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:09/16/2023

  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.

  I filled out forms with my information and paid two different amounts. $57.00 and $77.00 to receive my passport by mail quicker. They have yet to send me a confirmation or an idea of if I will get the document

  Business Response

  Date: 09/20/2023

  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 highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  You voluntarily submitted applications on our website on August 24th, 2023. We want to clarify that while we do offer expedited shipping from us to the customer, based on our records, you did not select this service.
  
  The two separate charges on your statement correspond to two distinct applications; both applications exclude mandatory government fees: Lost Passport for  $57 and *** PreCheck for $77. We have processed both of these applications. Regarding the *** PreCheck application, we sent you an email on the same day, August 24th at 8:22 PM, requesting you to select your preferred appointment date and time. Unfortunately, we did not receive any response or communication from you. We have noticed that you used a different email address to submit your application and another to lodge a complaint. Your notifications were being sent to: designerveteran@xxxxxxxxx. This was the address you provided to us.
  
  Similarly, your Lost Passport application had been in the processing phase. It's important to understand  that the photo you uploaded does not align with the government's established criteria; specifically, your photo displays a smiling expression with visible teeth, whereas the stipulated requirement is a neutral expression.
  
  Moreover, in your Lost Passport or any other passport applications, applicants are responsible for providing specific details and meeting defined requirements. Lacking access to these vital particulars, we are unable to advance your application towards completion. At this stage, we have not progressed to subsequent steps as we must first address these essential prerequisites.
  
  We've taken note of your complaint, submitted on September 16th,  which indicates that you do not fully perceive the value, saved time or overall convenience of the extensive  benefits  we provide including but not limited to the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. By enrolling into GOV+, customers can now file for multiple government products all at once in just a few clicks. Our customers also can manage all their government applications in one place with ease and efficiency. Aside from those we have real-time tracking and updates, online payments, expert application review, customized packets for selected applications, and 24/7 live customer support via chat, phone, and email and much more visit our website for a full list of benefits broken down by product.
  
  In addition you have opted for a refund as your desired settlement. Since we place a high priority on customer satisfaction, we have processed a full refund to your charged account on September 18th at 10:14 AM EST  for both $57 and $77, a total amount of $134. We have sent you the refund confirmation details via email that we have stated above, please check and confirm receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement. 
  
  We have taken all the necessary steps to address your concerns and processed the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 09/21/2023

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

• Initial Complaint

  Date:09/14/2023

  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 Company characters on sis give me give me your birth certificate and passport and they charge you 120 something dollars and 70 right away and its been over a month and they saying well is they still havent delivered and I have a truck to go home on the third and have time I want to complain because they scam

  Business Response

  Date: 09/18/2023

  Hello Solena,
  
  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 highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  We attempted to contact you today, September 18th, at 6:15 PM and 6:21 PM EST, via phone call to discuss your concerns verbally. Unfortunately, both times we were directed to your voicemail, and we left messages and sent you emails on both occasions.
  
  Regarding your application for a copy of your birth certificate, we received it on September 3rd, 2023, and promptly began processing it. On September 4th, we sent an email requesting confirmation of your parents' information. Regrettably, we did not receive a response from you to this inquiry.
  
  On September 10th, you contacted us by phone, expressing your desire to receive the certificate by October 4th. It's important to note that processing an unverified or incomplete application is not possible. Notably, for birth certificate copy requests in **********, notarization is a mandatory step. Once we successfully verify all the information on your application, we will provide you with a link for convenient online notarization from the comfort of your desired home location. This is one of our features our customers love. There is no need to go anywhere.
  
