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:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So Im having issues unlinking my old phone number from my govplus account so I can have access to finish my application. I have made several calls to support but they are unable to fix this? And only offer me a OTP. This is a pain to call in and wait on hold for hours just to login.

  Business Response

  Date: 06/03/2025

  Dear ******* *******,
  
  Thank you for your feedbackwe understand that logging in without access to your old phone number has been frustrating, and were sorry to hear that receiving a secure one-time passcode (OTP) hasn't met your expectations.
  
  However, please note that account access protocols involving OTPs are standard practice, designed to protect your personal informationespecially when sensitive documents like government filings are involved. While we appreciate that holding on the line may feel inconvenient, security measures are rarely built around convenience alone.
  
  Our support team has, in fact, provided the available resolution within these safety guidelines. We hope you can appreciate that account safety is prioritized over speed, especially in an age where identity theft is more than just an inconvenience.
  
  Regarding your request, we would just like to let you know that your application was already completed on May 29th and is already awaiting shipment. If you wish to proceed, please follow the enclosed instructions carefully once you receive the package to avoid any issues that could lead to rejection. If you prefer to request a refund instead, please email us at ******************************** with photos of the issued checksone intact and one torn in halffor documentation and transparency. Once received, we will process your refund accordingly. We will wait for your decision. 
  
  

  Customer Answer

  Date: 06/03/2025

   
  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:05/29/2025

  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.

  Back on 3/18/2025, I ordered my passport and paid $165.00. I sent everything I needed to do. I kept getting a message saying that my photo wasn't good enough. I followed all instructions on how to take the picture. Still no good. Approximately 3 weeks ago, I started a chat with ****. I re-did the picture again, and he said it was approved. He change my new passport to renewal, due to having one that was expired. I sent him pictures of the old passport, my birth certificate. gave him info on my parents. **** stated everything was approved and I should be receiving my materials within 8 to 10 business day. Now I am being told the photo is not good, even though it was already approved. I truly feel that they are scamming people out of their money, and always making excuses as to why they can't send the materials out.

  Business Response

  Date: 06/02/2025

  Dear **** *****,
  
  Thank you for taking the time to share your experience. While we regret that your expectations were not fully met, wed like to take this opportunity to provide some clarification.
  
  The passport photos you submitted were rejected multiple times due to issues including:
  
  * Wearing a device in your ear
  * The photo being taken from a low angle
  * Looking at the screen and not the camera lens
  * Uneven lighting
  * Cropped shoulders due to the photo being taken too close
  
  Given the repeated issues, it appeared that the photo guidelines were difficult to follow. Additionally, when your kit was in final review, the photo that had initially been marked as acceptable by our chat representative, ****, was ultimately rejected upon further inspection before shipment. This led to your passport kit being placed on hold.
  
  Please understand that whenever a submission does not meet federal requirementswhether due to incomplete documentation, unverified information, or non-compliant photosthe application is placed back in queue pending correction. This process ensures we help customers avoid rejection at the *************************** level, which is part of the value of the service we provide.
  
  In your specific case, the application kit was not shipped. As such, we have processed your request and canceled your application. We issued a full refund, despite this request falling outside the standard 7-day refund window. Refund confirmation emails have been sent and successfully delivered.

  We genuinely appreciate your feedback and wish you all the best in completing your passport application through whichever method you feel most comfortable with.
  

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23391855
  
  I am rejecting this response because: I was working with your associate ****, who had approved everything from my passport photo to all my paperwork. One of the pictures sent, was an actual passport photo taken from a professional photographer that does passport photos. I truly believe your company is a scam. 

   

  R
  **** 3w ago
  Great! The photo that you have uploaded already meets the criteria.
  
  I just need to take a few more minutes to make sure everything looks great with your application. Your patience is greatly appreciated!
  
  Thank you
  
  R
  **** 3w ago
  You're very welcome!
  You're very welcome! Your passport application is complete! You'll receive a package from us in 8-10 business days via ****. Once it arrives, follow the instructions inside and schedule an appointment at your nearest post office.
  
  Your application may take up to 2 weeks to reach the ************************. Processing usually takes 4-6 weeks, followed by 1-2 weeks for your passport to arrive in the mail.
  
