Complaints

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

• Initial Complaint

  Date:05/14/2025

  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 March 7, 2024, I ordered two duplicate Social Security cardsone for me and one for my wife. We did it together. After two months, I emailed them because I hadn't received them. After listening to all of the excuses, they agreed to give me a refund. They sent me receipts for a refund, but they never sent them. I emailed them today to tell them that I didn't receive a refund, and they said I didn't get one.They use a government name to fool everyone. Then, they send emails saying that you have an incomplete application. When you get to it, your application is complete, and they have a partially complete one for TSA and Passport. They try to get you to complete them so they can charge more. It's all a scam. I want my $134 back, and I'm hoping you can help me.

  Business Response

  Date: 05/15/2025

  Dear **** *******, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to provide clarification. First and foremost, GOV+ is not a government agency, nor have we ever represented ourselves as one. While GOV is part of our name, this reflects our mission: to help individuals efficiently complete and submit government-related applications. Our homepage clearly states: NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. This disclaimer is prominently displayednot hidden in fine printand is visible to all site visitors. 
  
  To clarify further: GOV+ does not issue Social Security cards. We assist with the preparation and coordination of applications, while the final review and issuance are strictly handled by the ******************************* office. Our platform is designed to streamline various government-related processes by consolidating them into one place, allowing users to avoid creating multiple credentials or navigating several agency websites. 
  
  You initiated the application process for your Social Security Card Replacement on March 7th but unfortunately never completed it. While entering basic personal details such as your name, date of birth, and address is a necessary first step, its far from sufficient to generate a completed and compliant application. Much like any official paperwork, theres more to it than simply providing the basics 
  
  Although you successfully created an account, our system shows no record of you logging back in to finish the process. Despite multiple email reminders sent your way , the application remained under questionnaire, because the final steps were never taken. Please know that we can only process fully completed applications. Incomplete oneslike yoursdo not move forward. The initial information you entered helps pre-populate forms for other government services we offer. These are suggested to streamline your experiencenot required. You had the option to skip them entirely and proceed with just the application you intended to file. The platform simply offers tools for convenience, not obligations. Were happy to support customers through each step of the processbut we cannot complete what was never started. 
  
  Finally, we would like to highlight that, despite your request not meeting the 7 day refund eligibility criteria, we have processed  full refunds as a gesture of goodwill. Please allow 35 business days for the funds to reflect back to your original payment method, as processing times vary by bank. 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.
  
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23330052
  
  I am rejecting this response because: Their position is absolutely not true. I completed the application on 03/07/2025, as did my wife. After that I would get emails saying your application is incomplete. When I would go to the site, I would check my social security card application and it would say, "your application is complete". Then it would say "we have started your applications for *** Approval and for your Passport. If you complete those we will get those for you and we will put you to the front of the line to get them". I never ordered those. I saw those unethical tactics, I just ignored them. After 2 months I emailed them to ask about my cards. After getting through their AI Assistant, I complained about the length of time it was taking. They promised to take action. After no action, I emailed back and said I wanted a refund. They stated that they didn't give refunds, but finally agreed to send back $34 to each of us, myself and my wife. We both received receipts that said $34 refund. PAID. However we never received any money. Another unethical tactic, to write PAID on something that wasn't paid. 
  I finally got tired of waiting so I emailed back again. After several bouts with the AI Assistant, I finally emailed with a person that said they don't give refunds. So they offered a refund, they stamped paid on a receipt, they never sent the money and then their representative tells me they don't give refunds. None of that made sense. I continued to complain about paying and getting nothing in return and they finally agreed to refund $33 to both myself and my wife. They sent a receipt stamped PAID again, but I have no money. I wanted the Social Security cards and didn't get them. Now I want my money back, $67 per card for a total of $134. They sent a receipt saying $34 PAID to each of us, but never sent the money. Now they sent a receipt saying $33 PAID and it wasn't. I'm entitled to my money. 

  They use many questionable tactics:

  1. They advertise services that they don't complete,

  2. They send follow up emails after you order the cards that say "your application is not complete". Then when you go to the site it states that your social security card application is complete, but the *** application and the Passport application that WE started for YOU are not complete. They used my information and my wife's information and started to complete applications for ***  Approval and for Passports. Even without the scam to get me to the site, that has to be a huge problem when someone completes those applications using my information without my approval. That has to be checked into more.

