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:07/21/2025

  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 am trying to renew my Passport. I sent in the request and paid February 20, 2025. I havent heard a thing since then. I have inquired with no response for 6 months

  Business Response

  Date: 07/30/2025

  Dear **** ********, 
  
  We have been trying to reach out to you via phone call however we were always routed to your voicemail. Please respond to the email thread we sent you so we can assist you in completing your application. 

• Initial Complaint

  Date:07/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 2 times and have not been able to get this resolved with the company. $119.88 and $97. I just want a refund. Transaction was on 7/20/2025

  Business Response

  Date: 07/30/2025

  Dear ***** *******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that some customers may experience buyers remorse, but we always encourage customers to reach out to us directly with questions or concerns before resorting to public complaints. Were always available to assist and clarify when given the opportunitybefore assumptions are publicly shared.This is not only the most effective way to resolve issuesits also the most ethical.
  
  Your application and subscription were already canceled on July 22nd. We consider this matter closed.

  Customer Answer

  Date: 07/31/2025

   
  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:07/20/2025

  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.

  I have unsuccessfully attempted to get a refund for $211. from Gov+ for a passport renewal service that was not received. I have repeatedly attempted to resolve this issue with Gov+ to no avail, but a lot of frustration. I think that's the goal of a company like this, to have people give up so that they keep your ********** is a synopsis of the problem:In March I tried to renew my passport on Gov+. I couldn't get back into the website, later, no matter what I tried, and the purchase of a passport never went through. The money was charged before I came to the end of the process, notably: a charge of $67 for "Passport application", the only thing I wanted to do, for $57 for "Expedited processing" (I did not ask for this) and $97 for "TSA Pre-Check" (I did not want or ask for this service, either). The process was never completed because a passport photo wouldn't upload, even after many tries. When I went to try again later, after discovering I had already been charged for services NOT rendered, I couldn't access my "account"...Finally, as stated, no matter what I have tried, I cannot log on to the Gov+ website with the credentials I had established with them or using any of their retrieval protocols. I have tried repeatedly, as well as going to my bank regarding the charges. The bank told me that Gov+ was a known scam, illegitimate, and on a list of frequent problem websites. I've emailed the company again, but possibly without "an account" I won't be able to get it. As an experienced traveler, I'm fairly embarrassed that I fell into this scam... I thought Gov+ was a part of the US government's passport renewal process. I feel worried for someone who falls for this scam trying to become a new passport owner.

  Business Response

  Date: 07/30/2025

  Dear ********* *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  Just because you're unfamiliar with how the platform works or you missed pertinent disclaimers does not mean you were being scammed.
  
  Our service platform provides a clear, disclaimer on the homepage NOT THE GOVERNMENT, step-by-step instructions and multiple opportunities for customers to review what theyre signing up forincluding detailed breakdowns of optional services, terms, and fees. Every action taken on our site, from entering information to submitting payment, requires deliberate user interaction and authorization. No other website, government of third party, would offer you multiple government applications in a single platform.
  
  We understand that confusion can happen, especially with unfamiliar processes. But misunderstanding how a platform functions is very different from being misled or defrauded. 
  
  While we understand that some customers may experience buyers remorse, it is both unfair and inappropriate to submit unfounded complaints in a public forum. Were always available to assist and clarify when given the opportunitybefore assumptions are publicly shared.
  
  We recommend that customers ensure they are fully prepared to engage in a paid service before proceeding with any purchase. Given the nature of your complaint and to avoid future misunderstandings, we respectfully request that you do not attempt to use or access our services again. Your applications have been canceled and you were issued a full refund on July 21st. 
  
  We consider this matter closed.
  
  
  

  Customer Answer

  Date: 07/31/2025

   
  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:07/20/2025

  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.

  Went through all the steps with Guv+ including all money required to renew my passport. Each time I check on their dashboard as to how the progress was going, the answer was always the same should notify you that the passport package from the government will be sent in three days. I have not heard from them or received the passport as of this date. If it is near completion, I would like them to send me the passport. If it will take more months to accomplish, then they should send me a refund.***** *****

  Business Response

  Date: 07/29/2025

  Dear ***** *****, 
  
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to complete your application. Your application kit has been delivered on July 28th at your designated mailing address. If you have any questions or are in need of assistance, please dont hesitate to reach out to us through ********************************************************
  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/20/2025

  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.

  May,18, 2025 I got online to find out how to renew my passport. I was charged $97.00, I thought to apply through **************************. I started the application and on May 23, 2023, I finished the application and was charged another $165.00. I sent them personal documents of identification and was informed process would take 6-8 weeks. I never received any emails from ************************** of confirmation of my application but I verified that money had been withdrawn from my account. I have tried to follow up on my application but the customer service number provided doesn't connect me to a human and the website doesn't recognize me as having an account with them. I believe that I have been scammed and that this is a fraudulent company gathering personal information and stealing money for services never delivered.