  You will receive your new passport and citizenship documents in two separate mailings. The passport book could arrive first, followed by the citizenship documents.
  
  Do you have any other questions or concerns today? I'd be glad to further assist you.
  R
  **** 3w ago
  Just for a recap, you contacted us because you received a notification on your end that the package was already delivered. We have informed you that there was an error on our end resulting in the change of the status of your application. We have completed your application. Please expect that you will receive a package from us within 8-10 business days.

  This was from **** at **************************. So tell me, if he said everything was good, that the phot met the criteria, then why all of a sudden it didn't. Stop scamming people. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/05/2025

  Dear **** *****,
  
  Again, when your kit was in final review, the photo that had INITIALLY been marked as ACCEPTABLE by ****, was rejected upon further inspection by our chief verifications officer before shipment. This led to your passport kit being placed on hold. You were already refunded IN FULL. We consider this matter closed.
  
  

• Initial Complaint

  Date:05/28/2025

  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.

  Be charged wrongly

  Business Response

  Date: 06/02/2025

  Dear ******* *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to clarify key details regarding the charges in question.
  
  On May 27th, you voluntarily submitted a New Passport application through our platform and selected Priority Processing. Additionally, you opted into a discounted *** PreCheck offer for $97. Please be aware that while we provide a variety of service options to enhance convenience, any additional servicessuch as the *** PreCheckare entirely optional.
  
  To proceed with any application or add-on service, customers must manually input their payment details, agree to the Terms and Conditions, and explicitly click Submit. In the case of optional services, customers must also manually select Save on Your *** PreCheck and click I authorize for the charge to be processed. These buttons are clearly visible and are not hidden behind fine print.
  
  If these actions were taken and the associated charges were applied, it indicates a conscious and informed decision on the part of the user.
  
  We hope this explanation provides clarity. Given the nature of your concern, we understand there may have been some misunderstanding. As a result, both your passport and *** PreCheck applications have been canceled, and full refunds have been issued. A confirmation email was sent to your inbox, and we also attempted to reach you by phone to provide an update. A voicemail was left in case the timing of the call was inconvenient. Please allow 3-5 business days for the refunds to be posted back to the original payment method as bank processing times vary.
  
  We now consider this matter closed.
  
  

• Initial Complaint

  Date:05/28/2025

  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 filed on line for a passport renewal in the stat of *****. Gov plus made it look like I had to go through them to complete the transaction. Then it charged me a fee of $19 & $130 more. I had already paid $98 to renew through the state site. I talked to their support person and they told me there was a cancellation button on my main screen to cancel the transaction but there was not a cancellation button.

  Business Response

  Date: 05/30/2025

  Dear **** *****
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns
  
  Using our services is entirely voluntary and requires agreement to our terms and conditions. Proceeding with a purchase involves an intentional actionclicking the "submit" buttonwhich confirms clear consent to our services and associated fees. Our terms are readily available on our website at no cost, and we encourage customers to reach out if they have any questions before making a decision.
  
  Your application was not completed due the issue with your passport photo, failing the Department of states qualification. An email was sent to you informing you of the concern. 
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review.
  
  We process and support thousands of customers and applications each day across all of our services. While we understand the urgency of your concerns, we do ask for a reasonable level of patienceas every customer under the one time fee, is assisted in the order their request is received. 
  
  If something wasnt working for you, we would have gladly addressed ithad you given us the opportunity. Were always open to resolving issues, but that requires direct communication, not a public complaint as the first course of action. We encourage all customersnot just oursto consider reaching out to a business directly before posting public accusations. Not only is this the more ethical and responsible route, but it often leads to a faster, more accurate resolutionwithout the need for us to issue corrections after the fact.
  
  We also want to emphasize that customers always have the option to complete applications directly through the relevant government websites at no additional charge. Our goal is to serve customers who understand and find value in our services.
  
  Given the nature of your complaint, your application has been cancelled and you were issued a full refund of $246. You do not have any subscriptions or any expedited services, as the fees consist of the GOV+ one time service fee, check guarantee for the mandatory government fee and the mandatory government fee. Please allow 3-5 business days for the refunds to be posted back to the original payment method as bank processing times vary. We value our customers and intend to serve those who understand and appreciate the value of our services. We consider this matter closed and wish you the best in completing your passport application through whichever method you feel most comfortable with.
  
