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:06/17/2025

  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.

  Sought reimbursement from company after failed to render services three times now cannot access dashboard and I wont be receiving a refund or confirmation of one

  Business Response

  Date: 06/24/2025

  Dear ****** *******,
  
  We regret that your experience with GOV+ did not meet your expectations. We understand your concerns and apologize for any inconvenience caused by the wait time. However, wed like to clarify a few important points to ensure theres no misunderstanding. Your application had several issues including the initial photo uploaded and the birth certificate. 
  
  While we regret that you chose to cancel your application, submit a public complaint, and request a refund beyond the terms of our standard refund policy, we want to emphasize that your satisfaction remains important to us.
  
  As a courtesy and in good faith, we have canceled your application and processed full refunds for the following:
  
  $67 GOV+ software fee
  $165 mandatory government fee
  
  Confirmation emails for all refunded amounts have been sent to your inbox for your records. The refunded amounts should reflect on your original payment method within 35 business days, depending on your financial institution.
  
  We trust this resolves the matter and consider it closed.
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17 I reached out to Govplus to cancel my application for a passport as they had charged me a fee of $19 and another of $130 when originally it was only supposed to cost $98. When I spoke to a they told me all I had to do was click on the cancellation button on my main screen to cancel the transaction. There was no cancellation button. Because I was within the seven day window to cancel I requested a full refund. I went back-and-forth with them on the refund because they said I was not able to get the refund since they had already started my application. They said that the passport picture that was uploaded and said I had to go get a picture from a passport company. The following day I found that they had charged me $345 in fees.However, after much back-and-forth on June 12th they said they issued a full refund of $246.00 and told me to allow 3 to 5 business days for the refund to be posted back to the original payment method. I received my **************** Credit card bill 14 June and found three separate charges from Govplus dated May 12, One was for $297 a second one was $119.88 and the third was $77 , For a total of $493.88!Note I have copies of my complaints beginning on May 17th stating that they are responding to my complaint through the Better Business Bureau. However, when I contacted the Better Business Bureau to file my complaint the BBB stated that they had not received any complaints or reviews from me. On each of my responses from the bureau is a customer answer, stating I had settled the refund and thanked BBB for your assistance. This is all very strange. I am having some problems with the documents as they all run together with two or three responses on each page. Please contact me if you have additional questions. Thank you.

  Business Response

  Date: 06/25/2025

  Dear  ******* *******,
  
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details surrounding your application and associated charges.
  
  You initiated your passport application on May 12th and opted in for the Priority Processing, a different service tier from our standard fee of $97. Before any charge is applied, customers must:
  
  1. Manually enter their payment information
  2. Click I Agree to the Terms and Conditions
  3. Click Submit to complete the transaction
  
  You also opted in for the discounted TSA PreCheck application for $77 and also accepted the offer for the GOV+ Premium subscription for $119.88. For other offers, a Skip ****** is available and these additional services are not mandatory. These charges were not automatically applied. Each required your explicit authorization.
  
  For transparency, all applicants are free to handle their government applications independentlymany government forms are available for free and can be completed directly through official agencies without the assistance of GOV+ or any third-party service. Given the nature of your complaint, it has been made clear that there is a big misunderstanding with our service fees and offers. We have multiple attempts to reach out to you however the timing could have been inconvenient, so we left you voice mails. All charges have been refunded in full during your email interaction with our representative ******* yesterday, June 24th. And as mentioned in the refund confirmation email, please allow 3-5 business days for the funds to be posted back to your accounts as bank processing times vary. The receipts were sent as attachments as well for your review. We consider this matter closed.
  

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2025 I submitted a passport renewal application to **************************. There was a $65 application fee and then an additional $130 processing fee. In February, it indicated online that the application was approved, in process and would be submitted and mailed to me within four weeks. In May, I started inquiring about the status of my passport. I then received emails saying that my photo needed to be retaken. That was interesting because they accepted the photo the first time. I did submit a new photo and I have heard nothing since. Emails to the ******************************** have not been returned. At this point I would just like a full refund so I can go to renew my passport in person. I have some mobility issues. Having this done online was a convenience and relief for me. Instead it has turned into a huge stressor and frustration. Please help.

  Business Response

  Date: 06/24/2025

  Dear ******* *****,
  
  Thank you for reaching out. We regret that your experience with GOV+ did not meet your expectations, and we sincerely apologize for any inconvenience caused by the delays you encountered. Wed like to take this opportunity to clarify a few key points regarding your application process.
  
