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:10/07/2024

  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 applied for a TSA pre-check application through Gov+ on Oct 3. The fee for the application was *****. I was sent an email from them to provide additional information to complete the process. I attempted many times to provide what was being asked, and I was unable to submit the information through dashboard on their website. after many attempts, I finally had a chat with a person through their website. After a lengthy exchange on which the person asked me to do, which I had done many times before, nothing was resolved. My credit card was charged *****. As of this writing on Oct 7, I am still unable to provide the information that is being asked of me.

  Business Response

  Date: 10/15/2024

  Hello ****,
  
  Thank you for taking the time to share your concerns with the BBB. We appreciate feedback and are always looking for ways to improve our customers experience.
  
  We sincerely apologize for any inconvenience you experienced with completing your application. Please note that no issues were reported with our website, which is monitored 24/7. When you initially contacted us on October 6th at 6:17 PM, the chat was abandoned before a representative could assist you. You reached out again via our 24/7 live chat support on October 7th at 1:31 AM, and our representative **** began walking you through basic troubleshooting steps. Unfortunately, the chat was abandoned once more , and when we attempted to call you at 11:30 AM, the call was rejected.
  
  In light of this, we have issued a full refund today, October 15th, for the GOV+ software fee of $67. A refund confirmation email has been sent to you, and we kindly ask that you acknowledge its receipt. While our refund process is immediate, please allow ****************************************** your account, as bank processing times may vary.
  
  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 **************************************************************** Specialist
  **********************
  

  Customer Answer

  Date: 10/31/2024

   
  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:10/06/2024

  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.

  So just found out that the ** they have are not from the *** and they are offshore agents from PH like wtf they give access to our info to a foreign country? I ask the agent where they are location and the agent did no provide any info! So my passport was delayed for so long that I was not able to fly because of it.

  Business Response

  Date: 10/14/2024

  Hello *****, 
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. 
  We will address each concern one by one.
  
  Your statement the ** they have are not from the *** and they are offshore agents from PH like wtf they give access to our info to a foreign country. We would like to clarify a few things. Our company is incorporated in ******** and is fully registered to operate across all states including ***********, for now. Our customer service agents are legally registered residents in the **** We do not discriminate against anyone's origins or ethnicity here at GOV+. We are unsure where the assumption came from that your information is being accessed from another country, especially since you also stated that you were not provided with a location.
  
  Regarding the delay with your passport, we sincerely apologize for the inconvenience you experienced while uploading your passport photo. There are two common reasons why your photo may not have been accepted by our system: the file type or file size. Please understand that we are unable to complete your application without all the required information and files.
  
  When you reached out on May 19th, 2024, via live chat, our representative Jan noted your concern and forwarded it to our tech team to check. You also requested a refund of the GOV+ software fee of $57, which was processed immediately since the application could not be completed. Additionally, we want to assure you that your information has been deleted from our system, with the only remaining record being our communication logs.
  
  We believe that we have addressed your concerns and processed the refund accordingly. We also feel that we have addressed each concern or item you mentioned one by one as well. With this, we consider this matter to be fully resolved. If you'd like to share more feedback, please don't hesitate to contact us again 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:09/29/2024

  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 paid for a *** card. They never sent me anything.

  Business Response

  Date: 10/09/2024

  Hello Selene
  
  We appreciate the opportunity to provide important information and clarify your complaint.  Please note that while we appreciate your reaching out to us here on the BBB platform, this channel is not an official GOVPLUS support channel. We always remain committed to resolving matters fairly and transparently.
  
  Furthermore, we would like to remind you that you have voluntarily submitted your TSA application on July 25th, 2024. We have reviewed sour communication logs and you never reached out to us prior to filing this complaint. 
  
  Please know that your application was not processed due to a lot of missing information and the eligibility questions were not answered. Understand that we are unable to process any application that is incomplete as it will not be feasible and most of all, not legal. We have sent you notifications to continue your application since July 25th. They would  have been missed if it wasnt in your inbox and they were routed to your junk mail or spam folder. Also, we would like to clarify that *** does not issue a card for ************ membership. After your completing an application and attending a scheduled in-person appointment, the application will be processed and approval will take 3-5 days, or up to 60 days, depending on the volume of applications. The Known Traveler Number does not have a physical card. It will be sent via email or text (SMS).
  