  Furthermore, your birth certificate application will be forwarded to The ********** ********** of ****** Health Vital Records (*******), with processing times that will vary based on current volume the ******************* is currently processing. Please understand that, while we are responsible for delivering the application to the state department, we have no control over the processing timeframe within a specific state's jurisdiction. Currently, the state's processing time is estimated to be ***** weeks. Therefore, your request to receive your birth certificate within two weeks is not attainable through the restriction from the ******************* not GOV+. It is also important to clarify that you filed this complaint just 11 days after submitting your application, so stating that you have been waiting for over a month is not accurate, even though we understand it may feel like a month, it was in fact only 11 days. Again this was discussed to you when we spoke to you on September 10th 
  
  During your conversation with our agent, *****, we understood your urgency and we communicated the time frame stated above that is also stated on our website. On this call you were offered a cancellation and refund, of which you declined. Unfortunately, since you initiated a dispute with your bank, and initiated a BBB complaint stating information that is not consistent with what you informed us verbally, we have no choice but to cancel your application. Your account has now been fully refunded. The refunded amounts total $111, comprising $57 and $54. We initiated this refund process on September 15th at 6:37 PM EST. While our refunds are processed in real-time, please allow 1-3 business days for the funds to be posted to your account, as bank processing times can vary.
  
  We regret GOV+ was not able to meet your needs, at this time we feel that we have taken all the necessary steps to address your concerns and processed all the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:09/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 348$ to gov+ an still have not heard anything back or my application has not been processed I paid 348$ on august 5th ********************************************************* process and I have reached out to customer support and was told all of the following things by different people:- There was an internal bug with their software - There was a validation error with my account - There was an error with my picture Despite whatever problem there was, was never contacted to fix the issue. TSA NEVER has any appointments available. It was only told to me when I reached out. So I need a Refund this website is a scam

  Business Response

  Date: 09/18/2023

  Hello Arlitria,
  
  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 highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  Please refrain from making inaccurate public statements, specifically, the assertions that " nothing has happened with my application. It's worth noting that applications for New Passport and TSA PreCheck were submitted by you on our website on August 5th. Starting on August 6th we began to send email prompts to you, emails notifying you or needed information and corrections were sent to you specifically requesting you to select a schedule for your TSA Precheck enrollment. Please know that the dates and times available constantly change as they are a lot of applicants booking or rescheduling their appointments. In your case, you did not  open or select a time immediately and therefore initial options sent to you were no longer available. 
  
  On August 28th you initiated contact through our chat support, expressing your need for a TSA appointment scheduled for either September 5th or 6th. We immediately booked and provided you with the agreed date and provided you full appointment details via email. The appointment details are as follows:
  
  Appointment Time: 09/6/2023 @ 3:10 PM (EDT)
  Location: Staples XXXX XXXXXXXXXXX Blvd: Located inside Staples XXXX XXXXX, GA XXXXX-XXXX
  UEID: UZZY-5FXXXX
  
  As of recent checking, there was no status for enrollment on your TSA Precheck despite being provided with the requested appointment details. This means it is unclear if you showed up to the appointment that we booked for you, did you show up to this appointment? Or do you need a reschedule? You never notified us of any need to reschedule.
  
  About your New Passport application it was submitted incomplete and  it is crucial to recognize that processing an incomplete application is not possible, particularly for passports, as it presents inherent challenges. On the same day you initiated your TSA Precheck application, we promptly received and commenced the processing of your New Passport application. Please also know that the fees associated with your passport application also contain mandatory government fees for $130 and $35. These fees we conveniently accept from you via credit card and issue our company checks for your convenience.
  
  On August 8th, we initiated two email correspondence with you. The first email served as a request for you to upload a suitable passport photo, while the second email served a dual purpose: to inform you that the full-body photo you had initially provided did not align with the standard passport photo specifications. Upon resizing to the requisite 2x2 dimensions, the image exhibited blurriness. As a result, we issued a follow-up email on August 17th, explicitly requesting a replacement photo due to this recurring issue. Unfortunately, despite our diligent efforts, we did not receive any additional photo submissions to facilitate the progression of your passport application. Even after you have filed for the BBB complaint on September 10, we have requested for another photo to be uploaded on September 13th so that we can move forward with your  application. It's important to clarify that there were no errors on our part; rather, the photos you submitted simply did not meet the prescribed criteria for a valid passport photo as required by the government, these are not standards we just impose.
  
  Throughout the course of these application processes, our interactions with you have exceeded ten instances. During these interactions, we consistently supplied you with the necessary information and guidance required to advance your applications. Therefore, we feel it is not accurate for you to state that no communication was made when in fact ******************************************* order to unblock your applications and get them ready for processing.
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. We've taken note of your complaint, and despite providing you appointment details for your TSA Precheck application and attempts at assisting with passport application, we place a high priority on customer satisfaction. We have canceled all applications and processed a full refund of $348 to your charged account on September 14th. Refund confirmation receipts were sent via emails that were opened by you upon delivery. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement.
  
