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:07/16/2025

  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.

  6/25 I filled out my passport application and received a notice that it was processing it and it would take 3-5 business days.6/28 Asked that I complete my application which I had already sent in.6/28 Asked me to activate my dashboard which I had already done on my cc: 6/17 $67 6/17 $57 6/17 $19 6/17 $130 Still no passport or notice of one coming

  Business Response

  Date: 07/28/2025

  Dear **** ***** *******
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  Regarding the rejection of your photo, please note that passport photo requirements are set by the *******************. Our role is to ensure compliance with these standardswe do not create the rules; we simply help applicants meet them.
  
  We cannot approve or process an application that does not meet these requirements, whether due to non-compliant photos, incomplete information, or insufficient documentation, as this would likely lead to rejection by a passport processing agent. Our goal is to help applicants avoid these unnecessary rejections and ensure a smooth process.
  
  Given the nature of your complaint, your applications have been cancelled and you were issued full refunds. You were informed of this by our representative, *****, via phone call with your husband and refund receipts were also 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:07/16/2025

  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.

  GovPlus piggyback their website on a government *** website which deceived consumer like me. At any rate, I paid a total amount of $329.00 for the renewal of my *** account and passport on July 13, 2025. They acknowledged that they got the payment and my information for my TSA and passport application. However they kept sending me an email to COMPLETE MY APPLICATION. I informed them several times that the application was completed and should finish it. My emails was ignored and still kept sending the same email to complete my application. I sent them an email requesting the returned of my money because I felt the this is just an scamming website

  Business Response

  Date: 07/25/2025

  Dear ******* ********, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  First, wed like to clarify a common misconception: GOV+ is a private platform that offers application support services for government-related processes, NOT JUST for TSA PreCheck and passport renewals. We offer other services, you may just refer to our website again at your convenience. Our site does not piggyback on government websiteswe are entirely separate and it is clearly stated on our homepage. Transparency is not something we shy away from, even if it seems to be overlooked in hindsight.
  
  Regarding the emails prompting you to complete your application: these are automatically triggered when required stepssuch as uploading documents, submitting missing information, or confirming identityare not fully completed. Please be advised that your application contained only the most basic information and required a verified address to proceed. Multiple notifications were sent requesting that you return to your dashboard to complete the missing detailsunfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status. If you were receiving these notifications, it was because our system detected that your application was still missing something. We dont send reminders for fun.
  
  Lastly, your refund request has already been acknowledged, and your applications were canceled in accordance with that request on July 15th. We also attempted to reach out to you multiple times to inform you of this, we left you voice mails and sent you emails as well. 
  
  You were not scammedyou simply chose not to proceed with the process, and we honored your decision. We consider this matter closed. 
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  Used this company to apply online for passport. It has been since April, they have all my documents and information, and I still dont have my packet. Each time I call the say something else is wrong with my info but I never receive notice of that and I am worried now about the legitimacy of the company. Very concerned now about a scam!

  Business Response

  Date: 07/22/2025

  Dear ******* *********,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We regret that your experience did not align with your expectations, though wed like to take a moment to address a few important points that may have been overlooked.
  
  You filed for a new passport and TSA Precheck application on May 26th not In April and on the same day we sent you an email informing that your passport photo was not qualified - due to the lighting and quality of the photo. There was also the issue of your Proof of Citizenship. Please know that we do not just make up requirements, we adhere to the ********************. Your birth certificate was a short form and it did not contain your parents information. Your passport could have worked as a citizenship document; however punched holes in it is already considered a damage.  As per the Department of States website and DS11 form , here are the requirements for a valid Proof of Citizenship: 
  
  1. PROOF OF U.S. CITIZENSHIP
  Submit an original or certified copy and a photocopy of the front (and back, if there is printed information) with your application. Your evidence will be
  returned to you if it is not damaged, altered, or forged. Submit one of the following:
  U.S. birth certificate that meets all of the following requirements:
  - Issued by the city, county, or state of birth
  - Lists your full name, date of birth, and place of birth
  - Lists your parent(s)' full names
  - Has the date filed with registrar's office (must be within one year of birth)
  - Has the registrar's signature and the seal of the issuing authority
  Fully-valid, undamaged U.S. passport (may be expired)
  Consular Report of Birth Abroad or Certification of Birth
  Certificate of Naturalization or Citizenship
  
  We appreciate you taking the time to coordinate with us. Please reach out to the email thread with ******* if you have additional inquiries or in need of assistance.

