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:07/12/2025

  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.
  
  

• Initial Complaint

  Date:07/09/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst "help" I have ever received. They sneakily charge you a huge fee just to proofread an application and don't respond to messages or emails. I could have done this myself and gotten the job done. Instead, I'm waiting...for a computer...to not answer my questions. Need a refund!

  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.
  
  Wed like to clarify that when you reached out via live chat on June 12th to inquire about the fees, our representative ****** promptly responded and offered assistance with completing your application. Following this, we noticed multiple attempts to re-initiate the live chat on your endhowever, each time, the session was exited before a representative could be assigned. While we understand that things get busy, it's difficult to resolve concerns when conversations are ended before they begin.
  
  On June 16th, we made an effort to contact you by phone. Although we were unable to connect, we left a voicemail with follow-up instructions. An email was also sent regarding the passport photo you uploaded, which unfortunately did not meet the *******************'s compliance standards. A second call attempt was made on June 30th, again followed by voicemail. **** also responded to your email on July 9th with the next steps.
  
  To clarify: the only reason your application has remained incomplete is due to repeated issues with the photo quality provided. These photo requirements are not set by usthey are mandated by the ************************. Our role is to assist applicants in navigating and meeting these federal standards. We dont create the ruleswe just help people follow them.
  
  Our ability to complete an application depends entirely on the timely submission of compliant materials. Unfortunately, delays often result not from system failure, but from unmet requirements or incomplete submissions.
  
  Given that your stated resolution is to have your application completed, please know we are more than happy to do exactly that. In fact, weve made every effort to reach youincluding another call and email just yesterday. Were still here and ready to assistyou just have to meet us halfway.
  
  Please respond to the email sent by our representative ****, with your desired callback date, time and contact number. We look forward to helping you finalize your application should you choose to continue.

  Customer Answer

  Date: 07/22/2025

   
  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:07/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted my passport renewal paperwork on June 6 2025 to be processed expedited with my personal information and a picture. Till this day I dont know where my passport or personal information is. Every time I call no one can provide an update and disconnect the call. I have searched my application on us department of state. It does not even reflect an application received or in process. Please stay away from this company

  Business Response

  Date: 07/16/2025

  Dear Mr. ***** *****,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and were sorry to hear that your experience did not meet expectations.
  
  Please know that we fully understand how concerning any delay can beespecially when time-sensitive documents are involved. We appreciate the opportunity to clarify the status of your application and provide transparency around the process.
  
  Your application kit was delivered to you on June 5th to sign the form and documents and  was received by our courier on June 10th. Your passport renewal application was then successfully hand-delivered by our courier to the passport agency in ************* 
  
  Please understand that once a package is received by the agency, the processing and handling of your application fall under the jurisdiction of the *******************. Oftentimes they can become backlogged. The ******************* will send the newly printed passport directly to the applicants mailing address once approved.
  
  We can confirm that the Philadelphia agency indeed has your application as well as the government-issued check we provided on your behalf was cashed on June 12th, indicating that your application had been accepted and was actively being processed by the agency. It can occur that the ************************ website says Not Available ; this is not uncommon and often customers get their passports in the mail. Unfortunately we cant help the local state agency does not input the data to the national site
  
  When you first reached out on June 18th, we followed up directly with our courier, who physically goes to this specific state agency and we have been following up daily on your behalf. It has been confirmed directly with the Philadelphia agency that processed your passport that it was shipped, although the agency did not provide a tracking number.
  
  Please rest assured that we are continuing monitoring for any updates on the national website as well as updates at the specific Philadelphia agency it was processed. 
  
  While we do our best to support every step of the process, certain aspectssuch as internal agency timelines and delivery protocolsare beyond our control. As a gesture of goodwill, you were refunded in full for both our service fee ($297) and the government fee ($211.36) on July 10th despite our check being cashed. Therefore, essentially we have lost $211.36 dollars to processing your passport due to internal government delays out of our control and the issuance of the said passport comes from the state level passport agency.
  
  We appreciate your patience and understanding, and were here to assist however we can. Please confirm with us when you receive your passport in the mail.
  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23573273
  
  I am rejecting this response. Starting from 6/23, I've made over (50) times trying to reach a customer service agent. Every time I would reach someone on the phone, they could not provide real time tracking of package and they could not answer why the application at the US Department wasn't showing in was processed. The GovPlus **** continuously lied every time I spoke with someone. It got to the point they wouldn't pick up my calls or they would just disconnect the calls. That is when I decided to start the chats so I can document the conversations as you can see on the attached screenshot from a live chat on July 3.

  The other main issue here is that my application wasn't sent directly to the US Department. My passport package was sent to the ********************** in ********. I've called them multiple times as well. They lied repeatedly and assured me that my passport was on it's way. It felt GovPlus and ********************** were working together on this. According to the ************* my passport had shipped on 6/25 but they couldn't provide a tracking #. When I asked why the ************* wasn't showing my application processed, They would deviate and tell me that someone would call or email with that information. The bottom line is after daily attempts to get accurate information from both parties, neither GovPlus or the ********************** could not produce any documentation to support their lies.