  You initiated a New Passport application through GOV+ on February 10th, and paid the one-time service fee of $67. As with all applications submitted via our platform, there are several additional steps that must be completed by the applicant before we can proceed with reviewing the submission. One of those critical steps is settling the mandatory government fee, which you completed on February 17th.
  
  Your application entered our review queue on February 18th. During that review, it was determined that the photo you uploaded did not meet the strict criteria set by the ************************. While uploading a photo may seem simple, acceptance is not guaranteed. Our expert review is in place specifically to catch such issues before they result in a government-level rejection. A second photo submission was also deemed non-compliant.
  
  Additionally, our team noted that your current passport is still eligible for renewal, which requires a different application approach. In light of these findings and in the interest of transparency and fairness, your application was canceled and a full refund was issued. Our representative, *******, personally contacted you by phone to inform you of this, and a refund confirmation was sent as well.
  
  Should you decide to reapply, please dont hesitate to contact us directly. You are welcome to request assistance from either ******* or *****, who will be more than happy to support you through the renewal process.
  
  Thank you for your time and understanding.
  
  

• Initial Complaint

  Date:06/16/2025

  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.

  Tried to renew my passport on line with govplus. They charged me the 130.00$. Then 97$. Then 57$. All these changes occurred before I even submitted my photo. They rejected 3 of my photo attempts. They only notified me about the the first photo not accepted. I had to email over and over again to find if second submitted photo was accepted. They said I was not looking directly at camera, which I was. Third photo was not accepted stating the lighting on my face was not right. They then advised me to have a passport photo done at post office and renew my passport by mail. This company is a total scam. I have disputed all charges with my credit card company. You can see the pattern of complaints. The photo you submitted is not acceptable. Again this site is a scam.

  Business Response

  Date: 06/23/2025

  Dear ****** ********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details surrounding your application and associated charges.
  
  Please note that the initial $67 fee you authorized on March 21st was for the use of the GOV+ platform, which provides guided support and preparation for passport renewals. GOV+ is a legitimate private service provider, clearly stated on our website, and not affiliated with any government agency. In addition to your passport application, you also opted into TSA PreCheck support for an additional $77an optional service that was manually selected and confirmed by you during the application process. The mandatory government fee of $130 was paid on March 25th.
  
  Upon review, our team identified that the passport photo you submitted does not meet the **** ******************** official standards. Specifically, the camouflage shirt worn in the image is considered non-compliant, as attire resembling military or uniformed clothing is not permitted for official passport photos.
  
  While we appreciate your subsequent submissions, they unfortunately did not meet the required criteria either.
  
  Please understand that we cannot, in good faith, proceed with an application that risks government rejectionthis is precisely the kind of complication our platform is designed to help customers avoid. Our goal is to streamline your process and set your application up for success, not setbacks. 
  
  While we regret that you chose to cancel your application, submit a public complaint, and request a full refund beyond the terms of our standard refund policy, we want to emphasize that your satisfaction remains important to us.
  
  As a courtesy and in good faith, we have canceled your application and processed full refunds for the following:
  
  $67 GOV+ software fee
  $77 TSA PreCheck (Discounted)
  $130 mandatory government fee
  
  Confirmation emails for all refunded amounts have been sent to your inbox for your records. The refunded amounts should reflect on your original payment method within 35 business days, depending on your financial institution.
  
  We trust this resolves the matter and consider it closed.
  
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to order a passport through ************************ and had nothing but issues with the processing. They never approve the photo and I asked them to send me the paperwork so I can complete it through the post office and I cant get them to send me the paperwork and the money I paid to process the passport. I started the process almost 2 months ago.

  Business Response

  Date: 06/25/2025

  Dear ***** ******,
  
  Thank you for taking the time to communicate with us. We truly regret that your experience with GOV+ did not meet your expectations, and we fully understand how delays or application issues can be frustrating.
  
  To clarify, the passport photos you uploaded were rejected as they did not meet the ************************* official standards. As a support platform, we are committed to helping ensure that your application is fully compliant to avoid delays or rejections at the federal level. We cannot, in good faith, move forward with any submission that does not meet the required guidelines.
  
