked for you and you are now just waiting for your KTN to be issued. Our Terms & Conditions also clearly state that "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to discourage individuals from taking advantage of the refund policy to receive free services. It's essential to act with integrity by paying for the services received instead of using them up and then asking for a refund. Please note that a selection and a  customized appointment were provided  are considered rendered services.
  

  Regarding your statement "The website made it seem like this would include all fees for the tsa pre check process and application." It's crucial to emphasize the importance of reading and not assuming. Thorough comprehension is essential, and there should be no confusion about our website and services.  Customers are encouraged to invest time in reading and understanding our website to fully appreciate our exceptional services, preventing unfounded claims of deception. Our site includes clear notices and disclaimers, which, unfortunately, you may have missed or disregarded. 

  Regarding the processing agent's statement that you were scammed, the individual who conducted your interview works for a third-party private company called IDEMIA, which owns IdentoGO. Neither are direct government employees or agencies. These non-government employees may not be familiar with our business and practices, leading to inaccurate claims about GovPlus and causing unnecessary concerns for our valued customers.
  
  It's crucial to note that the ** Government has not granted exclusivity in the submission of *** applications, allowing GovPlus, like any other provider, to assist with *** applications at this time. Please be aware that IDEMIA, which owns IdentoGO, is also a privately-owned company, similar to GovPlus, and functions as a competitor in the *** application industry. If you have any further questions about our credibility, we encourage you to contact us directly.
  
  Our priority has always been customer satisfaction. As of January 3rd, ****, we have processed a full refund of the software fee to your charged account despite the service being completed on our end, as we only intend to keep customers who value our services. We are a legitimate company assisting thousands of satisfied customers, and we appreciate those who see the value in our offerings.
  
  Please allow 1-3 business days for the refund to post as bank processing times vary and check your email for confirmation details. Your refund confirmation email has been sent today January 3rd at 10:01 AM 
  
  GOV+ considers this matter to be resolved. For further feedback or questions, you may contact us privately:
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************
  Phone: ************** (8 AM to 11 PM EST Mon-Fri, 11 AM to 8 PM EST Sat-Sun)
  

  Best regards,
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:12/31/2023

  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 saw an ad for govplus to get a psa pre check. I filled out information and they charged my credit card 97$. Said I would get an email to set an appointment. When I got email and clicked on it there was no way to set an appointment. I believe I have been scammed and this company is a fraud. They make it seem like an official government website. It is a fraud.

  Business Response

  Date: 01/02/2024

  Hello ****, 

  Thank you for reaching out to GOV+ through BBB. We greatly value customer feedback and are committed to ensuring satisfaction. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints. After conducting a thorough review of our communication logs, it's evident that you made no attempts to reach out.  We want to assure you that various avenues are available for reaching out to us. We request that you just reach out to us privately to discuss any questions or concerns you may have. 
  
  As a public complaint has been submitted, we will attend to each statement or concern you have and resolve your concerns through the BBB platform.
  
  Please know that we advocate for accuracy and truthfulness  when making public statements particularly when employing strong terms like scammed or fraud. Such language should be supported by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. It's essential to highlight that you voluntarily submitted your TSA application on December 28th, as you have clearly stated, from an ad,  without any coercion or solicitation.

  Upon the prompt  review and processing of your application, you received an email on December 29th, prompting you to select an appointment. Our records indicate that you opened the email but did not proceed to choose a date and time. The available options were based on the schedule's availability at that time and the nearest location linked to the provided mailing address. Please know that  by not selecting a time right away,  they ,in essence , get taken by other people and would no longer be available. If selected, a confirmation email would have been sent. Due to your non selection, the availability of those choices were depleted. You were sent another notification to select an appointment schedule yesterday, December 31st and you have selected a schedule and a confirmation email was sent to you at 1:49 PM EST. The appointment details were as follows:
  
  Date and Time: 1/5/2024 @ 11:50 AM (MST)
  Location: IdentoGO ************************************************************************
  

  In case the provided options were inconvenient, we offer to customize the appointment to better suit your schedule. Avenues to reach out to us is visible on the website via the CONTACT tab. The receipt and the emails sent to you could have been used as well. You just had to respond to them.

  We would like to address your statement about us making it seem like an official government website. It is worth  noting that if a thorough reading and comprehension was conducted, there should be no confusion about our website and services. Our website is not intended to replicate any official government websites. We are confident in our design decisions and believe they offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company. 
  
  It's important for individuals and customers to invest enough time in reading and understanding our website to fully appreciate the exceptional services we offer. This will ensure that there are no unfounded claims of deception or misrepresentation on our site. Our website has clear notices and disclaimers that ,unfortunately, you missed or disregarded,  or you would not have inaccurately assumed anything other than GovPlus as a private company. We still want to assure you that we hold trust in high regard in all of our business dealings, regardless of how you may perceive our company. We have taken proactive measures to avoid any possible confusion or assumption regarding our affiliation with the government, as outlined in the following points:
  
  Our website homepage,www.govplus.com , clearly and boldly states close to the top that we are "Not the government, just a helpful private company. Even our domain suffix ".com" reflects this. A friendly reminder and also for future references, official government websites are easily identifiable by seals and disclaimers on their homepages. These seals and disclaimers indicate that they are the official websites for a state or an agency. Additionally, official government websites use .gov or .mil domain extensions, again,  instead of .com. 
  