  In summary, you did not complete your application, therefore it was not processed; you never reached out to us prior to filing  this complaint with the BBB. On October 3rd, you have been refunded in full in the amount of $67 to the same card you used at the time of purchase. Please allow 3-5 business days for the refund to be posted as time frames vary depending on your bank and we have confirmed the funds have left our account. A refund confirmation has been  delivered to the same email address you used on your application. 
  
  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 and 11 AM to 8 PM EST ************************************************************** Specialist
  **********************
  

  Customer Answer

  Date: 10/10/2024

   
  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:09/24/2024

  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 looked up third party vendors to expedite passport renewal, I came across what I thought was a reputable company. It wasn't three steps in after.They had my personal information and picture that I was fully charged,$67 and Then couldn't go any further without clicking the expedite policy procedure for$57, By the 6th or 7th step I was charged $130. In which I answered questions and got to the eighth step an That's when everything got bogged down and it did not proceed.I read that They had to go over the information and it would take just a few minutes as to their website. I waited hours for it to change. But never did went on their chat site and got a bot right away, which basically said that they couldn't help me that I would have to call in and talk to someone. The next day, I did get a response from ****. Explaining the fee structure that they had charged me, There was no way to continue without clicking on the $57 Expedite fee That they say, I willingly clicked on to. This is the only response I have received from the company with the exception of september23 I received another email warning the same information that I gave them on the application.Which seemed like a big red flag. I have contacted my bank about the charges found out that they recharge my card again for the$67 and the$57 After my bank head refunded, those amounts from my initial complaint. I further contacted my bank to have all charges put down as a fraudulent. As the company is not acting in a proper manner as it states that it is Going to get your paperwork expedited within a few hours instead of weeks and months through the normal route. As of september 23 Nothing has changed. Or.

  Business Response

  Date: 10/03/2024

  Hello *****,
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and clarify your complaint. We recognize that not everyone has the time or convenience to navigate government applications independently. Our services and offers are entirely voluntary, and there is no obligation to use them.
  

  The payment process requires applicants to manually enter payment information, agree to the terms and conditions by ticking a box, and then click the submit button. These steps require a conscious and informed decision by the applicant. Therefore, the assertion that you were forced into paying the expedited service is factually incorrect. Please know that all additional services offered can be skipped as we value our customers discretion and offer them options. You just have to scroll down for a bit to skip the offer. Please know that we do not show any records of any duplicate charges for $67 and $57 that you have mentioned in your complaint
  
  GOVPLUS is committed to providing legitimate and valuable services, striving to simplify the process of filing various government forms online. Our company is fully registered under state and local laws and is a certified IRS E-Filer. Our platform offers several additional features designed to enhance the customer experience, distinguishing us from basic government services. As our name suggests, GOVPLUS goes beyond standard offerings by providing unique features not available elsewhere.  We would also like to highlight that we take measures to ensure our customers are well-informed about our company, services, and fees for transparency and compliance with all relevant regulations and inform our customers about the nature of our services and the limitations thereof. 
  
  It is important to clarify that your decision to utilize our services on September 22nd was entirely voluntary and consented to our terms and conditions. While we have legal and ethical obligations to communicate our terms and conditions, it is ultimately the customer's responsibility to read and agree to them. The payment process concludes with an intentional click on the "submit" button, indicating the customer's conscious intention and consent. We regret that you did not take the time to review this information. We would also like to address the questions you were asked in the email we sent you regarding your application as it was already being reviewed. You were asked to provide the following information again as your form showed your City of Birth as **********, **. We needed to make sure that all information submitted are accurate to prevent rejected applications.
  
  If you have issues, just reach out to us directly. Had you reached out to us privately, we would have addressed it directly with you. We advocate for open communication before jumping to conclusions and we firmly believe that this situation could have been resolved quickly through our available channels instead of resorting to filing a dispute or a public complaint.
  
  We've taken note of your complaint, which indicates that you do not fully perceive the value or convenience of the services we provide. Since we place a high priority on customer satisfaction, we have processed full refunds to your charged account on September 23rd: $67 GOV+ Software fee, $57 for expedited processing and on September 25th, $130 Passport renewal government fee.
  
  If you wish to share additional feedback, please contact us privately.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  
  Best regards,
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:09/22/2024

  Type:Delivery 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 ordered a passport renew on 7/24/2024. It is now 9/22/2024 and I have not received anything. I called ************ to find out the delay. They want more ******* feels like I have been scammed!

  Business Response

  Date: 10/01/2024

  Hello *****, 
  
  Thank you for reaching out to GOV+ through BBB. However, we encourage customers to ethically address concerns directly with businesses first before resorting to public complaints. We greatly value our customers feedback and are committed to ensuring satisfaction in an efficient and private manner.
  