  
  

  Customer Answer

  Date: 06/12/2025

   
  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:05/27/2025

  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.

  This happened today, 5/27/2025, between approximately 2 am and 4 AM. After giving them all of my personal information existing expired passport number and Social Security ID, they wanted a picture for my passport. I took over a dozen pictures using my ******* Galaxy S22 Ultra, which takes excellent pictures. After each picture, they professed that I had made a multitude of errors: too close, poor quality, or that they couldn't find a face. I've been taking pictures for over 65 years. It's a hobby. It seems to be impossible for me to take a picture that will meet their robot's standards. A robot that can't find a face is the submitted picture. How hard is it for you to find a face?I think that they're just running a scam operation and have no intention of getting me my passport renewal.

  Business Response

  Date: 05/29/2025

  Dear ****** *******.
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns
  
  To begin, GOV+ is a fully registered and legitimate private service provider offering guided support for various government form applications, includingbut not limited topassports and birth certificates. Please understand that we are strictly adhering to the ******************** requirements. GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards set by the agency. As such, we cannot approve or process an application that does not meet these standards, as it would likely result in rejection by a passport processing agent. Referring to our company as just running a scam simply because your photo didnt meet federal requirements does not change the nature of the services we providenor the fact that our role is to ensure compliance with government-issued standards. 
  
  To clarify: the quality of your phonewhether it's the newest Android or iPhonedoes not automatically guarantee an acceptable passport photo. While high resolution is helpful, its only one piece of the puzzle. A 4K image can still be disqualified if the angle is incorrect, the lighting is uneven, it was taken too far, the expression is not neutral, and many more.
  
  Taking a passport photo at home can be trickyeven for the most tech-savvy individuals. Some get it right on the first try, others may require a few attempts. Thats not unusual. However, our obligation is to ensure that any photo submitted complies with the exacting standards set by the ********************** our own. Compliance isnt optional, and cutting corners only hinders the process for everyone involved.
  
  Were here to support customers who are willing to work through the necessary steps and appreciate the value of ensuring everything is done properly. We attempted to reach out to you via phone call twice yesterday, May 28th,  however,  both times, our calls were routed to voicemail. Your application was cancelled and you were issued a full refund. A refund confirmation email was sent as well. Please allow 3-5 business days for the refunds to be posted back to the original payment method as bank processing times vary. We value our customers and intend to serve those who understand and appreciate the value of our services. We consider this matter closed.
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  I decided to cancel my application and request a refund $97.But I cannot get in contact with this ************ my bank card flagged this site as fraudulent

  Business Response

  Date: 05/29/2025

  Dear ****** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns regarding your interaction with GOV+.
  
  To begin, GOV+ is a fully registered, legitimate private service provider that offers guided support for various government form applications, includingbut not limited topassports and birth certificates. The scope of our services is clearly and prominently displayed across our website. Referring to our company as a "scam" simply because this information may have been overlookedor not reviewed at alldoes not change the reality of the services we provide, nor the transparency with which they are offered.
  
  We maintain multiple accessible support channels: 24/7 live chat, email assistance, and extended weekday phone support (8 AM 11 PM EST) as well as weekend coverage (11 AM 8 PM EST). The Contact Us section is plainly visible on our site. According to our records, your only communication with us was on May 26th at 5:42 PM, when you requested, Delete my account. No refund request or mention of dissatisfaction was made at that time. Its difficult to resolve a concern that was never raised.
  
  We encourage all customersours and othersto consider contacting a business directly before filing public complaints. It's not only more ethical, but it also allows for a faster and more accurate resolution, without the need for corrective clarification.
  
  Your account has been deleted, and your refund has already been processed. Our representative ******* also called you and spoke with you to confirm this and also sent a refund confirmation via email.
  
  At this point, we consider the matter closed.
  