  Business Response

  Date: 07/30/2025

  Dear ********* ******,
  
  We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. However, we would like to clarify a few important points to address your concerns accurately.
  
  First, when using GOV+ services, proper account activation is required to ensure the security of your information and to enable status updates or notifications. For transparency and ease of use, users must be logged into their account and click on My Applications to track the status of existing applications.
  
  Regarding the processing time, we acknowledge your concerns and apologize for any inconvenience caused by delays. GOV+ processes and reviews thousands of applications daily across multiple services and support channels. We are committed to giving each application the attention it deserves. However, to maintain fairness, expedited and premium services are prioritized since these options include fees for faster processing. Applications submitted under a one-time fee are reviewed in the order they are received. If issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe will notify the customer and place the application back in the queue. The application will only proceed to review once the necessary corrections have been made and provided.
  
  We understand your requested resolution, and in response, your application has been canceled and full refunds were issued today, July 30th 2025. This was confirmed to you via phone, and we ensured that a confirmation email with all refund receipts was sent to your daughters email address as requested. We consider this matter closed.
  
  

  Customer Answer

  Date: 07/31/2025

   
  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:07/20/2025

  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 paid for a passport to be created. It has been weeks and I have tried to get an answer. I get nothing but requests to pay for other products. It has turned into a harr8situation and support gives me the runaround.

  Business Response

  Date: 07/30/2025

  Dear ***** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand your concerns and regret any inconvenience caused by the wait time. Please know that GOV+ processes and reviews thousands of applications daily across multiple services and support channels. Our goal is to give every customer the attention their application deservesfairly and thoroughly.
  
  To ensure efficiency, applications submitted under expedited and premium services are prioritized, as those include fees specifically for faster processing. Applications submitted under the one-time platform fee are processed in the order they are received. This allows us to maintain consistency and fairness across all cases.
  
  Records indicate that you filed two separate passport applications: one on March 7, 2025, and another on June 17, 2025. The March application was canceled and refunded the same day, with a confirmation email sent to your inbox. The June application underwent review, during which our team flagged a rejected passport photo and a cropped birth certificate. An email was sent to you at that time requesting corrected uploads. When any application contains unqualified photos, incomplete information, or unverified addresses, it is returned to the queue for follow-up and resolutionnot simply dismissed.
  
  We understand your requested resolution, and in response, both applications have been canceled and full refunds were issued on July 23, 2025. We also attempted to inform you via phone, but in the event the timing was inconvenient, we ensured that a confirmation email with all refund receipts was sent to your inbox. We consider this matter closed.
  
  

• Initial Complaint

  Date:07/19/2025

  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.

  My mother is suffering from dementia. She tried to get a passport with the help of this company. They charged her a total of $278 which appear to be fees. Then ***** a month for 9 months. With the fees and monthly subscription charges they took a total of $565.76. My mother states that she has tried to cancel and can not. I tried and she never activated her on-line account, we can't log on to cancel it like the ** chatbot help and website say to do, yet they are able to withdrawal the money from her account. I would like the subscription canceled and possible refund. At the very least, this company needs to be fined or looked into for scamming Americans.

  Business Response

  Date: 07/30/2025

  Dear **** and *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We certainly understand and empathize with your mothers situation and the challenges she may be facing. However, we kindly ask that you refrain from referring to our company as scamming Americans. That accusation is not only inaccurate, but also inappropriate especially given that the applicant voluntarily engaged our services, which are clearly outlined and fully disclosed prior to payment.
  
  GOV+ is a registered private company operating under all applicable state and local laws, providing optional support services for government-related applications. We take our role and our reputation seriously.
  
  While we absolutely respect and sympathize with your mothers medical condition, it is ultimately her responsibility (or that of her caregiver) to determine whether she is in a position to proceed with an online application. Using a third-party service is entirely optional and clearly described throughout the process including terms of service, pricing, and scope.
  
  We appreciate constructive feedback, but misplaced blame and unfounded accusations help no one especially not your mother, whom we're genuinely trying to assist.
  
  Wed like to assure you that all your requests were processed, as confirmed to you by our representative *****. We consider this matter closed.
  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/19/2025

  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.

  Trying to renew my passport online. I clicked on govplus for help and went through the steps and then found out on my bank statement that they had charged $57 two times, $19 and $97. It didnt seem right. Tried to get a refund and they gave me the run around and tried to talk me out of it. Im still not sure if they are refunding my money! They did say they could not give me the full $97 as it had already started the research part. Avoid these people!