  After thoroughly reviewing our communication logs,  we found that you called us once on September 22nd regarding the status of your passport application and you were advised to complete it. We sent multiple emails requesting you to continue and finalize your application, as several required details were missing. We want to emphasize the importance of applicants providing the necessary details and meeting designated requirements. We proactively send emails for processes that require customer completion, and without access to these essential details or responses, progressing your application to completion becomes infeasible. It's crucial to understand that processing an application with incomplete information is not a viable option, especially considering a passport application, where identity and eligibility questions must be answered.
  
  Our prompt 24/7 assistance, available through both email and live chat, was also at your disposal if you needed guidance. Your personal dashboard also provided updates on your application status, accessible upon logging in. Despite these avenues for support, you chose to file a complaint without affording us the opportunity to assist you or address your concerns directly.
  
  While we respect your decision, we choose to focus on customers who see value in our services and our mission to simplify lives. It's also important to note the need for accuracy in public statements, especially when using statements like It feels like Im being scammed'' Such assertions should be supported by factual information rather than oversight or assumptions. 
  
  Our priority will always be customer satisfaction. Since your application was incomplete, therefore not processed, it has already been canceled and along with it a full refund of the GovPlus software fee of $67, processed today, October 1st,  2024, to your charged account. Please know our refund process is real-time but please allow 3-5 business days for the refund to appear in your account. A refund confirmation email was also sent, please acknowledge upon receipt 
  
  If you have 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
  **********************
  

  Customer Answer

  Date: 10/10/2024

  I was not told that they " need more information" until I called 2 months later to find out why I hadn't received my passport. I spoke to ESL person in an obvious call center.

  Also my bank acct had suspicious activity which raised concern.

  Also,I have not seen a refund yet.

  I still think I was scammed!

  Business Response

  Date: 10/11/2024

  To whom it may concern, 
  
  The desired settlement being refund has been processed. The application has been canceled. We consider this matter closed. 

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22321918
  
  I am rejecting this response because: I have not received a refund,as of Oct *******. I would like my money back.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/22/2024

  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 dates of the transactions and amount paid: 9/18/2024 Paid $67, 9/19/2024 Paid $130.Purpose was for Pass Port Renewal.50% through the process, and after payments the process stopped. There turned out to little help and no one to contact.Because I did not receive the service as advertised, I would like a full refund of $197.I found the Company on line when I was searching for the goverment agency to renew my **********

  Business Response

  Date: 09/30/2024

  Hello Carl, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and clarify your complaint. We encourage direct and ethical communication to address concerns before resorting to public complaints. Please know that we are always committed to resolving matters in a fair and transparent manner. Your application for routine passport renewal has been completed on September 23th. You reached out to check for the status of your application on September 21st while it was still under review. You reached out twice this day (3:41 PM and 6:04 PM)  and abandoned both chats before our representatives got to you. We attempted to call you at 4:19 PM the same day and at 8:14 on the 22nd.  However our attempt might have been done at an inconvenient time, so we left you a voice message. 
  
  As per your BBB complaint, your desired resolution is reportedly “Billing Adjustment (refund)” Since the application package has already been delivered to you (USPS Tracking number 9400136208271973762850), the job has been finished, it is now in your hands to complete the steps and mail it off to the designated passport agency; we have done our part. About the refund you are asking for, can you communicate to us privately about this as we have delivered the services in full as of this moment? In addition, we have issued a government check for you and processing a refund of this would void the check and create further issues (rejection of application due to voided check). We do not recommend this as the goal is to get your passport. Please communicate to us privately if you desire a refund as we have additional steps we need to explain and advise you of.
  
  At present, your application package has already been delivered, as per USPS site. If you intend to proceed with your application, please follow the instructions enclosed or contact us directly for prompt assistance. 
  
  To also address your statement about searching for the government agency to renew your passport, Please know that  GOVPLUS is a private entity dedicated to simplifying the process of filing government forms online, offering additional features to enhance the customer experience. As our name suggests, we go beyond standard offerings with services not available on basic government platforms.
  
  Our website, www.govplus.com, uses a ".com" domain, identifying us as a private company. In contrast, official government websites use the ".gov" domain, display government seals, and include the statement "An official website of the United States Government."
  
  You’re welcome to revisit our website at any time.
  