  3. They fight about refunding money when they don't complete the service. They finally agree, however, all you receive is a receipt stamped PAID, but you never receive any money. Then they promise a second time to send a refund, and all you get is another receipt stamped PAID, but again, no money.

  4. They come on here and lie to the BBB and say my application wasn't complete when they know that it was complete and the only applications that weren't complete were the 2 that THEY tried to scam me into buying. They used my own information to start applications in my name and my wife's name. Applications we didn't want and didn't ask for.

  5. They named their business GOV. That also has to be looked into more. The other thing that needs more attention is using people's information to fill out Federal applications without their permission. Things they didn't ask for and didn't want. That has to be a MAJOR problem. 

  I am asking the BBB to assist me in getting my money back. I received nothing from them, they admitted I never got the cards, and I deserve my money. I hope this resolves things and stops their lies and deceit, but if it doesn't I will not be able to let this go. 

  Thank you.

   

  Sincerely,
  
  **** *******

  Business Response

  Date: 05/23/2025

  Wed like to once again clarify the status of your Social Security Card Replacement application.
  
  You began the application process on March 7th but unfortunately never completed it. While entering basic details like your name, date of birth, and address is a start, its far from sufficient to generate a finalized and compliant application. As with most official paperwork, completing the full set of required steps is essentialhalf-finished forms dont magically become valid.
  
  Although you successfully created an account, our records indicate that you never logged back in to continue the process. Despite multiple email reminders, the application remained in the questionnaire stage because the necessary follow-through never occurred. As noted in our documentation and terms, we can only process completed applications. Incomplete oneslike yoursdo not move forward.
  
  The initial data you provided helped pre-populate fields across a range of services we offer. This autofill feature exists solely for your convenience, and you're never obligated to use or submit those additional applications. In fact, you were free to skip them entirely and proceed with only the specific filing you intended. Our platform is designed to streamlinenot assumeyour decisions.
  
  As for your comments:
  They named their business GOV. That also has to be looked into more. The other thing that needs more attention is using people's information to fill out Federal applications without their permission. Things they didn't ask for and didn't want. That has to be a MAJOR problem.
  
  Lets begin with the name. GOV+ is a private company, and that fact is clearly stated on our website, especially on our homepage, where it says Not the government, just a helpful private company. the use of the .com domain,  Terms of Service, and the About Us tab. The term GOV in our name refers to our role in assisting customers with *********************************** services, not just for Social Security Card Replacements. And no, using that name is neither misleading nor inappropriateunless, of course, one ignores all the stated disclaimers.
  
  They used my own information to start applications in my name and my wife's name. Applications we didn't want and didn't ask for.
  
  That's not only incorrect, its a significant misunderstanding of how the platform works.
  Wed like to remind you that you entered that information, and our system stored it to spare you the repetitive task of typing it again. 
  
  To be clear:
  
  1. We do not and cannot submit any application without the users direct input and confirmation.
  2. Nothing is filed without consent. Nothing is charged without consent.
  3. The only data used is the data you entered yourself, and its stored securely to pre-fill fields if you choose to proceed with additional applicationswhich is optional, not automatic.
  
  Our autofill feature exists purely to reduce redundant typingnot to submit anything on your behalf. The suggestion that applications were filed that you didnt want or ask for is simply not possible within our systems design, as every step requires the applicants explicit action, agreement, and payment authorization. So, if a charge occurred, it only means that you agreed to iteither by submitting an application or accepting the terms of service you had access to the entire time. But again, you only paid for one application each. Social Security card replacements.
  
  If that still feels like a MAJOR problem, we might gently suggest reviewing the Terms of Service and how the platform works before jumping to conclusions. Were always happy to assist and supportbut we can not be held accountable for misunderstandings rooted in assumptions and missed communications. Finally, under ********************* and ******************** you both only had one application each, both unfinished ones, and you were already fully refunded. Please see the information below and the attached files for additional information.
  