  

• Initial Complaint

  Date:05/23/2025

  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 feel I was ripped off. This just happened May 23, 2025. I only filled out a little bit of information for my passport and they had already charged my credit card. I didn't give them permission to charge my account. I got zero response about my passport I was working on. They charge my account right when I was starting to fill out the information they ask for. I was thinking it just seemed not right so I was going to stop giving them anymore information. Then I got a receipt sent to my email that they charged my credit card. I have no idea what is next or anything. I want my money back. They make you think it is legit from the government.

  Business Response

  Date: 05/28/2025

  Dear ******* *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  You created your account on February 14th and began your passport application process on April 18th, but unfortunately never activated your account nor completed your application. While entering basic details like your name, date of birth, and address is a start, its far from sufficient to generate a finalized and compliant application. As with most official paperwork, completing the full set of required steps is essentialhalf-finished forms dont magically become valid.
  
  Although you successfully created an account, our records indicate that you never logged back in to continue the process until May 23rd when you voluntarily opted in and paid for expedited processing. Despite multiple email reminders to continue the process, the application remained in the questionnaire stage because the necessary follow-through never occurred. Please understand that we can only process completed applications. Incomplete oneslike yoursdo not move forward. Our platform is designed to streamlinenot assumeyour decisions.
  
  As for your comments:
  
  I didn't give them permission to charge my account.
  
  Please know that nothing is ever submitted or charged without explicit consent. Every application must be manually confirmed, and each includes a fee disclosure before submission. 
  
  Please be aware that before any charges are processed, customers are required to:
  
  1. Manually enter their payment information.
  2. Click Agree to the Terms and Conditions.
  3. Click Submit.
  
  So, if a charge occurred, it only means that you agreed to these informed steps.
  
  They make you think it is legit from the government.
  
  The disclaimer is not hiddenit appears in plain view on the homepage. Not the government, just a helpful private company.  and is further emphasized by the use of the ".com domain (****************************) and throughout our Terms of Service, which everyone has access to, for free, even before agreeing to use our service.
  
  I feel I was ripped off.
  
  While we understand that buyers remorse can be frustrating, we encourage taking a moment to fully read the information presented before proceeding with any online service. Were always happy to assist and support, but we cant finalize what was never completednor can we be held accountable for misunderstandings rooted in skipped steps and missed communications.
  
  We attempted to reach out to you multiple times over the phone but our calls were being rejected. We take customer concerns seriously, but we also value clarity and fairness. The steps you took were deliberate, and we trust this explanation addresses any confusion. Your application has been cancelled and full refunds were issued despite the 7 day refund eligibility. We consider this matter closed.
  
  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23372622
  
  I am rejecting this response because:

  You charged me before I even barely started filling out the information. I wanted to cancel, but you had already charged me within a second. Give people a chance to change their mind when they see it is not right before you charge our bank. I didn't have that kind of money to lose for nothing.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/10/2025

  Dear ******* *****, 
  
  Just to clarify, you entered your basic information and you were prompted to MANUALLY ENTER your payment information. No payment is processed on our platform without a user manually entering their payment information, agreeing to the Terms of Service, and clicking Submit. This is a deliberate, three-step process to ensure that charges are fully authorized. The system does not charge cards automatically or without consent. Even for our subscription service, customers are reminded that the card on file will be charged before the charge even happens. Filing a public complaint due to a misunderstanding or a missed detail does not change the facts. 

  Regarding the service fees, please be informed that GOV+ offers multiple tiers of passport processing services, each designed to suit different levels of urgency and budget. These options are entirely optional. Standard processing remains available for those who do not require expedited handling or prefer a more budget-conscious route.

  You were already refunded in full more than a week ago, May 26th, we consider this matter closed.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12, 2025 I tried to renew my passport using what I thought was a legit website. A few days went by and I contacted them wondering why my application was still under review. They gave my photo as the reason why there was a holdup. I had uploaded a picture that I went out and had taken at a place that does passport photos. I uploaded a new photo anyway. The next day, I found out they had charged me $345 in fees. We went back and forth through email for 11 days with no progress, just excuses. I asked for a full refund today (May 23, 2025). The money was refunded, but this company is now in procession of all my personal information, including Social Security number and even multiple photos. I believe this business is just a scam to get personal info and cash from innocent customers.