  We regret GOV+ was not able to meet your needs, at this time we feel that we have taken all the necessary steps to address your concerns and processed all the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:09/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was renewing my pre check through a government site but realized afterward I paid for a service that they are unable to provide as my pre-check has not expired. Their website is deceiving as it is made to look like a government website.

  Business Response

  Date: 09/13/2023

  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.

  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  

  We called you on September 9th at 2:01 PM EST to discuss this matter and left you a voicemail.

  Please refrain from making inaccurate public statements, specifically, the assertions that " paid for a service that they are unable to provide. It's worth noting that an application for *** PreCheck renewal was initiated on our website on September 6th but was left incomplete. It's important to understand that processing an incomplete application is not feasible.

  Within the *** PreCheck renewal application, or any application for that matter,  there exist specific questions that can only be answered by the applicants themselves. Without access to these answers, it remains impossible for us to advance your application to completion.

  We would also like to address your statement regarding our website. It is important to highlight that your decision to utilize our services was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers regarding our services and associated fees. These disclaimers educating you are prominently displayed throughout our website. We would like to specifically address your assumption that our website lacks indications or statements of our affiliation with the *** or any government agency. If you had  thoroughly read our website in its entirety, there would be no confusion or assumptions made about our website, services and affiliations. As our disclaimers clearly read that we are a private company and not affiliated with the government. Although we have been contacted in the past by the government to assist with streamlining certain forms, we have chosen to remain a private company that serves customers only at this time. Our website homepage, www.govplus.com, clearly and boldly states close to the top that we are "Not the government, just a helpful private company. This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:

  GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice." 
  

  We would like to emphasize that no government website currently offers multiple government applications in a single platform as each government agency is regulated by different areas thus adding to the confusion where to find said forms and or where to file / send  them for processing. It is due to this very confusion (and much more) that we are able to offer simplicity and clarity to many government processes on an independent and private level. We and many, many customers are confident in our design decisions and believe we offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company and NOT in any way affiliated with any state or government agency.

  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. We've taken note of your complaint, and since the application was not finished by you and therefore not processed on our end, it is in line with our money back guarantee. We place a high priority on customer satisfaction, we have processed a full refund of $97 to your charged account on September 12th. A refund confirmation was sent via email, please acknowledge receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement.

  We have taken all the necessary steps to address your concerns and processed the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  

  Best regards, 
  

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

  
  

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent them ALL my Personal info to GOV+ to get me a passport and it's been months now and still nothing. The only thing I received was an application which I could have picked up myself for FREE. I Keep going back and forth with ****, one of the reps, and he is NO help at all. I expected a passport from them for all the $ i had spent, not an application. The only thing i want now is a refund, this site is a scam !!!

  Business Response

  Date: 09/14/2023

  Hello ********,
  
  
  We sincerely apologize for the confusion and want to assure you that we have processed thousands of other applications without any issues, and we sincerely apologize that you experienced this unfortunate case and we can offer you a refund of our software fee of $57. Please know that refunding you the $130 government fee would automatically result in voiding the check we issued on your behalf.
  
  We would also like to assure you that your application has been received by the passport facility on May 5th 2023 and is still being processed by them. The agency is very backed up at the moment. We have provided you your application locator number and the contact number to check the status of your application directly with the facility. It's important to note that the current routine processing time frame for passport applications is between 10 to 13 weeks due to significant backlogs within the government. During your interactions with us, we informed you of this timeframe and this information came directly from the US ********** of ***** website and often changes based on their workload. 
  
  We offer you two options at this point:
  
  Option 1. Refund of our GovPlus software fee and keep processing your application
  
  Option 2. Refund both Software and Government fee but this will cause the check we issued to be voided and do not recommend this as we confirmed your application is actively being processed at this very moment. Full refunds of $57 and $130,  a total of $187
  
  We have also sent this response to you via email for faster processing of your desired selection.
  
  We believe that we have addressed your concerns and eagerly await your choice. 
  