  Additionally, we understand your concern regarding the delay in shipping. Please know that your application kit was shipped out on time. However, once a package is picked up by ****, we no longer have control or visibility into how or when it is scanned or delivered. That said, we appreciate your cooperation in coordinating with us during this time. According to **** tracking number **********************, your package is currently in transit and expected to be delivered by Monday, June 30th. Once you receive the package, please follow the instruction sheet and disregard the photo that would come with the package as you agreed to have a different photo taken at the post office. 
  
  We thank you again for your continued patience and understanding. If theres anything else we can assist you with, please dont hesitate to reach out. Please use the email thread or the phone number provided by our representative, *****, so we can promptly assist you. 

  Customer Answer

  Date: 06/26/2025

   
  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:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In my 32 years of existence I have NEVER written a review. Unfortunately, because of my recent experience with Gov Plus I have no choice. They are TERRIBLE! Lack of communication, costumer service is a robot that talks to you in circles and its impossible to receive a refund for services you do not receive! DO YOURSELF A HUGE FAVOR. Take 5minutes to watch a ******* video on how to fill out a passport application/renewal and go to the post office yourself go to ********* to get your photo taken. SAVE YOURSELF THE HEADACHE. The process will be much quicker if you do it yourself. All they do is fill out the paperwork for you, you still have to set up an appointment and go to the post office. This service is pointless and BEWARE of unnecessary upcharges. WORST COMPANY ******* the end I went to the post office myself and ********* and filled and filled out everything myself. A weeks later I finally get a govplus package in the mail with 2 check I cannot cash.

  Business Response

  Date: 06/18/2025

  Dear Latharian *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond to your concerns.
  
  While you are certainly entitled to your opinion, we would like to clarify a few key points. You initiated your New Passport application on April 29th and selected the GOV+ ****************** The review and fulfillment process only begins once specific steps are completed by the applicantnamely, uploading a qualified passport photo, submitting clear images of evidentiary documents, and opting in or out of government fee payment options.
  
  On May 11th, you opted in for the government fee payment and completed the preliminary steps. Your application is with GOV+ expedited fee and on May 13th, your application was reviewed, and we reached out via email requesting additional information, specifically your mailing address and parental details. Unfortunately, we did not receive a response. Applications do not progress without applicant actionours do not fill themselves out or self-complete. The application remained in an incomplete status.
  
  Regarding your comments on robot that talks to you in circles or the automated replies: automated responses are used for general inquiries, but they do not replace human support. An option labeled Talk to a Person is available 24/7, and we also offer extended hours phone support, the phone number is on our website. You were in fact assisted by multiple live agents who helped verify your information and review your photo. Your application was ultimately completed, and your customized package was shipped and delivered.
  
  We assist thousands of customers daily and aim to support those who understand and appreciate the value and convenience of the services we offer. We recognize that our service may not be suitable for everyoneand thats completely fine. However, dismissing the positive experiences of countless satisfied customers simply because your expectations were not met is unfair. Despite the services being rendered and your order falling outside our refund eligibility window, full refunds were issued on June 16th as a gesture of goodwill. Refund confirmation emails were sent as well.
  
  We appreciate your feedback. We consider this matter closed.
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of this complaint is centered around the fact that we never received a passport from Gov + for my husband, ****** B *******. We were charged $130 for a passport that we never received and we were charged $67 for services that were clearly inadequate because once again we did not receive his passport from them. They kept sending us messages about shadows on his picture and even a month after we turned in the application they still told us that they were not able to process the application because of the shadows on his picture. About six weeks after the struggle with them we went to US passport processing via the telephone. They explained to us that Gov+ is not a government Agency and that we need to use the most current US passport processing center application to ensure that he really receives a renewed passport. I am so glad that we contacted US passport processing center because my husband now has a passport. We only paid them the required $130 for it. However, I still have $130 plus $67 that we paid to Gov+ and once again theyve given us nothing. Nor have they credited my credit card. So I just would like to most importantly say, BUYER BEWARE. We were scammed and if we never get our money back, that would be our penalty for trying to use their service.

  Business Response

  Date: 06/18/2025

  Dear  *** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify your concerns.
  
  GOV+ is not a government agency, nor have we ever claimed to be. Yes, GOV is part of our namebut thats because our mission is to assist customers in filing and completing *************************** applications more efficiently. On our homepage, it clearly states: "NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. It wasnt hidden in fine printits right there for anyone to see.
  