  If you need any further help or questions, you can reach out using the following contact details:
  
  24/7 Chat: https://govplus.com/contact-us
  24/7 Email: [email protected]
  Phone: 1-800-506-7587 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Sincerely, 
  
  April
  Customer Service Specialist
  GOV+
  

• Initial Complaint

  Date:09/20/2024

  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.

  They charged my AmEx credit acct and keep giving me the runaround about my photo not meeting qualifications for my passport renewal, even though I finally sent them a photo take by a passport photographer at ******* in W.*********** which totally met all criteria.

  Customer Answer

  Date: 09/22/2024

  The company refunded my fees.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 12th I tried to renew my US Passport through ************************. I have repeatedly tried to contact them to find out why the passport application has not yet been mailed to my home as their website states it will. Now I am convinced they are a scam and I am out $67 for the renewal application fee and $130 for government processing fees.I would like to file a formal complaint and try to get my money back since they have not completed my passport renewal application. I am more concerned with the fact that they now have all my personal information, including name, address, phone number, birthdate and social security number.

  Business Response

  Date: 09/26/2024

  Hello ****, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and clarify your complaint. We encourage direct and ethical communication to address concerns before resorting to public complaints. Please know that we are always committed to resolving matters in a fair and transparent manner. Your application for routine passport renewal has been completed on September 13th, a Friday and you were informed that you will receive your application package with 8-10 business. days
  
  As per your BBB complaint, your desired resolution is reportedly Billing Adjustment (refund) Since the application has already been delivered to you ***** Tracking number **********************), the job has been finished, it is now in your hands to complete the steps and mail it off to the designated passport agency we have done our part. About the refund you are asking for, can you communicate to us privately about this as if we have delivered the services in full as of this moment? In addition, we have issued a government check for you and processing a refund of this would void the check and create further issues (rejection of application due to voided check). We do not recommend this as the goal is to get your passport. Please communicate to us privately if you desire a refund as we have additional steps we need to explain and advise you of.
  
  At present, your application package has already been delivered, as per **** site. If you intend to proceed with your application, please follow the instructions enclosed or contact us directly for prompt assistance. 
  
  Regarding your information, we prioritize the privacy and security of our valued customers. ********************** employs bank-level 256-bit TLS encryption to protect customer information. Our advanced technologies and procedures ensure that applications are securely managed and processed. We take our responsibility to protect our valued customers information seriously and remain committed to upholding our legal and ethical obligations. You may revisit our website and click on the Security & Privacy tab. 
  
  Please if you need any further help or questions 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 **************************************************************** Specialist
  **********************
  

  Customer Answer

  Date: 09/27/2024

   
  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:09/10/2024

  Type:Customer Service 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 $99 on March ****** for y TSA Precheck. I used the chat option provided for communication and received a response regarding availability for appointment . I responded that I am flexible and no further communication from Gov+. I returned to chat requesting a refund ZERO RESPONSE. I feel scammed. I did receive my passport from them.

  Business Response

  Date: 09/16/2024

  Dear *****, 
  
  We appreciate your feedback and the time you've taken to share your concerns via the BBB platform.  We are so sorry that you did not have an optimal  experience. When you accepted the discounted offer for the *** PreCheck application on March 10th 2024 for $77 instead of $97, the eligibility questions were not answered. When you reached out last June 5th, our representative Ivy responded to your inquiry; however, you abandoned the chat interaction. We cannot book you an appointment if the application is incomplete. Since your *** PreCheck was not processed, a full refund of $77 has been issued to your original mode of payment. Please know that we process refunds real time, but allow 3-5 business days for it to be posted back to your account as bank processing times vary. We genuinely apologize for the inconvenience. 
  
  If you want to share more feedback or have any further questions, please don't hesitate to contact us again 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:09/10/2024

  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.

  Applied to GOV+ for a passport on 9/8/24. The application is pending but funds have been taken out. I don't trust it is legitimate since they said it would take minutes to be approved but it is taking days.

  Business Response

  Date: 09/16/2024

  Hello *****,
  
  We apologize for this inconvenience however your application was delayed due to your photo being rejected and the request for you to reupload your birth certificate with the visible seal and the signature of the city, county, or state registrar. 
  
  We sent you an email for these requests on September 10th at 1:32 PM. And a follow up email yesterday, September 12th. You responded that you will get these items to us the day after (September 13th). Please know that your application has been completed today. We request that you allow us 1-2 business days to prepare and ship your application package. You will receive your package within 8-10. This is your tracking **** number: 9400136105807883730753
  
  If you want to share more feedback, have any further questions or in need or assistance, please don't hesitate to contact us again 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
  **********************