  You are a valued customer and we urge you to select option 1 Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:09/05/2023

  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 the website they give you the tracking number for your package. The one they provided for me is incorrect. I have a screenshot of it. When I called they just said it was incorrect and it must be ***** fault. Apparently the package was delivered on July 28th. The address they delivered it to was "********* mailbox *****" even though the address I provided was "**************************************************** Apt. 35 ********* ** *****". Again, I have screenshots of all this information. I have no idea where my package is. It's my passport, that is sensitive information. I feel like this was extremely careless. I'm still waiting to hear back from *****

  Business Response

  Date: 09/14/2023

  Hello *****
  
  We sincerely apologize for any inconvenience you have experienced and want to assure you that we have taken the necessary steps to address your concerns.
  
  Your passport application was received on June 30th, and upon initial review, it came to our attention that there was an incomplete address provided by you. We promptly reached out to you via email on July 3rd, requesting your complete mailing address. We followed up again on July 8th, by email and you responded providing us the missing information required to process your application. Subsequently, we were able to confirm and rectify the address issue, allowing us to complete your application processing. Your application packet was completed on July 18th and was scanned and picked up by **** and in transit on July 21st 2023.
  
  On September 4th, at 6:38 PM, you initiated a chat with us concerning your application packet, but unfortunately, you abandoned the chat session. Recognizing your concerns, we proactively contacted you back via phone the following day, September 5th  during which we identified a potential technical issue directly with the ************* ************** (****), you reported that when you checked our dashboard for the status update of your passport application it showed that a label was created but not shipped; However when we traced the package it was shown as delivered. We then contacted **** directly to inquire why the discrepancy was occurring.   
  
  We are still actively investigating and working with **** in full detail what occurred with **** related to the delivery of your package.
  
  We have contacted **** and they have reported the following this far, with their handling of the package. We also found out that you have already initiated a service request directly with ****. During our conversation with ****, we were informed that efforts were made to locate your information and package within their system, but unfortunately, no guarantees could be provided regarding the whereabouts of your missing package. Additionally, as per **** it was mentioned that the letter carrier who handled the delivery was off-duty during the incident. Furthermore, it appears that there was an error in delivering the package to the incorrect mailbox, and regrettably, the carrier could no longer locate it. This is all unacceptable and we will continue to work with them and locate your package as soon as possible.
  
  We understand the frustration this situation has caused, and please rest assured that we are actively working with **** to assist in resolving this unfortunate matter of **** misplacing your passport application package to the best of our abilities. 
  
  We will continue to work with **** to track the package; However we would like to offer at our expense to reprepare and expedite a new package for maximum safety and speed. We will incur all expenses related to the reprinting of your application including but not limited to the forms and passport photo, postage label, tracking,, as well as the issuance of the required checks.
  
  We also offer a full refund if you wish. We believe this is not your desired outcome as you reported you want the delivery of your package as per the above complaint. We would be more than happy to resend you your application packet if you wish, just please reach out to us directly to let us know how you wish to proceed. Also, please know that we will not stop the investigation with **** in the meantime. We strongly suggest you allow us to reissue your package asap in order not to lose anymore time.
  
  You are a valued customer and would be grateful to have the opportunity to right this unfortunate matter experienced with the **** glitch. We eagerly await to hear from you regarding your decision to reprocess your application. We will also send this communication to your email on file as to not delay with your desired selection of full refund or package reissued; In addition, you can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************
  
  

  Customer Answer

  Date: 09/15/2023

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

• Initial Complaint

  Date:08/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 17th I used the site to renew my passport and apply for *** Pre. My card was charged for both items. Now GOV+ is saying they cant find the transaction to send me a receipt, which Ill need to show the *** office at my appointment. Scam site.

  Business Response

  Date: 09/07/2023

  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  
  Please refrain from making inaccurate public statements, specifically, the assertions that "I was charged twice", they cant find the transaction to send me a receipt and "Scam site." We urge you to take a moment to familiarize yourself with our services and to also exercise caution when using the term "scam." Our company is a legitimate, fully registered private entity operating in compliance with state and local laws. We have seamlessly helped process thousands, if not tens of thousands of applications.
  
  To provide clarification, on August 17th, you encountered two separate charges for two separate and distinct applications, TSA PreCheck and New Passport applications. The initial two charge attempts did not successfully proceed due to the reason "Insufficient Funds; Try again in 10 days." as per our merchant account error codes. These instances may have occurred because there were charges on hold, pending, or the account was approaching its credit limit. We are uncertain as these alerts and blockages come directly from your card issuer directly to our merchant account bank.

  On the same day, when you contacted us regarding your declined credit card, you mentioned receiving a fraud alert and expressed doubts about the trustworthiness of our site. It's important to note that the third charge attempt also failed, with the reason being "Suspected Fraud." It's common for credit card issuers (credit card company) to flag transactions that deviate from the cardholder's established purchasing patterns or involve unusual amounts. The alert you received was a request for authorization. The two successful payments  were processed. Please note that receipts were automatically sent at 2:58 and 2:59 PM and as per our records were opened by you at around 11:48 PM EST.
  
  The following day, you were sent an email containing the details for your TSA Precheck appointment. The details were as follows:
  
  BRING THE FOLLOWING DOCUMENT(S) TO YOUR APPOINTMENT:
  1. State ID Card (or outlying possession of the U.S.) with a seal or logo from State or State
  Agency
  2. Passport Book or Card
  
  Date and Time: 08/31/2023 @ 4:20 PM (EDT)
  Location: XXXXXXGO XXXX XXnd Ave Ste X** XXXX XXXXX, FL XXXXX-XXX7
  UEID: UZZY-XXXXXY
  
  Almost two weeks later, you reached out again requesting receipts. We provided you with instructions on how and where to find receipts in your dashboard.  As well as we manually sent to you both requested receipts via email at 12:32 PM the same date. Please know TSA PreCheck allows walk-ins for interviews, but applicants with appointments are prioritized. You do not need our receipt to show up for your appointment. You just need to follow the instructions that were emailed to you as it already contained the documents you needed to bring. 
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. 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 a full refund to your charged account on August 31st at 6:53 PM EST in the total amount of $154. You now have received the refund confirmation details via email and we have confirmed receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement. 
  

  We have taken all the necessary steps to address your concerns and processed the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  - Date of the transaction: July 14th, 2023 - The amount of money you paid the business: $187 - What the business committed to provide you: Passport renewal - What the nature of the dispute is: The website appears like a government site. I thought I was renewing my passport through a reputable site but realized afterward I paid for a service I don't need and gave personal info to a site I don't know. The website is deceiving.- Whether or not the business has tried to resolve the problem: Attempting to communicate with any staff is impossible since theyre using AI and bots.

  Business Response

  Date: 09/12/2023

  Dear *****************************
  
  
  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated customer support representatives will be pleased to assist you.
  
  You researched and used our passport services on July 14th 2023.
  
  August 28th at 3:04 PM you reached out using our assistant to edit the information on the passport application that you just submitted. You reported to us that you wanted to update the phone and we then executed this for you. We considered these active application corrections and no further request was needed for you, we then began processing your passport application and creating shipping labels on your behalf to track the exact status of your passport application. 
  
  You reached out via our assistant once again at 1:10 PM EST August 30th but did not make any requests, you closed out and left. Four minutes later our customer service agent ***** reached out to you via email exactly at 1:14 pm EST to see if you needed help as you launched the assistant for help then abandoning the help line looked suspicious to us and wanted to ensure your needs were met. 5:38 PM the same day, one of our supervisors, *****, called you and left a voice message. 
  
  To this date we have not heard back from you at all, not phone, nor chat support or by email. Then on August 30th we received this BBB complaint out of nowhere making accusatory responses when you have failed to respond to any of our follow requests to see if you needed assistance. 
  
  Due to no response we have canceled and refunded the following amounts $57 and $130. Refund confirmation emails were sent to you and you opened them as well.
  
  We value your feedback and would be grateful to hear any further comments you may still have privately. Please do not hesitate to share your thoughts directly with us.. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************
  
  

  Customer Answer

  Date: 09/12/2023

  
  Better Business Bureau:
  
  On July 14th at 2:52 PM I used Gov+ services to renew my passport. Despite my bank sending me a fraud alert, I entered in all my information, photo, paid, and your company accepted it. I was informed that I would receive some sort of notification when my application would begin processing. I did not.
  