  Business Response

  Date: 05/28/2025

  Dear **** ****,
  

  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details of your interaction with GOV+.
  
  To begin, GOV+ is a legitimate private servicea fact clearly stated on our homepage, Terms of Service, and throughout our platform. We offer guided support for government form preparation, including passport renewals, and never claim to be the government. That information is neither hidden nor ambiguous.
  
  You initiated your passport renewal and the discounted TSA Precheck with us on May 12, 2025, and were charged $345 for a bundle of services including the mandatory government fee. The initial charge of $97 requires customers to manually type their payment information and manually tick the box agreeing to the Terms and Conditions and manually clicking the Submit button  prior to submission. The succeeding charges also require manually clicking I authorize. These are a series of steps that are, by design, to guarantee informed decisions.
  
  Regarding the 11 days of back-and-forth: please understand that, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves. Applications submitted under a one-time fee are reviewed in the order they are receivedthis ensures fairness for all customers.
  If any issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe notify the customer and place the application back in the queue. Once the necessary corrections are provided, the application undergoes another review. This process is in place to prevent delays and rejections at the government levelsomething we believe most customers would appreciate. Your application was placed on hold because the original photo you submitted did not meet ******************* requirements. Its not uncommon for photo centers to make errors, and our review process exists to help prevent passport rejectionswhich we assumed would be in your interest. We notified you, provided you reasons for rejection and gave you the opportunity to upload a replacement photo, which you did.
  
  Your complaint accuses GOV+ of being a scam designed to steal personal information. Please rest assured that your data is handled in accordance with strict privacy and security protocols. Our Security and Privacy tab is accessible for free. (*************************************************). We do not sell, trade, or misuse your information. The information you provided yourself are data needed for the applications you filed. If you have concerns about online data privacy, we encourage practicing similar scrutiny across all websites.
  
  Your applications were cancelled and full refunds were issued on May 23th. Please allow 3-5 business days for the refunds to be posted back to the original payment method as bank processing times vary. A refund confirmation email was sent as well. A request for your account and all the information has been submitted, please wait for ***** hours for our tech experts to process it . We consider this matter closed and wish you the best in completing your passport application through whichever method you feel most comfortable with.

  
  

  Customer Answer

  Date: 05/28/2025

   
  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:05/23/2025

  Type:Order 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 to renew my passport with Gov+, paid $97.00 and the application line has suddenly gone silent. I suspect that this is a fraudulent site.

  Business Response

  Date: 05/28/2025

  Dear ***** ****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the matter.
  
  First, GOV+ is not a government agency. We are a legitimate private company registered under state and local laws. Our mission is to assist customers in filing and completing *************************** applications more efficiently. GOV+ is authorized by the ******************* through our subsidiary *********************   so this means we meet strict security and integrity standards set by the *******************. What you paid for was access to our secure platform and guided software, which simplifies the government application process.
  
  You initiated a request for a New Passport application on May 16th; however, the application was never completed. Please note that submitting a passport application involves more than entering basic personal information such as your name, date of birth, and address. Our platform guides applicants through a structured process that includes completing a questionnaire to the best of their knowledge, uploading the required documents, and submitting a compliant passport photo.
  
  Customers are also given the option to either pay government fees through usso we can issue checks to the Department of State on your behalfor to handle those payments independently. In your case, you did not proceed to these steps, and no additional actions were taken to complete the submission. As a result, your application remains incomplete, and we are unable to move forward until all required information and documents are provided.
  
  We also respectfully encourage all customersacross any businessto reach out directly with questions or concerns before turning to public complaint forums. Its not only the most effective approach, but also the most ethical. 
  
  In your case, the only communication we received was regarding completing your applicationwithout the required documents on your end. Unfortunately, we cannot proceed without your proof of identification, proof of citizenship, and a compliant passport photo. These are mandatory requirements that only you, as the applicant, can provide. Without them, no passport application can be completed, by us or anyone else.
  
  If your goal was to request a refund, that request would have been better served by contacting us directly instead of assuming ill intent. Were fully capable and willing to helpbut we do need to be given that opportunity first.
  