  Please also be advised that your application was not completed due to the issue with the unqualified passport photo, which you were made aware of via email on February 16th. Multiple notifications were also sent requesting to GOV+ dashboard to upload a qualified photounfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status . 
  
  We understand delays can be frustrating, but its important to note that passport photo requirements are determined by the ************************, not GOV+. As an authorized service provider, our responsibility is to ensure full compliance with these federal guidelines. We do not issue government documents but assist with accurate preparation, submission, and compliance. While we do everything possible to streamline the process, we cannot control delays caused by incomplete or incorrect submissions.
  
  Given the nature of your concerns, your application was cancelled on June 16th and full refunds were processedeven though this falls outside our standard refund policy, as outlined in Section 10 of our Terms and Conditions. We made two attempts to reach you via phone to communicate this update but were unsuccessful. Voicemails were left accordingly.
  
  To clarify, we have no intention of keeping your money. We only intend to serve and support customers who understand and recognize the value of the services we provide. Your requested resolution has already been fulfilled. Please allow ****************************************************** your account, as bank processing times may vary. A confirmation email has also been sent to your inbox. Please review the files attached.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:06/11/2025

  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 started an application for passport renewal and paid $97 upfront, assuming that was the amount the ********************** would charge for the renewal. However, they didnt disclose that the fee was simply the fee for submitting the application on their website. After realizing this, I discovered that I would have to pay $126 to the Department of State separately. Consequently, I requested a refund. They informed me that I could only receive a partial refund of $49 because services had already been rendered. However, this was not the case, as no services had been rendered to me. My passport had not been renewed. I am requesting the full amount I paid, the $97.

  Business Response

  Date: 06/17/2025

  Dear ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify your concerns.
  
  On June 10th, you voluntarily submitted a New Passport application through GOV+ and paid the $97 one-time service fee. As with all applications on our platform, this required the following steps:
  
  1. Manually entering your payment information
  2. Manually clicking Agree to the Terms and Conditions
  3. Manually clicking Submit
  
  These actions are deliberate and cannot occur without your direct engagement. Furthermore, directly beneath the total amount, a visible disclaimer states: GOVERNMENT FEES ARE NOT INCLUDED. This is intentionally placed in plain sight to ensure transparency and prevent misunderstandings.
  
  To clarify: GOV+ does not collect or retain government fees. These are mandatory fees established by the ************************ and are submitted directly to the government. When customers choose to pay *************************** fees through our platform, we issue checks on their behalf. In your case, you declined this service, which meant it was your responsibility to pay the $165 ($130 and $35) government fee directly. Again, this was your decision.
  
  You proceeded through all necessary steps, including document and passport photo uploads, and reached the point where your application was marked In Review. At any point during this process, had you been confused or unsure, our 24/7 support channels were available to assist. Filing a public complaint about a process you not only initiated but actively completedwhile skipping clearly presented opt-outssuggests the issue lies not with the service rendered, but rather with personal oversight.
  
  As a reminder, GOV+ is a legitimate, optional private support service. No one is required to use our platform. We exist to assist individuals who prefer guided help through complex government application processes. The structure and tools we provideincluding centralized documentation, instructional guides, and form preparationare valued by thousands of customers who choose convenience over confusion.
  
  In regard to your refund: a partial refund of $49 was issued on June 11th, and we are processing the remaining $48 today, June 17th. A refund confirmation email was sent. While we understand that buyers remorse can set in, publicly claiming no service was rendered despite the documented steps you completedincluding the use of our softwareis inaccurate.
  
  We encourage all customers to fully review what they are purchasing before completing payment, as a fair and informed approach avoids situations like these.
  
  Gentle reminder that if your passport was issued before you were 16 years old, you are not eligible to renew your passport. You have to apply for a new one.
  
  We value our customers and intend to serve those who understand and appreciate the value of our services. Your desired settlement has been fulfilled. We consider this matter closed.
  

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/11/2025

  Type:Delivery 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 02/28/2025 I was charged a fee of $67 by GOV+ for a passport application. The website was misleading indicating passport renewal for $67. Had to pay before you go through the application process. I have been waiting for an update ever since. I logged in today to find out status but it indicated "Estimated wait time: 3 business days". I have already waited over 3 months for a status update. I did not pay a fee to the government I paid GOV+ fee. I asked for a full refund and it has been three days and no response. Their reply, "I'd love to assist, but per our ******************* we can't process refund or cancellation requests submitted after the 7-day evaluation period.".