  REFUND INFORMATION: 
  
  Name: **** ********
  Gateway Transaction Id: **************** $34 
  Approved ARN: 75418235122228371685900
  Gateway Transaction Id: **************** $33 
  Approved ARN: 75418235134229264157524
  

  Name: ******* ********
  Gateway Transaction Id: **************** $34 
  Approved ARN: 75418235122228371836230
  Gateway Transaction Id:  **************** $33 
  Approved ARN: 75418235134229264750716
  

  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23330052
  
  I am rejecting this response because: most of what they state is either inaccurate or just not true. I did sign back on multiple times and it always said that my Social Security Card application was complete. It then led me to a *** application and a Passport application. Those both said they were incomplete, and when I looked at them they were already filled out with my personal information. I never said I wanted them and I never gave permission to store my information and use it to start other applications. Other applications that they tried to trick me into completing. They can continue to practice any way they want, I would like my refund. They list refunds and codes in this correspondence. I have no way to read those codes and I don't see the refunds anywhere on a card or in my bank. None of the refunds have dates that I could search. If they would provide dates when the refunds were sent and something to identify where they went (like the last 4 numbers of the card) I would confirm it and if the refunds were made, I would be content with that.
  
  Sincerely,
  
  **** *******

   

• Initial Complaint

  Date:05/13/2025

  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.

  Looking for a quick passport renewal, Found GOV+ and it seemed this would be the most rapid way to get this done..I filled out the necessary information on their website, navigated the photo requirements and eventually had a confirmed application ready to send. Paid TWO fees - $211 and $497 for express delivery within 2 weeks.Received a packet to complete, include my old passport and sign, then mail to the Government. I did this quickly and received confirmation on my Gov+ Dashboard that the Government had received my information and would be processing it on 4/25/2025, At this point two weeks would be 5/9/25.I did not receive a package and began the process of finding out what was going on and when I could expect my passport.I had a chat discussion on the 5/9/25 which resulted in the representative stating my issue would be escalated.Followed up 5/12/25 got an assurance that things were progressing. I requested a call, which I received later that day.After a very frustrating hour long conversation, I was assured that my application would be looked into regarding the delay, then was told the *** was 5/25/25. I pointed out this was a month of processing, not 2 weeks. At no point was any actual information provided regarding the delay.5/13/2025 attempted to access the status on the passportstatus.state.gov website, no record found. Called and spoke with a representative who collected my Name ********** Found no record of an application and asked me for an application number which I did not have.Back to GOV+. Could not give me an application number, said the *** was 5/25/25. Requested a partial refund $497 considering only part of the service was provided (the packet) and the passport not delivered within 2weeks and unable to provide me an application number. I was offered $100 as a refund. I stated that the service agreed upon was not fulfilled due to missed delivery and no evidence of an app in process. Offered me $100 again, declined.

  Business Response

  Date: 05/19/2025

  Dear ******, 
  
  We acknowledge receipt of your complaint submitted through the BBB and appreciate the opportunity to address your concerns and provide clarification.
  
  We regret that your experience did not meet your expectations. At GOV+, we are committed to providing streamlined, high-quality assistance to facilitate the passport application process. However, it is important to clarify the scope and limitations of our services.
  
  While we assist in expediting the preparation and submission of application materialsincluding hand delivery to the appropriate passport processing facilityfinal decisions regarding processing timelines rest solely with the ************************ and its authorized agents. These agencies independently determine the urgency and eligibility of each application based on federal guidelines.
  
  In your specific case, our courier confirmed that the processing agent did not classify your application as urgent. The reason cited was the absence of sufficient travel information on your DS-82 form, particularly in Item 20, which requests the applicants intended travel dates and international destination(s). For an application to be considered for expedited handling, applicants must clearly indicate an international departure and return date, as well as the specific country or countries being visited. Travel within the ************* does not qualify. 
  
  We hope this clarifies the matter. Despite the services being rendered, processed a refund of $319 on May 17th as a gesture of goodwill. Please allow 3-5 business days for the refund to be posted back to the original payment method as bank processing times vary. A refund confirmation email was sent and delivered as well. We will continuously monitor your application. If you have additional questions, you may reach out directly via email: ********************************************************.  We are here to help.
  