• Initial Complaint

  Date:07/15/2025

  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 stumbled across Gov+ through ****** via recommendation. While I do not think the service nor convenience were subpar, I do believe that I was not properly informed on the process of the application for a passport. I applied because of the guarantee of a 2 week delivery due to a time crunch for a flight. Although I noticed the note for processing at the bottom, I did not see that the process took 3+ business days until I was finished with my application. Now I am $750 invested into this process and being told that there is a high chance I will not be receiving my passport in the next 2 weeks, causing me to miss an extremely important obligation. I am reaching out to request a refund, so that I can put the money towards a new ID of some sort in order to be present at said obligation. I am still open to re-applying for the passport through Gov+, but do feel that this situation I am now in could be grounds for a little bit of help and understanding. $750 is not a small amount of money and now I feel that it has been wasted because it cannot be used for the sole purpose that I bought it for. Even if its just paying me back the difference for express shipping, anything helps. Im 24, newly living in *******, just lost my father, and struggling to get by. The money spent on this passport/process was going to be used to help fix my situation. Now I just feel trapped with no options, no passport, a paid for flight that I now have to try and cancel, and no money. I have proof of all of these factors including personal bank statements, address, and note of my fathers recent passing. Anything helps, genuinely.

  Business Response

  Date: 07/25/2025

  Dear ******* ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  At GOV+, we process thousands of applications daily across a variety of services and support channels. While we certainly understand the importance of financial planning, wed like to clarify that the payment you authorized was made after agreeing to the terms clearly outlined during the transaction.
  
  Respectfully, it is not uncommon for us to hear concerns only after a customer has experienced buyers remorsenot because the service was unclear, but because they did not anticipate the financial impact. That said, we do our best to accommodate concerns when they arise, but we can only work with the information and cooperation provided.
  
  Unfortunately, rather than contacting us directly to resolve the matter, this issue was brought to a public forum before we were given a fair opportunity to assistsomething we always encourage customers to do first.
  
  Given the nature of your complaint and your current situation, your application was canceled on July 15 during your phone conversations without representatives, **** and again with *****. We also sent a refund confirmation email. We consider this matter closed. 
  
  

• Initial Complaint

  Date:07/15/2025

  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 July 1, 2025, I saw an advertisement on ******** for GOV+ for renewing my passport. I decided that, since the passport was coming due in October I'd give them a shot. HUGE mistake on my part. Once I provided them with the basic information (name, address, current passport #, etc) GOV+ said the only thing left to do was to upload a current picture AFTER I paid the $97 which I did. Every time I tried to upload the picture, GOV+ asked to have the picture redone so it would be accepted. Each time I tried another picture it was rejected. I was getting a bad feeling. The website would let me finalize the passport transaction until subscribed (at a fee) and/or bought more services such TSA-pre (which I already have). It would not let me decline these services or exit the program - but it did charge my credit card for the $ 97. I tried several times to reach customer services which apparently is nothing but a robot and was never able to speak to a human. This morning, I waited 1 hour listening to annoying music and still never got an actual person to talk to. This is appearing more and more like some gigantic scam. I'm filing this more to build a file on these people and realize the $ 97 is small potatoes but all the same, people should know.

  Business Response

  Date: 07/24/2025

  Dear **** *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  At GOV+, we handle thousands of applications each day across various services and support channels. While we strive to treat each inquiry with care, we also prioritize fairnessmeaning applications submitted under expedited or premium tiers (which include additional support and processing speed) are handled first. Applications under our standard one-time fee are reviewed in the order they are received.
  
  Regarding your passport photo: please note that we dont arbitrarily reject documents. We follow strict guidelines set by the ************************. If a photo does not meet these standards, we cannot knowingly allow it through, as this would only increase the likelihood of your application being rejected latersomething were actively working to prevent. We dont create the rules; we just try to help people avoid the consequences of breaking them.
  
  As for your concern about being "on hold" or "only talking to an AI"our live chat is staffed 24/7, but like any queue-based system, some waiting is unavoidable. If your concern wasnt urgent, our email channel was and still is a perfectly viable option that many customers use with success. We also want to clarify that any service add-ons are 100% optional, clearly outlined, and include the ability to decline.
  
  We do our best to resolve concerns promptly, but the process does require some degree of participation from both sides. Unfortunately, rather than giving us the opportunity to assist you, this issue was escalated directly to a public forum before we were even given a proper chance.
  
  That said, your application has been canceled, and a full refund was issued. This was confirmed both over the phone and in writing by our representative, *******.
  
  We trust this clears up any confusion, and we consider the matter closed.
  

  Customer Answer

  Date: 07/25/2025

   
  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:07/15/2025

  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.

  Paid to renew passport, dashboard shows in review estimated time 3 business days. It has been over 2 weeks with no change. Tried to contact them through email with no response. Request a refund, auto response no refunds after 7 days

  Customer Answer

  Date: 07/21/2025

  This complaint has been resolved.  I wish to withdraw my complaint.  Thank you for your assistance

• Initial Complaint

  Date:07/14/2025

  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.

  6/17/2025 govplus I tried to apply for a passport from this company, the app did not accept the credit card. Yet there is there fee on my credit card. I have tried for hours and days to contact a person to help me. Been hung up on. Busy sign. I have wrote emails done there chat. No one to contact. I applied for PASSPORT the old way and I have received my new passport.