  Business Response

  Date: 06/18/2025

  Dear ******* ******,
  
  Thank you for reaching out through the Better Business Bureau. We acknowledge your concerns and appreciate the opportunity to respond and clarify a few important points regarding your experience.
  
  To begin with, GOV+ is a legitimate, registered private service providernot a government agencyand yes, our services do involve fees. What you paid for was access to our secure platform and software designed to streamline and simplify the process of completing government-related applications, such as for passports. We do not issue government documents ourselves, nor do we claim to.
  
  As clearly stated in our Terms of Use (Section 4, Item 2):
  Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications.
  
  Please note that the $130 government fee you paid is converted into a check issued directly to the ************************, as part of the standard passport renewal process. Government fees are mandatory and are not collected for our benefit. These funds do not go to GOV+ in any capacity, as we use a company check to transmit your payment to the appropriate government agency on your behalf.
  
  Our services are entirely optional. No one is required to use GOV+, and our offerings are clearly displayed throughout the application process. The value we provide lies in the convenience, structure, and guidance we offer to those who choose not to navigate government processes alone. Everything you needforms, envelopes, instructionsis conveniently provided and shipped to you in one package.
  
  Regarding your wait time: your application was submitted on February 28th. On March 2nd, we sent you an email indicating that your uploaded passport photo was rejected due to multiple issues, including poor lighting, image quality (blurry), and lack of visibility of key facial features (such as eye color). These are standard requirements set by the *************** of Statenot by GOV+.
  
  To clarify another point: expedited and premium services are prioritized because they include additional fees that cover faster review and handling. Applications submitted with the basic one-time fee, are reviewed in the order received. However, once an application is flagged for missing information, disqualified documents, or an invalid address, it is returned to the general queue. This is necessary to ensure fairness to other customers who have submitted complete and compliant applications.
  We process thousands of applications across multiple services and channels daily. While you may have had to wait, so does everyone else. Your turn does comebut not by jumping ahead in line through a public complaint.
  As for the refund statement, please refer to court Terms and Conditions, which all customers have to agree to and  is available to review for free on the website: 
  
  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review;
  
  We are always happy to assist when given the opportunity. However, effective resolution typically starts with direct communication, not with public accusations. We respectfully suggest that customersours or otherwisereach out to a business first before filing a complaint. Not only is that the more ethical course of action, but it also often results in faster and more accurate resolutions, without the need to later clarify misunderstandings in a public forum.
  
  We hope this response provides clarity. We attempted to reach out to you via phone multiple times to discuss this matter with you but all attempts were unsuccessful. Full refunds were issued today, June 18th and despite the demand falling outside refund eligibility. A refund confirmation email was sent. Please refer to the correspondence for the refund details. We consider this matter closed.
  
  

  Customer Answer

  Date: 06/23/2025

   
  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:06/11/2025

  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.

  I started an application and before I even completed it my credit card was charged. I cannot get anyone on the phone to cancel this, I want a refund for my $ *****

  Business Response

  Date: 06/17/2025

  Dear *** *********,
  
  We acknowledge your complaint and appreciate the opportunity to respond to your concern.
  
  While we understand that some customers may experience buyers remorse, we always recommend reaching out to the business directly before escalating matters publicly. We have checked our logs and found no record of you even attempting to reach out to us. 
  We are always happy to assist when given the opportunity. However, effective resolution typically starts with direct communication, not with public complaints. We respectfully suggest that customersours or otherwisereach out to a business first before filing a complaint. Not only is that the more ethical course of action, its also the most reasonable. Our Contact Us tab is clearly available on the website, and our support team is accessible across phone, email, and live chat. We're more than capable of resolving concernsbut we do need to be given that opportunity first.
  
  We strive to support customers who recognize the value of guided assistance and convenience our platform offers. That said, based on the content of your complaint, it seems this may not have been the right fit for your needs.
  
  Nonetheless, your application has been canceled and a full refund has been issued today, June 17th, even though your request falls outside our standard 7-day refund policy. Please allow 35 business days for the refund to appear on your original payment method, depending on your banks processing time. A confirmation email has also been sent.
  
  We consider this matter closed.
  
  

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *********