Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  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.

  Paid for lost passport replacement in April. No service provided. They just stole my money.

  Business Response

  Date: 06/06/2025

  Dear ******* *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to clarify the facts surrounding your interactions with GOV+.
  
  On February 2nd, you paid the one-time GOV+ fee of $67 for a Lost Passport application using the email address ************************ However, the account associated with this transaction was never activated. As outlined in our service process, proper account activation is essentialit not only secures your information but also enables access to status updates, notifications, and follow-up actions. Additionally, the application submitted included only the most basic personal details. Multiple reminders were sent throughout February requesting that you return to your dashboard to complete the missing fields. Unfortunately, applications do not progress without user engagement.
  
  Separately, on April 18th, under a different email address *********************** a GOV+ annual subscription was purchased for $119.88. This account was properly activated, and the Identity Protection feature was also successfully enabledindicating that services had been accessed and used.
  
  Regarding the charges and your refund request, we refer you to Section 10 of our Terms and Conditions, which clearly outlines our policy:
  
  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  That said, while both of your purchases fall outside the eligibility window for refunds and a service has technically been activated, we have gone ahead and processed full refunds as a one-time courtesy. This gesture is extended in the spirit of resolving this matter amicably, even though your situation does not meet the stated refund conditions. 
  
  Refund confirmation emails have already been sent to both email addresses on file. Please allow 35 business days for the refund to appear in your bank account, depending on your financial institution.
  
  We hope this clears up any confusion and confirms our good-faith efforts to provide clarity and resolution. We consider this matter closed.

  Business Response

  Date: 07/17/2025

  Good day, 
  
  It was refunded on June 6th to Visa ending 4858. Please see refund receipt attached.

• Initial Complaint

  Date:06/04/2025

  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.

  Hello,I applied for a passport renewal on 1/28/2025, paid $197.00. It was supposed to take 4-6 weeks and here we are 6/4/2025 and the status still says in progress. I have requested a refund from this company via the chat and sent several emails.They refuse to issue a credit. No one ever answers the phone and you can not speak to an actual human. Via a chat, they said the picture was not accepted (no one informed me of this-they didn't tell me this) and to upload another one. I did that SEVERAL times and still none were accepted. However-on their portal it has a green check **** next to your passport photo has been uploaded. No mention that it was not an acceptable photo. This company is a scam as I have read other complaints saying the same thing.

  Business Response

  Date: 06/10/2025

  Dear ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify several key points.
  
  To begin, GOV+ is a legitimate, privately owned and operated document preparation service, registered under all applicable state and local laws. We provide guided support for a variety of government-related applications, including but not limited to passports (standard and expedited), TSA PreCheck, IRS e-file assistance and many more. We operate under strict security, compliance, and integrity standards. For passport services, we are authorized through our subsidiary, *********************. Additionally, we are an IRS-Certified E-file Provider.
  
  We want to reiterate that customers are always free to apply directly through official government websites at no additional cost. GOV+ exists solely as an alternative optionfor those who prefer guided assistance, consolidated services, and streamlined application support. This is clearly communicated on our platform.
  
  Regarding your concern about application delays, we sincerely understand the frustration that can come with waiting. However, GOV+ processes thousands of applications each day across multiple services. All applications are reviewed in the order received, with the exception of those submitted through our expedited or premium servicesthese receive priority handling due to the additional service fees attached.
  
  Now, about your photo. While our system allows uploads that meet technical parameters such as size and resolution, this does not mean the photo meets official government standards. You noted that your image received a green check **** for being uploadedbut that is not the same as being approved as a qualified passport photo. In your case, the first image was disqualified because it was a photo of your 2x2 which did not seem like it was taken in the last 6 months, which was communicated to you via email on February 26th. When errors like this occur, applications are paused and placed back in the queue until a corrected requirement is received.
  
  The second photo you have uploaded, you were looking at your device screen, not straight at the camera. Please understand that these passport photo requirements are set by the *******************, not GOV+ and are not arbitrary rules. Our job is to help customers meet those requirementsnot to redefine them. 
  
  Given the nature of your complaint, it appears there was a significant misunderstanding of how our platform works. While your request came outside of our 7-day refund policy, we still processed full refunds for both applications totaling $197 as a gesture of goodwill. Your application was canceled on June 4th, and confirmation emails have been sent to the address on file. Please allow 35 business days for the funds to reflect on your original payment method, as processing times vary depending on the bank.
  
  We also spoke to you over the phone to provide this update, and we appreciate you taking the call. We do our best to support customers who understand, appreciate the value of our services and the clarity of our platform. That said, GOV+ has taken all necessary steps to resolve this matter fully.
  
  We consider this matter closed.