  This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:
  
  GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  We have made sure that our customers are fully aware of the aforementioned disclaimer in our terms & conditions. Please note that acknowledgement of these terms is required prior to processing any payments. Our Terms & Conditions also clearly state that "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to discourage individuals from taking advantage of the refund policy to receive free services. It's essential to act with integrity by paying for the services received instead of using them up and then asking for a refund. Please note that a selection of appointments provided is considered rendered service.
  
  Our company is called GOVPLUS because we offer services and features that go beyond what the government currently provides. As each agency is regulated by a different department of the government, government services are not consolidated on a single state or federal website. This creates a significant inconvenience that we address by allowing the management of various applications in one comprehensive platform. Our streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. With GOVPLUS, customers can manage our current and future offerings for government applications in one place with ease and efficiency.
  
  Our priority has always been customer satisfaction and today, January ********, despite the application being processed and completed, an appointment booked on your behalf  and basically full service has been provided on our end, to your charged account software fee as we do not wish to keep customers that do not see value in our offerings or in their inaccurate assumptions claim we are a scam as you state. There is no need to make assumptions as we are a legitimate company offering assistance to thousands of customers that see extreme value in our services. 
  
  Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you and we can confirm it has been received and opened. Please also know that to process this refund, your completed application with us has been canceled. You may restart your own application on the official government website and book your own appointment at your convenience.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

  
  

• Initial Complaint

  Date:12/24/2023

  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.

  This place does no discernable service, but is supposed to speed/expedite the processing of a *** Precheck for me. They took my personal information and only entered it on the *** Precheck site, which I could have done with the same speed and ease. They perform nothing, it is a scam, and it is a billing layer on top of an existing goverment application.

  Business Response

  Date: 12/27/2023

  Hello *****, 
  
  Thank you for reaching out to GOV+ through BBB. We highly value customer satisfaction and would like to address your concerns. In our commitment to prompt resolution, we request that you communicate directly with us for any concern or clarification. An open dialogue plays a crucial role in understanding. We want to assure you that various avenues are available for reaching out to us. We request that you just reach out to us privately to discuss any questions or concerns you *** have. 
  
  As a public complaint has been submitted, we will attend to each statement or concern you have and resolve your concerns through the BBB platform.
  
  After a comprehensive review of our communication log, there were multiple interactions via email between us. All from November 30th and the latest on prior to you sending a threat to lodge a complaint on December 24th.
  
  Please know that we advocate for accuracy when making public statements particularly when employing strong terms like 'scam.' Such language should be supported by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. It's essential to highlight that you voluntarily submitted your *** application on November 3rd, without any coercion or solicitation.
  
  Upon the review and processing of your application, you received an email on November 29th, prompting you to select an appointment. Our records indicate that you opened the email but did not proceed to choose a date and time. The available options were based on the schedule's availability at that time and the nearest location linked to the provided mailing address. If selected, a confirmation email would have been sent. In case the provided options were inconvenient, we offer to customize the appointment to better suit your schedule.
  
  Noticing your non-selection, a customized email was sent on November 30th, requesting you to provide THREE DATES AND TIMES at your convenience. Your response included the days you were UNAVAILABLE, with a specific mention of availability just on Fridays and that the 8th of December would be inconvenient. However, you did not specify a preferred time for an appointment. In light of this, our processing agent booked the earliest available appointment that aligned with your requested day of availability, which was Friday and not the 8th, December 1st. The appointment details were as follows:
  
  Appointment Date and Time: 12/1/2023 (Friday) @  8:40 AM (MST)
  Appointment Location: IdentoGO **************************************************************************
  Landmark: The facility is off the southeast corner of the intersection of ************** and ************
  UE ID: ***********
  
  Your response to the booked appointment email included a request for cancellation, accompanied by a follow-up email specifying your preferred dates. You accused us of being incompetent when we delivered the requested services in this case, completed the *** application and set your appointment for you. It's essential to remind you that our initial customized email explicitly asked for both TIMES and DATES that would suit your convenience. Regrettably, we only received information about your availability on Fridays, without specific time details. 
  
  Despite not receiving this information, except for your availability on Fridays, we made an effort to accommodate your preferences promptly. We booked you at the earliest available time, which was December 1st, aiming to facilitate your enrollment expeditiously. It's crucial to note that we did not book you at anytime on December 8th but we rescheduled your appointment to December 15th at 10 AM at the same location. Unfortunately, you did not attend the scheduled appointment but went to attend on the 23rd instead.
  
  On the afternoon of December 24th, in response to your email threat because you attended a different  appointment date, you expressed your intention to file a complaint on the BBB website and other government agencies. We responded to your threat with a full breakdown of the services we provided to you.
  
  We need to highlight that in the initial appointment confirmation email sent on November 30th, a clear statement was included: "Please be prepared to pay the $78 government fee as we do not collect government fees." This was a crucial point where you could have sought clarity, but it appears that this information *** have been disregarded. To ensure further clarity, the $97 fee is not solely for transferring your information to the *** website as you stated on your complaint. This fee encompasses the utilization of our software for completing *** application  and grants access to your customer dashboard. This dashboard facilitates the effortless submission of various forms currently available on our website and those that *** be introduced in the future. Every form, both current and future, can be completed with a single click. Additionally, our customer service, as demonstrated in our internal tests, offers significantly faster responses, with replies delivered within a couple of minutes, as evidenced by your continuous interactions with our support team regarding your appointment.
  