  

  Customer Answer

  Date: 05/19/2025

   
  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:05/13/2025

  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 filed for new passports for myself and my wife in the afternoon of 5/11. I searched up how to get new passports and govplus came up, I thought this was the proper way.I spent $97 for services, $165 for government fees. *****. A grand total of $194 + $330.The next morning, some friends told me that new passports MUST be done in person, and that prompted me to look into this more. That's when I realized GOVPLUS is not a government entity.I immediately contacted support 5/12 just before 8am CST, I was connected with *****, to ask for the process to be cancelled and refunded. It hasn't been 24 hours, and they claimed some services were rendered and offered half of the service fee back for my own application, $49+$165. Initially I agreed to this, better than nothing.However, when I reached out to have my wife's application cancelled next, I was connected with Phoenix, they originally offered only $34 for the service refund. This is very odd, and it makes me question if any services were rendered at all. It's supposed to take 3 business days according to their site to check everything.I asked my wife to send an e-mail, and the person she was in contact with, ***, offered $49+165. I told her to go ahead with that one just so we can get some money back.I don't believe any services at all were rendered. I put all my information in and made payments, and less than 24 hours after I asked for it all to be cancelled. I didn't buy any priority package to push me to the front of the line. I see receipts for $49+165 twice to be refunded, but I believe the full amount should be refunded. If I'm getting random amounts for the service refund from different people, that raises alarms for me about legitimacy of their processes.Also, the receipt e-mails are very generic so I can't differentiate a receipt for my wife's passport or my own. They look identical.I want the rest of the $96 refunded.

  Customer Answer

  Date: 05/13/2025

  Govplus reached out and started the refund process for the remaining money.  They were very quick about it.

  I'll reach back out if the refunds still don't occur after a few weeks, but they were quick to resolve.  I'd consider this matter closed.

   

  Thanks.

  Business Response

  Date: 05/14/2025

  Dear ******* ********, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to provide clarifications.
  GOV+ is a paid service. We are a legitimate third-party company. What we provide is a convenient, guided, and streamlined application experienceincluding simplified online preparation, application package, 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.
  
  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. Our fees and services are completely optional.
  
  Regarding the refund amounts, please note that they are calculated based on multiple factors, including the type of service selected, how far the application progressed in our system, and when the refund was requested. Because each order is unique, refund totals may varyeven if the services appear similardepending on the specific fulfillment stage and associated costs incurred.
  
  We understand that this may cause some confusion, and we regret that it raised concerns about our legitimacy.
  
  Given the nature of your complaint, we acknowledge that you prefer to pursue your applications independently. We value our customers and intend to serve those who understand and appreciate the value of our services. The remaining amounts were refunded and a refund confirmation email was sent to you yesterday, May 13th at 5:34 PM EDT. Please allow three to five business days for the refunds to be posted to your original payment method, as processing times vary depending on your bank. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/15/2025

   
  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:05/12/2025

  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 TSA Precheck expired when I was on the road. Thought GOV+ would be the answer. I am on the road extensively and did application via my phone because I didn't want my info on work laptop. Got to 3rd page where it asked me if I was a felon and US citizen but would not submit. I waited each day to try to get it done because all the pages had issues. I a s ked about a refund and it responded 7 days limit to refund. Got home and tried to enter again via home computer with no success. Now to late for refund and lost the money.USE TSA RECOMMENDED SITES.I used one of them and it went thru with no issues. Wife got hers back in 4 hours or less(NOT EXPIRED) which mine did a few weeks back.

  Business Response

  Date: 05/12/2025

  Dear ****** ********, 
  
  Thank you for taking the time to answer our call. We are pleased that we were able to process your request. A confirmation email was to you as well. If you have other inquiries, please do not hesitate to reach out directly. You can just respond to the correspondence our representative, *******, sent you. Thank you again.

  Customer Answer

  Date: 05/18/2025

  Gov+ responded and gave me a full refund!

• Initial Complaint

  Date:05/09/2025

  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.

  February 11, 2025 I completed an application for a passport through Gov+. I was asked for 2 separate payments ($297 and $ 246) in order to complete my purchase. I have never received my passport. Every attempt to get any information from Gov+ was answered with "in Progress". I was never given any tracking numbers or case numbers.