  Customer Answer

  Date: 06/29/2025

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

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25 & 26, 2025...I proceeded to renew my passport and TSA Pre-check. I paid total $251.00 $57 for pre-check, $194 for passport renewal and no service has been provided. I kept receiving a response from GOV+ to provide additional payment for a incomplete application and I provided all the information requested. I believe this to be a scam and requested a dispute with credit card holder.

  Business Response

  Date: 06/09/2025

  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, TSA PreCheck, tax filing and more. Please understand that we adhere to the ******************** requirements. GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards set by the agency. 
  
  The applications have not reached the review stage because the requirements remain incomplete: For the passport application, the settlement of the mandatory $130 government fee for standard processing. There is also an option if you prefer to issue your own check for the passport fee. As for the discounted TSA PreCheck, this application has not been selected yet although it has been paid for, the eligibility questionnaires have not been completely answered.
  
  Our ability to move forward with processing depends entirely on how quickly applicants comply with the required steps. Delays typically arise when instructions are not followed, queestionnaires were unanswered, required materials are incomplete, or documents do not meet compliance standards. We are only able to review applications that have completed these basic steps on the applicants end. 
  
  Given the nature of your complaint, it appears there was a significant misunderstanding of how our platform works. While your request came outside of our 7-day refund policy, we still processed full refunds for both applications totaling $251, as a gesture of goodwill. Your applications were canceled on June 4th, and confirmation emails have been sent to the address on file. Please allow 35 business days for the funds to reflect on your original payment method, as processing times vary depending on the bank.
  
  We also attempted to contact you via phone to provide this update, though its possible the timing was not ideal.
  
  We do our best to support customers who understand, appreciate the value of our services and the clarity of our platform. That said, GOV+ has taken all necessary steps to resolve this matter fully.
  
  We consider this matter closed.
  

• Initial Complaint

  Date:06/03/2025

  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 paid for a passport, they continously delayed processing my application. I attempted several times to resolve issues, however they were no help and refused per their policy to refund my payment. I was told over a week ago that everything was good, and my application would be mailed ********* I contacted them for a follow up, the application has not been mailed, and the person assisting me advised that the application hadn't been reviewed yet, and there had not been proper identification sent in.. mind you, the person last week said it was approved and cleared to ship.

  Business Response

  Date: 06/06/2025

  Dear *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the circumstances regarding your application.
  
  While we regret that your experience did not meet expectations, we would like to clarify that the delay in processing was due to issues with both the passport photos and the evidentiary documents you submitted. Although you opted to use a professionally taken photo, the identification document you provided did not meet the current requirements.
  
  As of May 2025, the ************************ has mandated that all acceptable identification for passport applications comply with the REAL ID Act. IDs marked with NOT FOR FEDERAL IDENTIFICATION are no longer accepted under this policy. Additionally, a photo of your previously issued passport from 2014 is not sufficientphysical documentation must be presented for verification. 
  
  If you wish to proceed, please follow the enclosed instructions carefully to avoid any issues that could lead to rejection. Your application was already completed and is already being prepared for shipment along with other applications. Since your photo ID is not an acceptable document, please bring additional IDs to your passport appointment, such as: A REAL ID-compliant license, a certified birth certificate and secondary ID, like a Social Security card, work ID, or health insurance card.
  
  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 refunds accordingly.
  
  

• Initial Complaint

  Date:06/02/2025

  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.

  I am attempting to get a new passport. I was charged 3 different fees totaling $319. I completed almost all the information. I was waiting for my REAL ID and certified birth certificate. I have them now and was attempting to get into my open file. I have tried for days and have been waiting on the phone for assistance for 3 hours now. I believe this might be a scam and I will never secure my passport through them.

  Business Response

  Date: 06/06/2025

  Dear **** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns.
  
  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 note that we operate in strict adherence to the ************************* standards and requirements. Through our subsidiary, *********************, we are authorized to assist with passport applications and are held to the same high standards of security, accuracy, and compliance as mandated by the agency. We cannot complete applications that do not meet federal requirements, as doing so would result in inevitable rejection by the issuing authority.
  
  In your case, the application was unable to move forward due to missing required documents and a passport photo that did not meet government standards. While our system may accept uploaded files for review, final approval depends on a full manual assessment by our team against the ******************** criteria. If submitted photos or documents are found to be noncompliantwe place the application on hold and notify the customer, allowing them the opportunity to provide corrections.
  
  When you contacted our support team via live chat on June 2nd, our representative, *****, informed you of the issue with your photo and provided guidance on how to move forward. Although the system initially accepted the image, our review team found that it did not meet federal standards. You were offered the option to upload a new photo or have one taken professionally to avoid further delays. Instead, you opted to cancel and requested a refund.
  