  It's crucial to recognize that while independently applying for *** PreCheck or following the traditional route is certainly feasible, the process *** appear straightforward when armed with the knowledge of the correct website, correct requirements or the correct forms or when answers and tasks are efficiently handled. Making this assertion after the fact is indeed easy. However, not everyone possesses the flexibility or convenience to pursue this option. Individuals with unique circumstances *** find it challenging to navigate this process independently. As evidenced by the numerous independent, verified positive reviews available on the BBB's website. These happy customers read our website in its entirety and fully understood and valued our services. As of December 25th, 2023, we maintain a rating of **** out of 5 possible stars, based on ***** BBB Customer Reviews. The fact that *****+ customers have expressed their satisfaction underscores the value and convenience that our services provide. Our aim is to extend assistance and convenience to those who *** benefit from it, understanding the diverse situations of our customers.
  
  Again, our priority has always been customer satisfaction and today, December 25th, despite the application being processed and completed, an appointment booked on your behalf  and basically full service has been provided on our end, we processed a full refund of $97 GovPlus software fee as we do not wish to keep customers that do not see value in our offerings or in their inaccurate assumptions claim we are a scam as you state. There is no need to make assumptions as we are a legitimate company offering assistance to thousands of customers that see extreme value in our services.
  
  Please allow 1-3 business days for the refund to be posted, as bank processing times *** vary. An email containing the refund confirmation details has been sent to you and we can confirm it has been received and opened.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GovPlus appears to be a fraud/scam. They have what a appears to be a fake website that claims to provide TSA Precheck applications and procurement. It's a scam and I would like a refund.

  Business Response

  Date: 12/13/2023

  Hello ********,
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint. After a thorough review of our communication logs, we have found emails sent to you dating back to  October 2nd to November 3rd. It's important to note that we did not receive any response and those emails we sent you also serve as direct means to connect with our team. We also have various other channels  for reaching us. We request that customers reach out to us privately for a discussion on any questions or concerns you may have before resorting to public expressions.
  
  As a public complaint has been submitted, we will attend to and resolve your concerns through the BBB platform.
  
  Please refrain from making inaccurate and non-factual public statements, especially when our attempts to communicate with you through email regarding the completion of your TSA application went unanswered. It's essential to note that you did not reach out to us directly to address any of your concerns. However, we understand that GOV+may not be for you. We have issued you a full refund amounting to $97. An email confirmation has also been sent and can confirm it has been received and opened at 8:56 PM yesterday December 12th. Please allow 1-3 business days for the refund to reflect in your account, considering varying processing times among banks.
  
  In the future, we respectfully request you to engage in direct communication with businesses before expressing inaccurate opinions publicly. The BBB is designed to mediate for customers who have first made an effort to resolve concerns directly with the business, emphasizing the importance of addressing issues internally before resorting to public forums for complaints.
  
  We have taken all necessary measures to address your concern and processed the refund, deeming this matter fully resolved. If you have additional feedback or further inquiries, we encourage you to contact us privately. Feel free to reach out using the provided contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:12/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed an online form for tsa precheck. The fee for tsa is $78. Gov+ charged me -$98 their description made me believe that fee was inclusive of the 78 which is paid to tsa. It is not. So now I still have to pay 78 to tsa Their advertising is deceptive and a scam. I thought the site was a gov site hence the name but its not. I want my 98 back. I could have done all this box checking myself and filed directly to tsa.

  Business Response

  Date: 12/11/2023

  Hello *******,
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint. After a thorough review of our communication logs, we have found multiple interactions with you via email since yesterday , December 8th. It's important to note that you have direct means to connect with our team and  various other channels are available for reaching us. We request that you reach out to us privately for a discussion on any questions or concerns you may have before resorting to public expressions.
  
  However, as a public complaint has been submitted, we will attend to and resolve your concerns through the BBB platform.
  
  We would like to specifically respond to your statements: Gov+ charged me -$98 their description made me believe that fee was inclusive of the 78 Their advertising is deceptive and a scam. and  I am seeking a full refund for I believe to be  a fraudulent charge".
  
  We have implemented thorough measures to ensure our customers are adequately informed about the fees and any additional charges associated with application processes. In fact, in the middle of the website, in bold, it states Your government applications can virtually file themselves starting at just $57**Government fees not included.  There is nowhere on the website that stated that our fees are INCLUSIVE of everything. 
  
  The manual entry of payment information is a requisite step in initiating an application. This process involves manually inputting payment details, strategically placed below the amount to be paid is a bold disclaimer stating "GOVERNMENT FEES ARE NOT INCLUDED." Your consent to our terms and conditions is also required. We bear both legal and ethical obligations to communicate our terms and conditions, but the decision to read or agree to them ultimately rests with the customer. This payment process concludes with an intentional click on the "submit" button. These steps are in place to acknowledge the customers conscious intention and consent.  We firmly believe that you had ample opportunity to meticulously review the disclaimers and value-added aspects of our services, inclusive of associated fees. 
  
  We clearly advertise GovPlus is a private online software technology company not affiliated nor endorsed by any Government or ************* We do not charge for any forms, however, we charge for use of our software in assisting you with completing the form. We are not a financial, accounting or law firm and do not provide legal or financial advice. This was also at the bottom of each webpage and in the Terms & Conditions. 
  