  Business Response

  Date: 05/12/2025

  Dear ****,
  Thank you for bringing this matter to our attention. I want to extend my sincere apologies for the delay and lack of communication you've experienced with your passport application through Gov+.
  Upon reviewing your case, we identified that the issue stemmed from a missing Proof of Travel document it was not submitted with your application, which unfortunately prevented us from proceeding. This missing documentation is a required component for processing your passport request, although it was stated in your instructions, we should have communicated the issue to you much more clearly and promptly.

  
  Additionally, I understand how frustrating it must have been to receive repeated "in progress" updates without meaningful detail or a case or tracking number. That is not the standard of service we aim to provide, and Im truly sorry for that experience.

  
  Please note that a full refund has already been processed to the original payment method for both charges ($297 and $246). You should see the refund reflected on your account shortly, if it hasn't appeared already.

  
  We appreciate your patience and understanding, and I assure you we are taking steps internally to ensure this type of oversight does not happen again. If you have any further questions or need assistance with reapplying, we are here to help.
  Warm regards,

• Initial Complaint

  Date:05/09/2025

  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 submitted application for a replacement Social Security Card. Paid $67 plus a $57 expedited fee. Also submitted birth certificate. Have mot received and when I reached out through live chat I was told to go through my local ******************************. I want a refund and my birth certificate returned.

  Business Response

  Date: 05/12/2025

  Dear ****** *******, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification since it appears there was a fundamental misunderstanding regarding how our services operate.
  
  You filed and already received your Social Security Card Replacement package and already completed the process by mailing it out. This package has been delivered to the ********** at ****************************************************************************************** on April 10th. Please know that your card replacement or the return of your document will not come from us. 
  
  Terms and Conditions Section 11: 
  
  EIN PLUS (DBA GovPlus) is not responsible for the actual issuing of documents from the applicable government agency. You agree that we are not liable if you do not receive your documents from the corresponding government agency. We are not responsible for government agency operations in any respects, including but not limited to losing the application form, government shutdowns, any act of force majeure or unforeseen circumstances out of our control.
  
  Please understand that once your application has been mailed to the designated agency, it is entirely under their jurisdiction. GOV+ does not have visibility into how quickly or in what manner a government agency processes applications once received. We are not informed of their internal timelines or handling procedures, nor are we provided updates after delivery.
  
  At that point, the most we can do on your behalf is to confirm delivery and provide you with the agencys contact information so you may follow up directly with them for any further inquiries or updates. You may reach out directly at the main SSA phone by calling their toll free number:  *************** or New Orleans Office at  **************. Their business hours are: Monday to Friday 9AM to 4PM. 
  
  We appreciate your understanding regarding the limits of our role in this process.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23310535
  
  I am rejecting this response because

  I went to ********************** where documents were suppose to be delivered. Paid to park. Waited for hours. Was told I was scammed. Documents have never been delivered to them.

  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/14/2025

  
  
  We appreciate your feedback though we also believe in being transparent, fair, and fact-based in our responses.
  
  To clarify, GOV+ is a legitimate private company, not a government agency. This is clearly stated across our platform, including in the disclaimer: Not the governmentjust a helpful private company. We also want to emphasize that customers always have the option to complete applications directly through the relevant government websites at no additional charge. What you paid for was the use of our platform and software designed to streamline and simplify the application processnot for the issuance of the actual government document.
  
  You received your application package, completed it, and mailed it to the designated agency. At that point, our service was rendered in full. While we understand frustrations can arise, choosing to drive to the agency and pay for parking was your personal decisionnot something caused by a failure in our service.
  
  As outlined in Section 11 of our Terms and Conditions:
  
  EIN PLUS is not responsible for the actual issuance of documents by the applicable government agency. You agree that we are not liable if you do not receive your documents from the corresponding government agency. We are not responsible for government agency operations in any respect, including but not limited to losing application forms, government shutdowns, or any other force majeure or unforeseen circumstances beyond our control.
  