  Business Response

  Date: 07/29/2025

  Dear  **** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond. We take customer concerns seriously, but we also value clarity and fairness.
  
  To be clear, GOV+ is a legitimate private companyand yes, our services are paid. We dont issue the documents directly; what you paid for was the use of our platform and software to simplify the application process. 
  
  As outlined in our Terms of Use (SECTION 4, Item 2):
  
  "Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. *********** provides simplified online preparation and filing software to assist in preparing and filing certain specific applications."
  
  Our services are entirely optionalno one is mandated or coerced to use them. The value we provide lies in the convenience and guidance our platform offers. GOV+ serves as a central hub for multiple government applications, eliminating the need to navigate multiple government websites or figure out complex forms and requirements.
  
  Additionally, please know that you were not given the runaround. You were encouraged to complete your application because it was already near completion and undergoing review. Since the payment had already been submitted, it only made sense to proceed and finalize the processespecially considering that the majority of the steps were already done on your end. Our intention was to assist you in making the most of the service you had already invested in, not to cause any inconvenience.
  
  Finally, we would like to highlight that, despite your application not meeting refund eligibility criteria, we have processed  full refunds as a gesture of goodwill. Refund confirmation emails have already been sent.
  
  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:07/18/2025

  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.

  Requessting new passoirt in GOV+ site. Tried to charge on my account. was kicked out site. Have my info but no pics, DL, etc. Found out the site is 3rd party and questions asked were not appropriate.

  Business Response

  Date: 07/29/2025

  Dear ***** ********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond. We take customer concerns seriously, but we also value clarity and fairness.
  
  To be clear, GOV+ is a legitimate private companyand yes, our services are paid. We dont issue the documents directly; what you paid for was the use of our platform and software to simplify the application process. 
  
  As outlined in our Terms of Use (SECTION 4, Item 2):
  
  "Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications."
  
  Our services are entirely optionalno one is mandated or coerced to use them. The value we provide lies in the convenience and guidance our platform offers. GOV+ serves as a central hub for multiple government applications, eliminating the need to navigate multiple government websites or figure out complex forms and requirements.
  
  With GOV+, customers dont have to worry about which forms to use, what documents to prepare, or where to submit them. We also offer Identity and Document Protectionservices that, for the record, no current government website offers.
  

  Additionally, the questions asked during the application process mirror the ones found on official government formsnothing more, nothing less. These are standard, expected details necessary to facilitate processing. You were not asked about your income or anything beyond what is required for a passport application. We hope this clears up any misconceptions and highlights that our process is transparent, optional where applicable, and always designed with user control and consent in mind.
  

  Your application has been canceled and you were issued full refunds on July 20th. Refund confirmation emails were sent as well. Our goal is to serve customers who understand and find value in our services. We consider this matter closed.

• Initial Complaint

  Date:07/18/2025

  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 thought that I was dealing with a government agency. I filled out all of my personal information, including address, Social Security number, birth certificate, and IDs. I was then informed by my husband that this was not a government agency and when I looked it up. It was an obvious scam. I have disputed all charges with my bank and hope that I will receive a full refund. However, this company now has all of personal information, including my birth certificate, which scares me. I hope that I will be able to have some legal recourse against them if they that information against me.

  Business Response

  Date: 07/28/2025

  Dear ********* *****, 
  
  First, GOV+ is not a government agency, nor have we ever claimed to be. Yes, GOV is part of our namebut thats because our mission is to assist customers in filing and completing *************************** applications more efficiently. On our homepage, it clearly states: "NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. It wasnt hidden in fine printits right there for anyone to see.
  
  After carefully reviewing your application, we requested new passport photos because the one you uploaded did not meet the required quality standards. Please understand that we cannot, in good conscience, approve and complete an application that is likely to be rejected by the passport processing facility. Our goal is to help customers avoid unnecessary rejections.
  
  We regret having to cancel your application; however, customer satisfaction remains our priority. As a resolution, we have processed full refunds for all the charges and deleted all your information from our system. Refund confirmation emails have been sent for your reference. We consider this matter closed and hope for your fast recovery.
  
  

  Customer Answer

  Date: 07/29/2025

  I appreciate that the BBB was able to intervene on my behalf. The BBB was the only person who truly understood and respected the situation. GOV+ ignored all of my complaints and kept taking more money! It is impacting to myself and the BBB showed many many complaints against this company! The fact all this company could respond with only we do note this is not a governmental site, does not make it right. Your company deceived me and obviously many others! The word transparency should be first and foremost; not an excuse. I stand behind my complaint and greatly appreciate the BBB support and response. My bank also helped to reverse all charges and refunded me.