  We have taken all the necessary steps to prevent any confusion or assumptions of government affiliation. Had you thoroughly reviewed our website in its entirety, you would have found ample information that dispels any potential confusion or assumptions regarding our status as a private company, our fees, and services. These informative disclaimers are prominently featured throughout our website. The disclaimers have been explicitly outlined, and our stance on this matter remains firm.
  
  On our website, www.govplus.com, you'll find a clear statement near the top of the homepage: "Not the government, just a helpful private company." We consistently maintain this position, and our use of '.com' domain underscores our status as a private entity. This information is readily available throughout our website. Even our social media accounts state that we are a software company.  
  
  To aid in distinguishing, official government websites typically exhibit the label "official Government website." Additionally, their URLs commonly incorporate a '.gov' domain, and they often showcase various government seals in the upper corner.
  
  As of today you were able to successfully submit your application using our software and it was promptly processed.
  
  On  the morning of December 9th, a follow email was sent to you by our representative, Summer, as supplementary information. This email contained an offer of a customized booking ,the overview of the *** PreCheck enrollment process and the reminder to prepare $78 for the *** PreCheck enrollment fee which will be paid in person at the enrollment facility. To finalize your application, we sent you another email prompting you to choose an appointment. The selections were based on the facilitys schedule availability at that time. You have confirmed a schedule and the details were as follows: 
  
  Appointment Time:2023-12-18 14:00:00
  Appointment Place:********************************************************
  
  Your confirmation email was sent at 8:41 AM December 9th, and in that email, you were informed again of the *** fee to be paid at the enrollment facility. The unambiguous mention of the $78 government fee in your appointment confirmation email was an additional measure undertaken to prevent any potential confusion. This deliberate separation of information is in line with our commitment to transparency and ensuring that you are fully informed of the financial considerations associated with our services.
  
  At 9:11 AM, you sent us an email asking why you still had to pay $78. *** responded to you within 5 minutes explaining the fees. You opened the email but did not respond. Instead you filed a BBB complaint.
  
  We want to clarify that the software fee of $97 was not just for the submission of your forms. This fee  encompasses the utilization of our patented software, specifically designed for precise completion of *** application forms. It guarantees the accuracy of your application data, facilitates secure booking, and provides access to your personalized customer dashboard. Within this dashboard, you gain the capability to submit, file, and monitor various other forms that are presently available and might be introduced in the future. The one-click form autofill feature is a customer favorite. It seamlessly applies to a myriad of forms: passport applications, birth certificates, and any other forms accessible on our platform, both now and in prospective updates. This streamlined approach facilitates the seamless completion of multiple forms in a unified platform; ensuring privacy, efficiency and convenience. Our services also include our complimentary and highly responsive 24/7 customer service support. The spectrum of advantages extends beyond these, with specific benefits depending on the chosen product.
  
  Our primary objective is to ensure that customers understand and appreciate the comprehensive value and span of services covered by this fee. 
  
  Despite the full completion of your *** application and  service fully rendered we have processed a full refund of $97. We believe in maintaining relationships with customers who find value in our services. This refund was processed today, December 9th, 2023, and an email confirmation has been sent. We can confirm delivery and receipt at 9:09 PM EST. Please allow 1-3 business days for the refund to reflect in your account, considering varying processing times among banks.
  
  Although our response is very long, we felt it crucial to address each concern and fully explain each matter in detail for maximum understanding. We have taken all necessary measures to address your concern and processed the refund, deeming this matter fully resolved. If you have additional feedback or further inquiries, we encourage you to contact us privately. Feel free to reach out using the provided contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  

  April
  Customer Service Specialist
  **********************

  Business Response

  Date: 12/11/2023

  Good day. We have provided additional information for expedited resolution. 

• Initial Complaint

  Date:12/05/2023

  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.

  I applied for TSA Precheck today, 12/5/2023 through a Staples pamphlet and was directed to Gov+. I assumed it was legit and endorsed by *******; I filled out the paperwork and was charged $97.00 but was never given any additional information as to when my interview will take place, or anything else - it just said they will contact me. After I was finished, I did a background check and the first thing that popped up was a BBB alert that the company is not accredited or endorsed by you and that several people experienced the same thing as me. The information I gave them was:Name, address, email address, DOB, phone number, state and city of birth previous unmarried name, credit card information (Card number, expiration date and ccv number). I closed my credit card but according to my bank the fee is pending and will more than likely go through.Please help with me to a) Get my money back, and b) File my complaint so they are registered as fraudulent.Thank you very much,*****************************

  Customer Answer

  Date: 12/06/2023

  I failed to mention that when I realized they were not who I thought they were I clicked on the Contact Us tab; they listed several ways to get in touch, but none of them worked or were accessible.  
  

  also-I received an email from Gov+this morning with a receipt stating they have issued a refund.  There is no refund on my credit card account.

  Business Response

  Date: 12/06/2023

  Hello *****,
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint. After a thorough review of our communication logs, we have not found any interactions with you. It's important to note that various channels are available for reaching us, your receipt serves as one direct means to connect with our team promptly. We request that you reach out to us privately for a discussion on any questions or concerns you *** have before resorting to public expressions.
  
  However, as a public complaint has been submitted, we will attend to and resolve your concerns through the BBB platform.
  
  Upon reading your claim you found us "through a Staples pamphlet" and "directed to GOV+," We currently do not advertise nor are we affiliated or advertise to be affiliated with Staples in any way. If you have this pamphlet in your possession, please provide it so we can take the matter up with Staples if your claim is accurate and Staples is falsely advertising our services. It is never good to assume any affiliations, not with Staples or the government, please fully read all websites and validate assumptions before making public claims and accusations. 
  
  We will take this as an opportunity to reorient you to  our website, www.govplus.com, you'll find a clear statement near the top of the homepage: "Not the government, just a helpful private company." We consistently maintain this position, and our use of the '.com' domain underscores our status as a private entity. Additionally, at the bottom of our website, even on the terms and conditions, it's reiterated that we are a private company. This information is readily available throughout our homepage. We also want to address this in advance, that it is technologically impossible to log on to a government website and be routed or directed to ours. This clarification is provided to address any potential misconceptions or claims that *** arise.
  
  GOVPLUS is a legitimate, private software technology company, fully registered under state and local laws. Our platform provides a centralized hub for managing multiple government forms, NOT JUST FOR TSA PRECHECK,  a unique feature not directly provided by the government or our competitors. We also utilize bank-level, 256-bit TLS encryption to safeguard our customers' information. Our comprehensive suite of technologies and procedures guarantees that applications are securely managed and processed. We prioritize the confidentiality of our customers and never divulge personal information to any third parties, unless authorized to work with government entities, as per our terms & conditions. We take pride in surpassing the services currently offered by the government, which is why we carry the name GOVPLUS. Our streamlined process eliminates the need for navigating various websites, creating multiple login credentials, and individually accessing each form or application.
  
  In reference to your "background check of our company," it's crucial to understand that the BBB is structured to handle complaints and mediate only if a business declines to address a customer's concern. Unfortunately, in this case, you did not approach us directly. The chance to promptly resolve your concerns, regrettably, was not afforded to us in this instance. We advise you to thoroughly review the entirety of the BBB website to gain more comprehensive insight as well as take note of our ***** positive reviews of actual customers.
  
  You voluntarily submitted your TSA PreCheck application today, December 5th, and it is currently under review. Upon confirmation that all necessary information is complete and accurate, you will be informed of the available dates and times for your mandatory appointment at the nearest enrollment facility. This information would have been evident had you allowed the application process to run its course.
  
  Our $97 service fee encompasses the use of our proprietary software, granting access to your customer-specific dashboard for the submission of current and future forms. Our patented autofill technology, a customer favorite, streamlines the completion of government forms with a single click. This technology is pivotal to our platform, setting us apart from competitors and government sites. Furthermore, we provide complimentary features at no extra cost, including 24/7 customer support for both new and existing customers. This service is readily available and could have been utilized by logging on to our website to reach out to us directly for assistance, inquiries or clarifications.
  
  Our priority has always been customer satisfaction and yesterday, December 5th at 8:18 PM EST, we processed a full refund of $97 GOVPLUS software as a gesture of goodwill as we do not wish to service customers that do not see value in our offerings. Please know that our refund process is real-time, but allow 1-3 business days for the refund to reflect in your account, as bank processing times *** vary. An email confirmation has also been sent  and we can confirm it has been received and opened today at 5:28 AM EST. We have also processed your request to have your information deleted from our system. 
  
  GOVPLUS has taken all the necessary steps to address all your concerns and completed all your requests. With this, we consider this matter to be fully resolved. 
  
  If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 12/09/2023

  It appears as though Gov+ has removed the pending charges of $97.00 from my credit card.  Hopefully this is the end of my association with them.  Thank you so much for your efforts in making that happen!  I appreciate it! 

  Customer Answer

  Date: 12/09/2023

   
  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:12/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled out an application for what I thought was a government application for TSA pre-check not knowing that this was just a company that files paperwork for you and was charged $97 for something I could have easily done on my own. I am seeking a refund and this was completely misleading

  Business Response

  Date: 12/06/2023

  Hello *******,
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint. After a thorough review of our communication logs, we've personalized emails sent to you. Unfortunately, we did not receive any response from you. It's important to note that various channels are available for reaching us, and the emails sent serve as one direct means to connect with our team promptly. We request that you reach out to us privately for a discussion on any questions or concerns you may have before resorting to public expressions.
  
  As a public complaint has been submitted, we will attend to and resolve your concerns through the BBB platform.
  
  We would like to specifically respond to your statements: what I thought was a government application for *** pre-check and "this was completely misleading
  
  Had you thoroughly reviewed our website in its entirety, you would have found ample information that dispels any potential confusion or assumptions regarding our status as a private company, our fees, and services. These informative disclaimers are prominently featured throughout our website.
  
  On our website, www.govplus.com, you'll find a clear statement near the top of the homepage: "Not the government, just a helpful private company." We consistently maintain this position, and our use of the '.com' domain underscores our status as a private entity. Additionally, at the bottom of our website, even on the terms and conditions, it's reiterated that we are a private company. This information is readily available throughout our homepage.
  
  We have also implemented thorough measures to ensure our customers are adequately informed about the fees and any additional charges associated with application processes. It's the customers responsibility to recognize that the manual entry of payment information is a requisite step in initiating an application. This process involves manually inputting payment details, strategically placed below the amount to be paid is a bold disclaimer stating "GOVERNMENT FEES ARE NOT INCLUDED.". Your consent to our terms and conditions is also required. We bear both legal and ethical obligations to communicate our terms and conditions, but the decision to read or agree to them ultimately rests with the customer.  This payment process concludes with an intentional click on the "submit" button. These steps are in place to acknowledge the customers conscious intention and consent.
  
  Our $97 service fee encompasses the use of our proprietary software, granting access to your customer-specific dashboard for the submission of current and future forms. Our patented autofill technology, a customer favorite, streamlines the completion of government forms with a single click. This technology is pivotal to our platform, setting us apart from competitors and government sites. Furthermore, we provide complimentary features at no extra cost, including 24/7 customer support for both new and existing customers. This service is readily available and could have been utilized by logging on to our website to reach out to us directly for assistance, inquiries or clarifications.
  
  It's important to note that your decision to utilize our services on October 17th, 2023, was entirely voluntary. We would want to establish this fact that at no stage did we coerce, obligate, or solicit your application. Following the review and processing of your application, we sent you a personalized email offering you our assistance in a customized appointment for your *** PreCheck enrollment. We did not receive any response. This morning, December 5th, one of our representatives called you to offer you a schedule of your preference and to assist you in your account activation. You declined the offer for account activation because you were at work  but provided us a schedule of your choosing. 
  
  Appointment Time:12/15/2023 @ 9:00 AM (EST)
  Location: **************** Truck Pop-Up: DoubleTree 11/28-12/20, *********, ** 28217-3552
  UEID: UZZY-177ZNQ
  
  The chosen date, location, and time were meticulously arranged by us with your convenience in mind. Voluntarily submitting your application and choosing your own appointment meant that you had active participation in allowing us to facilitate the enrollment and scheduling process.
  
  Between October 18th, and December 4th, the window preceding the confirmation of your appointment, we operated under the assumption that you had availed yourself of the opportunity to thoroughly review the disclaimers associated with our services. This review would extend to an understanding of the value-added features accompanying our services and the respective fees involved. The transparency and availability of this information would have afforded you the complete understanding of our offerings.
  
  While it's true that anyone can independently file a *** PreCheck application, we want to reiterate that our value proposition extends beyond the *** product, a fact that is explained in our website. Our services are meticulously crafted to cater to a broad spectrum of individuals. This includes those who find navigating multiple government websites daunting and confusing, those who face constraints such as time limitations preventing them from going out or taking time off work to visit the bank for checks or money orders, those who cannot wait in line for a passport photo, individuals unable to travel for in- person application submissions, or those who simply prioritize the convenience offered by technology.
  
  We take pride in surpassing the services currently offered by the government, which is why we carry the name GOVPLUS. Our platform provides a centralized hub for managing multiple government forms, a unique feature not directly provided by the government or our competitors. Our streamlined process eliminates the need for navigating various websites, creating multiple login credentials, and individually accessing each form or application.

  We understand based on your complaint that you may not perceive the convenience or value in the  services we provide. Although, the application has been processed and completed, and the service fulfilled on our end, we offer you a full $97 refund as a gesture of goodwill. We have processed your refund today, December 5th at 8:09 PM EST. Please allow 1-3 business days for the refund to reflect in your account, as bank processing times may vary. An email confirmation has also been sent, please confirm upon receipt. Your *** PreCheck application has been voided, including the associated appointment. You have the option to initiate a new application and schedule an appointment at your convenience.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed all your requests. With this, we consider this matter to be fully resolved. 
  
  If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20962104
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/07/2023

  morning, December 5th, one of our representatives called you to offer you a schedule of your preference and to assist you in your account activation. You declined the offer for account activation because you were at work  but provided us a schedule of your choosing.
     Me : That not true!  Never decline anything the guy said he was going to send me email with my appointment, never received anything 

  Business Response

  Date: 12/07/2023

  Your refund has been processed. In full. Review the attached files for your information. Please look at the dates of the transactions. Important information were also highlighted for your convenience in comparison. 
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/07/2023

  Your appointment details were sent to ********************* as this is the email address we have on file. This email account was used when you set up your account. During the call, you were advised that dates and time were subject to availability and to if you were not available, you contact us to reschedule. 
  
  

  Business Response

  Date: 12/07/2023

  Here is a transcript with time stamp and the call recording for additional reference. 

  Customer Answer

  Date: 12/07/2023

   
  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:12/03/2023

  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.

  The site is very misleading, they make it seem like they will provide you with a social security card but they only provide the application for the card .This type of Deception should not be allowed, Why is the government allowing this company to continue to ************ , For god's sake this is *********.

  Business Response

  Date: 12/04/2023

  Hello ******, 
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint. Please know that our team is available for assistance 24/7. After reviewing our communication logs, we identified multiple interactions with you: multiple launches of our chat assistant and our emails to you. Dates from November 25th until December 3rd, 2023, demonstrating that direct communication is accessible.
  
  However, since a public complaint has been filed, we are committed to addressing each concern thoroughly through a detailed explanation to provide understanding and alleviate any potential misunderstandings or implications. We appreciate the opportunity to address and resolve your concerns on the BBB platform.
  
  To thoroughly address your complaint, it's crucial to provide context, and we will offer clarification accordingly. Concerning your statement, "The site is very misleading; they make it seem like they will provide you with a social security card, but they only provide the application for the card." It is essential to emphasize that nowhere on the website is it explicitly stated that we are the issuing authority for government documents. In fact, clear information has been prominently presented throughout our homepage, particularly under these sections:
  
  Close to the top: 
  
  "Not the government, just a helpful private company."
  