  Business Response

  Date: 07/22/2025

  Dear ******* / ***** ****
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  To address your concerns regarding responsiveness: Your passport renewal application was submitted on June 16th. On that same day, you initiated contact with our live chat support, but the session was exited before a representative could engage with you. This pattern occurred several times in the days that followed. While we understand technical frustrations can arise, we do want to clarify that our team was and is always available and actively assisting other customers 24/7 via email and chat. The lack of resolution stemmed not from unresponsiveness, but from not allowing the interaction to fully take place.
  
  Respectfully, this could have been resolved through our standard support channels had you given us the opportunitywell before escalating it to a public complaint forum. We support and process thousands of applications daily, and each customer interaction is important to us, including yours. However, effective resolution requires mutual cooperation. Your application has been cancelled and you were issued a full refund on July 14th. Refund confirmation emails were sent to *********************** as well. We consider this matter closed.

• Initial Complaint

  Date:07/13/2025

  Type:Sales and Advertising 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 filed for a passport June 12 2025 and I have yet heard back from anyone, Ive tried plenty of times to email them and no response back this is truly frustrating and they overcharge me for a subscription when they are not even engaging in there customers how can something like this be in business and active in America hurting people.

  Business Response

  Date: 07/22/2025

  Dear ******* *********,
  
  We regret that your experience did not meet your expectations. We appreciate the opportunity to address your concerns and complete your application. Please know that your application kit is on its way to you. If you need any further assistance, feel free to respond to the email thread from our representative, ****. Well be happy to coordinate a phone call at your convenience.
  
  

• Initial Complaint

  Date:07/12/2025

  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 thought i was dealing with a Government website to apply for *** precheck. They have done nothing except charge my debit card three times Starting on 7/3/25. first for 97$, then for 57$, then on 7/8/25 for another 97$.There is no application for TSA precheck being processed and this is a scam making people believe they are dealing with a government agency, making their website look official, but then claiming in fine print that they are not, preying on seniors and others whom may not be tech savvy.I am fighting these payments with my bank and would like to get all my funds back.

  Business Response

  Date: 07/16/2025

  Dear ******** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  We regret that your experience did not align with your expectations, though wed like to take a moment to address a few important points that may have been overlooked.
  
  First, our platform does not represent or claim to be a government agency. This is clearly disclosed in multiple locations throughout the sitebeginning with the homepage, in the checkout process, and in the Terms of Service. While we strive to make our site professional, informative, and user-friendly, the presence of clear disclaimers is not fine printits plainly stated for transparency, not hidden for deception.
  
  As for the charges you referenced, all payments made through our site are tied to specific actions initiated by the usersuch as filing for an application and selecting optional services. You created an account on August ******** using an *** email account and paid for a new  passport application with expedited processing. The questionnaire was abandoned so your application was not processed. Please know that it does not expire, but there are steps needed to be completed on the customers side before a review can be initiated. On July 2nd, you created a different account under a Gmail and filed for a TSA application with expedited processing and another passport application. None of these are automatically charged without explicit consent and confirmation before submission. Each charge is also itemized and an email receipt is immediately sent after each payment.
  
  We take accusations very seriously. However, using language like "scam" to describe a service you voluntarily signed up and paid forfive separate times is at best, premature and, at worst, a mischaracterization.
  
  While your refund request was ineligible per policy, we still processed full refunds as a courtesy, not an obligation. A confirmation email was sent to the *** email address you provided, and we have confirmed it was successfully delivered. For transparency, weve also attached supporting documentation for your reference. We even inquired if you needed to be called back for clarification and you responded that we didnt need to.
  
  We certainly understand that misunderstandings can occur. However, we believe in factual clarity and accountability. The steps you took were deliberate, the disclaimers are transparent
  
  At GOV+, we strive to support customers who recognize the value of convenience and transparency and who are equally committed to clear and respectful communication. We consider this matter closed.
  
  

• Initial Complaint

  Date:07/10/2025

  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.

  These people charged me and my husband $97 each for TSA pre-check. Come to find out, it did not pay for the pre-check. We owed more money when we went to the office. This website is misleading, and I dont know how it has not been reported to the ***.

  Business Response

  Date: 07/16/2025

  Dear ******* *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau.
  
  While we certainly understand that todays digital environment can make anyone wary, we do wish we had been given the opportunity to clarify things with you directly before this was brought to a public forum.
  
  To be clear, GOV+ is a privately owned software company that offers guided support for completing various government-related applications. This is clearly disclosed at the top of our homepage with the statement: "Were not the government were a private company here to help. and its also stated there Yes, its free to file yourself. Please know that  no services or charges are applied without your active consentpayment information or option must be manually entered or selected, and our Terms and Conditions must be agreed to prior to submission.
  
  Given the nature of your complaint, your applications have been cancelled and you were issued full refunds. You were informed of this by our representative, ****, via phone call and refund receipts were also sent. We value our customers and intend to serve those who understand and appreciate the value of our services. We appreciate the opportunity to respond.