  Once your application was mailed out and marked delivered by ****, the responsibility shifts entirely to the government agency. You were provided with tracking detailswhich confirm the delivery. While it may be ideal if we could provide live updates like your application is now being reviewed at the front desk, unfortunately, we dont have microchip-level visibility inside government buildings. Nor do we have insight into how the agency handles incoming mail.
  
  Finally, we would like to highlight that, despite your demand not meeting refund eligibility criteria, we have processed a full refund of $124 today, May 14th, as a gesture of goodwill. Please allow 35 business days for the funds to reflect back to your original payment method, as processing times vary by bank. 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:05/08/2025

  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.

  Gov + is a rip off to be avoided. I paid $72 (+ or -) for Gov + to expedite my passport renewal. That was in January. It is now May and there is still no application submitted to the government. For weeks their AI system would keep rejecting my photo, despite following their instructions to the letter. Finally, I had a professional passport photo photographer take my picture, which they accepted and then captioned my account as being in a three day review. Now two weeks later it still says the same thing.After several chat with their AI bot, I was transferred to a human who must have been on several chats simultaneously. Net net my picture was not acceptable AGAIN. The ***** resolution was to say they would mail me a paper application to which I could attach a paper picture and mail to the government myself. Mind you, a month ago I paid for expedited processing.The problem is someone developed a wholly automated system loaded with glitches and the consumer suffers and pays through the nose.I have a trip schedule I may have to cancel because everything they do takes forever!

  Business Response

  Date: 05/09/2025

  Dear ******, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  Please understand that we process thousands of applications each day across a wide range of services, not just passport applications. While we strive to give every customer and application the attention they deserve, we must also maintain operational fairness and efficiency. Expedited and premium services, which include additional fees for faster processing, are prioritized accordingly. You filed your application on January 14th under the one time service fee of $67. The government fee  with expedited processing, $190, was not paid until April 13th. Applications cannot move forward to the review stage until the government fee is settled. As for the optional expedited fee for the government of $60, the processing of your passport renewal will only begin once your application reaches the passport processing agency.

  
  Your application remained under review due to the issue with the passport photo submitted. Please know that each submission is carefully reviewed, and when complications arisesuch as non-compliant passport photos, missing information, or an unverified addressthe application is returned to the queue until requirements are met or agreements were made, to ensure accuracy and strict adherence to federal standards. We have informed you of this via email on April 14th, after the government fee has been paid. Unfortunately, no new photo was uploaded, so your application remained in review status as no changes were made until April 24th. 
  
  GovPlus is trusted by the ******************* through our subsidiary ********************* and we operate under strict security and integrity standards set by the agency. As such, we cannot approve or process an application that does not meet these standards, as it would likely result in rejection by a passport processing agent. 
  
  We understand delays can be frustrating, but its important to note that passport photo requirements are determined by the ************************, not GOV+. As an authorized service provider, our responsibility is to ensure full compliance with these federal guidelines. 
  
  As you have communicated with ***** yesterday that you will be using a professionally taken 2x2 passport photo, your application was completed yesterday and is already being prepared for printing and shipment. Once you receive your application package, please carefully review your information and follow the instructions. If you have questions or in need of assistance, please do not hesitate to reach out to us directly. You may use the subject line: Attn: ******* / ***** ******** - ****** **** and send your inquiries at ********************************* Were here to help.

• Initial Complaint

  Date:05/08/2025

  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.

  This is a scam. I filed online on 3/15 to get a new SSN card, and they promised to send me a form I could mail instead standing in line at a govt ***** since I am 84. They charged my credit card for $67, and when I called to follow up as to why I never received the form, they hung up on me. They stole from me, and I want others to know this is a scam.

  Business Response

  Date: 05/12/2025

  Dear ***** ******,
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  Were sorry to hear that your experience has led you to question the legitimacy of our servicesthough we do appreciate the opportunity to clarify a few misunderstandings. We want to assure you that GOV+ is a fully legitimate and registered private company operating under state and local laws. assisting customers with *************************** application processes. Your application was not processed due to incomplete information. 
  
  Please be advised that when you filed your application on March 15th, it 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, pending address verification through *****
  
  Given the nature of your complaint, it appears there was a fundamental misunderstanding regarding how our services operate. That said, although our Terms and Conditions include a 7-day refund policy, we have gone ahead and issued a full refund of $67 as a courtesy on May 8th.
  