  Bottom of the website (all webpages) and in Terms and Conditions:
  
  GovPlus is a private online software technology company not affiliated nor endorsed by any Government or ************* We do not charge for any forms, however, we charge for use of our software in assisting you with completing the form. We are not a financial, accounting or law firm and do not provide legal or financial advice.
  
  Homepage under "Customization" :
  
  Have everything you need delivered right to your door
  You dont have to bother with your own printer, checks, money orders, stamps, or pretty much anything else. GOV+ takes care of the details and hassle for you, so you dont have to think about a thing.
  
  We believe you **** conclusions without a comprehensive understanding of the information at hand. It is important to allocate sufficient time to meticulously read our website, avoiding ***** assumptions or unfounded accusations. We would greatly appreciate this.
  
  As we are all aware, government services and applications are spread across various agencies, each under a different department. This decentralization can be inconvenient. To address this, we provide a comprehensive platform where you can manage all your applications in one place, simplifying the process with a unified customer service department.
  
  GOV+ offers a single platform of exclusive features not currently available through government channels. Our streamlined process eliminates the need for numerous forms, navigating different websites and creating and using multiple login credentials. Our website alone  allows you to manage all government applications that we currently have , and will add in the future, seamlessly, in one convenient place. With our patented autofill technology, you'll never have to redundantly input tedious information. Your next application is already in progress. Additionally, enjoy real-time tracking, online payments, expert application review, and round-the-clock customer support via chat, phone, and email. As mentioned earlier, we provide customized packets for selected applications. Depending on the application submitted, all necessary materials, including accurate forms, passport photos, document copies, shipping labels, and checks, are delivered directly to your home or designated address, eliminating the need for additional trips to obtain the needed items (envelopes, stamps, passport pictures etc.) We take responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and / rejections that could cause delays. Literally opening your mailbox reveals everything required to move your application forward seamlessly. Our commitment to offering services beyond those currently provided by the government is why we proudly call ourselves GOVPLUS. We would like to reiterate that , at present, there is no government website that consolidates various services or applications into a single platform.
  
  While it's feasible for individuals to independently file a card replacement, not everyone possesses the patience for navigating websites or the flexibility to dedicate time for in-person applications, particularly those dealing with medical conditions. Our services and products are designed to accommodate a diverse clientele, including those facing financial constraints preventing travel, individuals with time constraints who cannot afford to wait in lines, and those who appreciate the convenience and efficiency offered by technology. GovPlus is committed to delivering user-friendly, comprehensive, and equally effective alternatives.
  
  You have the option to use the government website directly ,without our assistance, or use our companys proprietary software and additional features for convenience. The choice was completely up to you. 
  
  As consumers possess the freedom to choose and engage with services at their discretion, without any coercion. Your decision to voluntarily apply for a Social Security Card replacement on November 25th underscores this autonomy. Given that we explicitly state no affiliation with any government or state agencies  and never purport to be such, the responsibility to fulfill the requisites for Social Security Card Replacement application, or any other government document applications for that matter,  is with the applicant. 
  
  As much as we would love to process the entire application for you, unfortunately, the Social *********************** requires that only applicants can submit original verifying documents. This requirement has been clearly explained in our process on our website and would have been outlined as well in the instruction sheet that you would have received.
  
  We understand that our services may not be suitable for everyone. If you do not see a value in completing applications completely online (when applicable) or in one click, we understand GOV+ is not for you and we respect your decision. We are committed to ensuring customer satisfaction. In line with this commitment, we have issued a full refund of $57 today, December 4th, as a gesture of goodwill. Please know that our refund process is real time, however, allow 1-3 business days for the refund to be posted back to your account as bank processing times vary. A refund email confirmation has been sent to you as well, please confirm receipt. The application has been canceled and you may resume your application directly at the Social ***********************s office nearest to you.
  
  We believe that we have addressed your concerns and processed the refund. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. 
  
  You can reach out again using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:12/01/2023

  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 paid Govplus to assist with my passport renewal. I submitted by application on 10/5/23. On 11/30/23, I called to check on the status of my application and was informed that Govplus had done nothing yet, that it was still being processed and it would take at least another **** weeks for the application to go through once it was done with the initial processing.I had to cancel a trip to ****** planned for 12/15/23.

  Business Response

  Date: 12/04/2023

  Hello *******
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint. Please know that our team is available for assistance 24/7. After reviewing our communication logs, we identified multiple interactions with you via chat, email, and a phone call on December 1st, 2023, demonstrating that direct communication is accessible.
  
  Nevertheless, given the submission of a public complaint, we are committed to a comprehensive examination of your concerns to offer a more detailed context and understanding. We value the opportunity to address and resolve your concerns through the BBB platform.
  
  Our passport application product offers a streamlined and efficient process, eliminating the need for a printer, checks, a separate visit to the post office for a shipping label and passport photo, or a trip to the bank for payment. You can conveniently fulfill all the requirements for your passport renewal within the familiar confines of your home or office. The use of personalized forms further simplifies the application process, as we take responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and rejections. Every element necessary to advance your application seamlessly will be readily available in your mailbox.
  
  It's essential to note that the processing and review duration of your application depends on your adherence to the prerequisites.
  