  We strive to serve customers who understand and value the convenience and support our platform provides. However, given the nature of your complaint, it appears that may not be the case here. That said, your application has been canceled and a full refund has been issued. Please allow 35 business days for the refund to reflect on your original payment method, as bank processing times may vary. A confirmation email has also been sent to your inbox.
  
  We now consider this matter closed, and we sincerely wish you the best in completing your passport application through whichever method you feel most comfortable with.
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ****************, I ordered my birth certificate through Gov+ thinking it was a government website . After submitted the application and paying the fee, I realized it was a third party website. The website itself is very misleading. I knew I over paid but gave this website the benefit of the doubt. It is now almost June and I still have not received my birth certificate. I called NY vital statistics and they have no record of me requesting a birth cerficate through Gov+ and I also provided them a tracking number I was provided from Gov+ . Tracking number ********************** I have called Gov+ numerous times and they keep telling me dont worry youll receive it. Im in desperate need of it to get a passport. I ended up ordering a new one through vital statistics and paid $60 , it shows my application is complete and I received notification that I will receive it in a few weeks. I am requesting a refund from Gov+ because they have done nothing for me but waste my time.

  Business Response

  Date: 05/28/2025

  Dear ****** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details of your experience with GOV+.
  
  Our records indicate that you submitted your application on February 19th, and it was completed and mailed by February 21st. The package was delivered to the ***********************************, Bureau of Vital Records Certification **************************************** on March 3rd, as confirmed by **** tracking number #**********************.
  
  As stated on the ************************************ website, mail-in applications typically require approximately12 weeks for processing from the date of receipt.
  
  11. Application Submission?
  
  Any application completed by you on the Service will be submitted by us either electronically or by mail or fax to the applicable governmental agency. EIN PLUS is not responsible for the actual issuing of documents from the applicable government agency. You agree that we are not liable if you do not receive your documents from the corresponding government agency. We are not responsible for government agency operations in any respects, including but not limited to losing the application form, government shutdowns, any act of force majeure or unforeseen circumstances out of our control.
  
  While we regret that your experience did not meet your expectations, please know that GOV+ fulfilled its service obligation in good faith and as agreed. That said, as a gesture of goodwill, and despite this matter being outside our control, we have processed a full refund of our one-time service fee of $67. Please allow 3-5 business days for the refund to be posted back to the original payment method as bank processing times vary. A refund confirmation email has been sent as well. 
  
  Please note that the $30 government fee paid was issued via check to the ********************, as part of your application. Since that payment was forwarded directly to the state, any refund of that amount would require investigation and confirmation from the issuing agency that it has not been used. we will reach out to you via phone call or email once we get an update. 
  
  We appreciate your understanding and hope this response provides clarity on the matter. 
  
  

  Customer Answer

  Date: 05/28/2025

  I received an email for a refund of ***** but I would also like to receive a refund for the service fee 30$.   I did more work than they had to do by contacting them numerous times inquiring about my birth certificate and having to call NY state vital stats asking if they received it. Gov+ states that they fix any errors with your application but honestly , I just needed confirmation of the birth certificate and they couldnt do that for me. Thank you BBB for your help.

  Customer Answer

  Date: 05/29/2025

  I will settle with the refund of $67.   Thank you BBB for your assistance with this matter! 

  Business Response

  Date: 06/02/2025

  Thank you for your patience while we completed our investigation.
  
  We have confirmed that the $30 check issued for your birth certificate request was not utilized by the issuing agency. As a result, we have processed a refund today, June 2nd.
  
  Please allow 35 business days for the amount to reflect on your original payment method, as processing times may vary depending on your financial institution. A confirmation email has also been sent to your inbox for your records.
  
  We now consider this matter resolved. Should you have any further questions, feel free to reach out.

  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  Or give us a call at **************. Our phone support  is here Monday to Friday, 8 AM to 11 PM EST, and on weekends from 11 AM to 8 PM EST.

   

  Business Response

  Date: 06/02/2025

  Dear ****** *******, 
  
  You were issued full a refund. $67 on May 28. And the government fee of $30, today, June 2nd.

  Customer Answer

  Date: 06/02/2025

   
  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,
  
  *** *******