  On August 3rd at 09:50 AM I received an email asking me for my photo AGAIN. I uploaded the exact same photo and was informed I would receive some sort of notification when my application would begin processing. I did not.
  
  August 28th at 3:04 PM, after changing my phone number through chat on your website, I was informed I would receive some sort of notification when my information would be updated. I did not.
  
  On August 30th at 10:47 AM my old phone number was still showing up to access my account so I decided to email support instead. After 7 emails with support, my number was STILL not changed.
  
  On September 8th at 2:57 PM ***** called me with the following message: Hi, good afternoon for my name. Uh, this is ***** from Gov+, we're calling to uh check information regarding the BBB complaint you filed. The reason why your passport was not processed, the application that you submitted, was because the email address you provided is what we sometimes use for a dummy account. Um, we would also like to check why you would use our company name in an email, which is also trademarked. Thank you.
  
  I received calls and emails to see if I needed any assistance, but the simplest of actions were not able to be made. This is why I filed a complaint. Gov+ states that on August 28th they began processing my passport application. A month and a half after my paid services. The call from ***** suggests that my application wasnt processed at all because of my dummy account. If my email seemed like a dummy account, why didnt I receive any type of communication on it? So, which one is it?
  
  As of September 12th 2:05 PM, my old phone number is STILL showing up when attempting to log in to my account. Thank you for refunding me the total amount for a service I did not receive. Please erase all account and personal information from your database in accordance to state/federal laws. Thank you.
  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:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a $57 fee for no reason. I have never heard of this company and I dont even know what they do.

  Business Response

  Date: 09/01/2023

  This complainant is not a customer and called in because of a charge on his credit card. The agent who assisted him tried locating an application or an account under his information. When the fiance's information (email address) was provided, he was duly informed that there was an application currently being processed under that name. He was aware of the service, he was aware of the charge. The call was recorded and he was captured saying nothing else when asked if the agent could still be of assistance. Attached is a full transcript of the recorded call. Please advise if the actual call can be attached as well. 

• Initial Complaint

  Date:08/29/2023

  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 contract this company services to renew my passport, was charged the correponding charges for the service,plus a TSA procedure. I contact the company ,apparently the passport was not even sent to process because the person I was speaking to said that it was going to send it to another department. And after that my 2FA number got changed somehow. I can't log in because the phone number that receives the autentification isn't mine and it's been 2 days since I called them and still the same problem. No passport and can't access my account.

  Business Response

  Date: 09/05/2023

  Hi ************************* was a pleasure talking to you and thank you for giving us the opportunity to explain our side. All your suggestions, feedback and comments are taken to heart. We always strive to provide better service to our customers.

  We extend our sincere apologies for the inconvenience and delays you have experienced. We would like to clarify again that most of our services are currently tailored exclusively to citizens and applicants currently residing in or holding addresses within the 50 states inside *****************. ***********, is an unincorporated territory and we have yet to open our services there due to shipping reasons at this time. We are working diligently to address servicing unincorporated areas such as *********** as soon as possible. However, we can currently accommodate digital applications like EIN and TSA PreCheck products at the moment.
  

  Upon thorough investigation, we have determined the reason your passport application was accepted by our platform is because the ** address used during submission was located in *******. This has inadvertently resulted in your application remaining in processing status. As the system is , again, programmed to identify certain information relative to the services we currently offer. Right now, these exclude information and research for ** Territories.  Here is the passport facility where you can send your passport renewal application:
  
  US ********** of ********************************************************************************* Box 1146
  ********, ** 20166-1146
  
  We are also pleased to inform you that your transactions have been successfully canceled and refunded. Receipt for the refunds should arrive in your inbox from ******************************** soon. Usually, your bank's processing times require up to 1-3 business days for the refund to be shown on your account. Please take extra care to keep your active until the refund amount has been credited. If your card becomes lost, stolen, or blocked, the refund cannot be processed. Additionally, for security reasons, we are unable to provide company checks.
  
  Please let us know if you need further assistance or have any questions.
  We look forward to serving you again in the future!