  While the refund was outside our 7-day policy window, we honored your request in full as a courtesy. Confirmation receipts have been attached for your reference.
  
  We take pride in providing services that many customers find helpful and efficient. We are always happy to assist, provided we are given the opportunity and cooperation necessary to do so. We consider this matter closed and wish you the best in completing your passport application through the method that best fits your preferences.
  
  

• Initial Complaint

  Date:06/01/2025

  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 tried to get my account my order account for my social security number reply so the name it sent me nothing only they told me that I need to try again the application happy already I send you the proof so you can send the order number in the day delivery they said they're going to deliver in 2 weeks it's almost 3 weeks ready so I'm going to leave my phone number and my my email I don't want to touch nothing *************************** &**********

  Business Response

  Date: 06/09/2025

  Dear ****, 

  We sincerely regret the inconvenience surrounding your Social Security Card Replacement application. Please know that your concerns are important to us, and we genuinely appreciate your patience and the time you took to speak with us over the phone to help resolve the matter.

  If you have any further questions or need additional support, were here and happy to assist. For continuity, please feel free to reply directly to the email thread sent earlier by our representative, *****.
  
  Warm regards,
  
  GOV+ Customer Support
  

• Initial Complaint

  Date:05/30/2025

  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 19th I was charged a fee of $97 by GOV+ for a passport application. The add was misleading saying passport for $97. Before you go through the process of requiring an application you are forced to pay. Then you find out that there is a government fee to add on. I went through with the process because I paid already. I sent in a photo for the passport under their guidelines. A week later I was told that my picture was no good and listed difficult extended guidelines I must meet before sending another picture. I immediately asked for a refund. They responded saying they can't refund a government fee. I did not pay a fee to the government I paid GOV+ fee. Also they said they can only refund half of the money due to back office labor fees. I asked again for a full refund and it has been three days and no response.

  Business Response

  Date: 06/03/2025

  Hello ***** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns.
  
  For transparency, all applicants are free to handle their government applications independentlymany government forms are available for free and can be completed directly through official agencies without the assistance of GOV+ or any third-party service.
  
  What we provide is a convenient, guided, and streamlined application experienceincluding simplified online preparation, filing assistance, and additional support. GOV+ does not charge for government forms themselves; we charge for the use of our platform and the services we offer.
  
  Yes, GOV+ is a paid service. Yes, we are a third-party company. And yes, our fees are completely optional. According to our records, you voluntarily created an account on May 18th and began filing a Passport Renewal application the same day. When presented with clearly outlined tiered service optionsStandard, Priority, and Expressyou initially exited the website. However, you returned the following day and completed the transaction, paying the one-time service fee of $97.
  
  To clarify: you had every opportunity to discontinue the process if you did not wish to proceed with our platform or be charged. Instead, you chose to move forward by completing the required questionnaire and uploading a passport photoalthough it unfortunately did not meet Department of State standards.
  
  You were also offered the option to expedite processing for an additional $57, which you declined, as well as the option to have us handle the government fee for your conveniencealso declined. All of this reflects deliberate interaction with the services we provide, not a passive or accidental charge.
  
  At GOV+, 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.
  
  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 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.
  
  Directly below the total amount, there is a disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This statement is visible to ensure customers are informed before proceeding. You were offered to have your government fee check be issued by us for a fee and you were able to skip that offer. 
  
  As for the refund, you may refer to the Terms and Conditions all customers are supposed to agree to before payments are processed. 
  
  10. Refunds?
  
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  Your application had already undergone review, which is why you received the email notification informing you that your passport photo was rejected. On May 26th, you contacted us demanding a refund, citing that the passport photo qualifications were too difficult to meet. Just to clarifythose photo requirements are not determined by us; they are set by the ************************. Our role is simply to ensure compliance so that your application doesn't get rejected further down the line.
  
  Our representative, ****** responded by offering a practical solution: to have your photo taken professionally instead of attempting to meet the specifications yourselfsince, as you mentioned, you found them too difficult. While your request did not meet the criteria for a full refund, we still offered a partial refund as a courtesy, despite the issue not being due to any fault on our part.
  
  Given the tone and nature of your complaint, it seems our services may not be a good fit for you, and thats okay. We also want to reiterate that customers always have the option to apply directly through the appropriate government websites at no additional cost. GOV+ exists to provide added convenience and support for those who value our assistance. Your application was cancelled and you were issued a full refund of $97 on May 30th despite going against our refund policy. A refund confirmation email has also been sent.
  
  We wish you all the best in completing your passport application through whichever method suits you best. We consider this matter closed.
  
  

  Business Response

  Date: 06/03/2025

  Good Evening. The attached files are for additional information guaranteeing the refund was processed in full. 

  Customer Answer

  Date: 06/05/2025

   
  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: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.