  Please allow 35 business days for the refund to appear on your original payment method, as processing times may vary depending on your financial institution. A refund confirmation email has also been sent for your records.
  
  Your request to have your account and associated information deleted has been completed. We consider this matter closed. 
  
  

  Customer Answer

  Date: 05/27/2025

   
  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:05/08/2025

  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.

  4/22/25 I started the process to get a passport using Gov plus platform. $262 was taken from my account that day. All documents submitted and approved. My photo was submitted and declined. Submitted and declined. Every time added three more days to process. I went to the *** authorized passport photo lab (as Ive done multiple times) and had two passport photos made, paid extra for them to send me a digital copy so it would be easy to upload to Gov plus. I uploaded that photo 4/30/25. The site says it is approved in three business days. As of today, no communication to me at all. I did chat ( which I have screen shots of) telling me that professional photos are not always good. I dont believe this for a second. I use them every other year for my nursing license. I requested them stop the process since nothing has been done other than me submitting all of my private information. Birth certificate, drivers license and social security. And taking my money. I feel this is a scam company making $262 off people, denying the photos and making absolutely impossible to speak to any one.

  Business Response

  Date: 05/08/2025

  Dear ****** ****** ******,
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  To be clear, GOV+ is a private company, authorized by the ******************* through our subsidiary ********************* and operates under strict security and integrity standards set by the agency. As such, we cannot approve or process an application that does not meet these standards, as it would likely result in rejection by a passport processing agent. 
  
  Your application remained under review due to repeated issues with the passport photo submittedan ongoing challenge you yourself noted. Please know that each submission is carefully reviewed, and when complications arisesuch as non-compliant passport photos, missing information, or an unverified addressthe application is returned to the queue for follow-up to ensure accuracy and strict adherence to federal standards.
  
  We understand delays can be frustrating, but its important to note that passport photo requirements are determined by the ************************, not GOV+. As an authorized service provider, our responsibility is to ensure full compliance with these federal guidelines. Each agency has its own criteria for photo acceptance. For example, a photo that may be acceptable for a nursing license or DMV in one state may not meet the federal standards required for a U.S. passport.
  
  Additionally, photo requirements do not apply universally across all government services. For instance, we also assist with Social Security Card applications, customers are not required to upload a photoonly the necessary evidentiary documents.
  
  We hope this clarifies the matter.
  
  We understand that our services may not be the right fit for everyone. We are focused on serving customers who value professional assistance and are willing to engage in the process. That said, your refunds have been processed in full, $262, today, May 8th Please allow 3-5 business days for the refunded amount to reflect in your original payment method, as processing times may vary depending on your financial institution. Refund confirmation emails have been sent and successfully delivered. We appreciate your understanding.
  
  

  Customer Answer

  Date: 05/09/2025

  I am pleased that a refund is being issued. My biggest complaint is I used an authorized passport photo location that takes thousands of of photos. I have to submit a passport for my nursing license and have never had an issue. I paid extra for a digital photo to be sent via e-mail to ensure no shadowing would occur, my posture and face were correct and it would be directly uploaded. Then someone tells me professionals make mistakes. I find this difficult to believe.

• Initial Complaint

  Date:05/05/2025

  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 applied for a passport renewal thinking it was the goverment website. Gov+ application 1/3/2025 passport fee $130 appilation fee $67. After 5 months. of waiting still no passport. 5 passport pictures returned they did not pass. Gov + never sent a message telling me the picture rejected. I had to email every time I resent the new picture to see if it was accepted. Gov+ website is not user friendly. I would like a refund.

  Business Response

  Date: 05/08/2025

  Dear *******,
  
  We are so sorry that you did not have an optimal  experience. Your application was stuck  under review due to ongoing issues with the passport photo you submitted. As you mentioned, this has been a persistent challenge. We understand that you pursued your application independently and to make this right, your application was cancelled and you were issued full refunds on May 6th totalling to $197. Please allow 3-5 business days for the refunded amount to reflect in your original payment method, as processing times may vary depending on your financial institution. Refund confirmation email has been sent and successfully delivered.

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ******* *********