  You submitted your passport renewal application on October 5th, 2023, which underwent an immediate processing and review. We sent you an email on October 6th, requesting a reupload of another passport photo as the initial submission did not meet criteria due to its proximity (Photo taken too close). Subsequently, another request for a photo was sent on October 12th, as the provided image was determined to be a selfie and did not comply with the required standards. Following the thorough review and processing of your application, an email was sent on November 26th, requesting verification of your mailing address, to which you promptly responded. Your application underwent a final review and confirmation on November 27th. Your package has been prepared and is awaiting pick up by USPS.
  
  On November 30th, at 6:17 PM EST, you initiated contact and was assisted by ******. During the conversation, you expressed concern regarding an upcoming trip on December 15th. ****** informed you your application was on its way to you and the tracking information was provided along with the passport agencies current processing times.You mentioned your understanding that, considering the application initiation in October, 10 weeks would have transpired by December 14th. ****** clarified that processing time starts upon the application's receipt by the passport processing center.
  
  Subsequently, you referenced the information you believed you saw on our website regarding expedited processing and mentioned paying additional fees for faster processing. ****** examined the fees and explained that payments covered the software fee ($57), mandatory government fee ($130), and expedited shipping ($49), to which you acknowledged by stating you might have messed up and thought you paid for expedited processing ($60). Our agent clarified that your application was for regular or routine processing, which currently takes **** weeks, as opposed to the expedited processing you had initially presumed, with a timeline of 3-5 weeks. You expressed your disappointment at missing your trip, and we genuinely empathize with your situation. The unforeseen delay occurred with improper photo submissions. The conversation concluded with ****** asking if you had any further inquiries or required additional assistance, to which you responded, "Nope. Thanks."
  
  Which is why we were taken aback by your phone call on December 1st, seeking updates on your application status due to your upcoming trip. ****** relayed the status to you, which had already been communicated via chat multiple times the previous day (November 30th). Your dissatisfaction and frustration were apparent, expressing the perceived lack of progress and indicating that you would cancel your trip. Unfortunately, you hung up before we could elaborate on and explore potential solutions. Please understand that while we can expedite the submission of your application, the actual processing time is dependent on the government's passport agency timeline and staffing and this is out of our control. What we can control is assisting you to get your application done correctly so it can be delivered to the designated passport agency.
  
  As of the latest update from the ********** of ******* ****** of ******** Affairs website, routine processing times for passport applications are reported as **** weeks, while expedited processing stands at 3-5 weeks. Processing times only include the time an application is at one of the passport agencies or centers. Mailing times are not included in processing times. It may take up to 2 weeks for applications to arrive by mail at a passport agency or center, with an additional 2 weeks expected to receive a completed passport in the mail after printing.
  
  We have sent you a private email asking you if you would like a full refund which will cancel your passport application and void the check we issued for you, or a refund of the software fee of which you can still use the check and our mailing label to obtain your passport.
  
  We have not heard back yet so we will refund you the software fee in the amount of $57. If you wish for a full refund and to cancel your application please reach out to us and let us know but we are not at liberty to assume this. Thank you
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:11/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a $97 charge on my credit card thinking I would be receiving a TSA preboard pass and nothing has ever been sent to me via the information I provided. I am asking please for a full refund.The transaction date was 11/16 and posted to my card on 11/17/2023.Thank you,********************************* ************

  Business Response

  Date: 11/29/2023

  Hello *****, 
  
  Thank you for reaching out to GOV+ via BBB. We place a high priority on customer satisfaction and respectfully request customers to communicate with us directly first rather than lodging a public complaint prior to even reaching out to us. Upon reviewing our communication logs, we did not find any attempts to connect today via chat or email. Going forward, please give companies an opportunity to resolve a concern before making a public complaint. Avenues to contact us are readily available on the website. When you launch our chat assistant, you'll be prompted to confirm if you are a customer, and you'll have the option to call us directly. Since a public complaint has been filed, we appreciate the chance to address and resolve your concerns on the BBB platform.
  
  In your complaint, you mentioned not receiving anything from us. Please note that after voluntarily submitting your application on November 16th 2023 and after your *** application being reviewed, an email was sent to you prompting you to select a convenient appointment among the provided options. You clicked the said email and it routed you to your GovPlus dashboard. In the event that the options presented were inconvenient for you, our 24/7 chat and email support would be glad to assist you in scheduling an appointment at a time and location that suited your needs. However, when you were routed to your GovPlus dashboard, you never selected an appointment from the options presented to you, nor did you reach out to us for any request or assistance. It is unfortunate, but if you do not make a selection or contact us with your preference, you block your own process and this is a necessary step as mandated by the ***.
  
  We wish to underscore the importance of applicants furnishing specific details and meeting designated requirements. We provide proactive options for selected processes that require completion on the customer's part. Without access to these essential details or responses, we are unable to progress your application to completion. It is vital to acknowledge that processing an incomplete application is not feasible. The statement that you provided all necessary information and received nothing in return is inaccurate. In your case, you failed to select any of the *** appointment options we provided to you or request for assistance.
  
  We regret GovPlus was not able to meet your needs, at this time. Our priority has always been customer satisfaction and we processed a full refund of the GovPlus software fee of $97 to your charged account today, November 29th, 2023. Please know our refund process is real-time but please allow 1-3 business days for the refund to appear in your account, as bank processing times may vary. An email containing the refund confirmation details has been sent to you.
   
  We are confident that we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************