  I have lost time and money. I've attached (2) receipts for the ****** in *********, ****** and the Air Canada flight. You state your multi-million dollar company has lost $211. Who is going to refund me the ($2,833.26) that I've lost because of your companies incompetence?

  Sincerely,
  
  **** *****

  Business Response

  Date: 07/24/2025

  Dear Mr. ******************* you for your continued communication. We understand your frustration and regret that your experience has not met expectations. We want to clearly outline the facts and clarify the role GovPlus plays in the passport application process.
  
  Role of GovPlus
  
  GovPlus is a private service provider that facilitates the delivery of passport applications to the appropriate U.S. government agency. Our service includes reviewing the application for completeness, packaging it according to federal requirements, and delivering it to the assigned passport processing officein this case, the *****************************
  
  We are not affiliated with nor do we control the operations, internal tracking, or data entry practices of ANY of the ***************** or the ************************. These government entities are solely responsible for processing, approving, and mailing passports.
  
  Passport Status and Tracking
  
  You are correct that the national status website (operated by the ************************) did not show your application as processed. While this is understandably concerning, we must clarify: in our experience, a lack of status update on the Departments site does not necessarily mean the passport hasnt been processed. These updates are entered by the individual passport agency at the state agency and may be delayed or incomplete. We will provide you with the contact information for the Philadelphia agency that we have confirmed they received and cashed our check that was inside your application package.
  

  According to the ****************************, your passport was processed on June 12, based on the when the check was cashed. We were also informed that your package was mailed but no **** tracking number was recorded by them. This creates a visibility issue for both us and for youbut again, it stems from the internal procedures of the passport agency, not from GovPlus.
  
  Communication Concerns
  
  We take your comments about communication very seriously. Our team has reviewed internal call logs and chat transcripts. While we acknowledge the high volume of inquiries during peak passport season created longer-than-acceptable response times, there is no indication that calls were intentionally disconnected or that information was intentionally withheld. We understand this was frustrating, and we are actively working to improve responsiveness. 
  
  Reimbursement and Liability
  
  We acknowledge the financial losses youve incurred due to the delay. However, as stated in our Terms of Service, GovPlus does not guarantee the processing speed or final delivery of passports. We cannot be held liable for government errors, omissions, or failure to enter tracking information and or **** misplacing or losing your application package.
  

  We processed and delivered your application to the Philadelphia agency as agreed and issued you a full refund including the government fees that were already cashed. We understand this does not mitigate your losses, but we must reiterate that we fulfilled our contractual obligation: submitting your application to the designated passport agency. Although, we are still continuously reaching out to the **************************** to see if they can obtain and provide the tracking number. We have provided their information below as well if you wish to reach out directly to see if they can provide you with a tracking number.
  
  Final Notes
  
  We understand your disappointment and have already refunded $211.36 for the government fee that was already cashed as well as the  $297 for our software fee digital photo, printing fee etc as a goodwill gesture, even though the delay was not caused by our actions. Unfortunately, we are unable to provide compensation for airfare, lodging, or other indirect expenses, as these are outside the scope of our control and explicitly excluded in our service terms.
  
  We sincerely regret the disruption this situation has caused and hope you are able to resolve the issue with the State Department regarding the possibility of a lost passport. Please see the following information on where you can reach out:
  
  **************************** contact information:
  Physical Address:
  ****** N.C. ***********************
  *******************************************************
  **********************"
  
  Mailing Address:
  U.S. *******************
  ****************************
  CA/PPT/**
  *************************************************
  ********, ** 20166-1129
  

  Person in charge or main contact person:
  ******-*** ******
  ****** ******
  
  Email Address: [email protected]
  Philadelphia *************** Congressional Phone #: **************

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23573273
  
  I am rejecting this response because you are still not being truthful in your replies. You say that you want to outline the facts however, you have not been able to provide any evidences to support your claims.

  You state that your company's role is only to review and mail out sensitive documents to different agencies and in my case, it was sent to the Philadelphia agency. I have attached (2) files showing that is a lie. My package was originally shipped and delivered to the ********************** on 6/10. As I mentioned previously, it is my opinion that this is agency operates under the same methods as GOV Plus, incompetently. It is incomprehensible to me on how you can state that your only role is to deliver sensitive documents from people but you can't provide real time tracking of said documents.

   Here are the facts: My application was finally sent to ************ after I made my complaint here at the Better Business Bureau on July 9th. The application was processed on July 12th, the book was printed on the 16th and it was finally delivered to me last week on the 24th. I've attached (2) more files supporting my statement. These are the facts...

  Now, there was a lot of effort in this reply from GOV Plus to excuse yourself from what has happened here. Your company has to gone great lengths on trying to prove that your team did everything in their power to assist with the ongoing issues I was experiencing. I wish the same efforts and measures would have been put into my application from the beginning. Maybe we wouldn't here...

  The bottom line here is that I have stated facts, supported documents and have shown you screenshots from chats of your rep ******* lying to me. I thought that maybe you would acknowledge, instead your continuing to support those lies. I have lost time and money that I can't get back no matter what you say...

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/07/2025

  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 gave this company the benefit of the doubt despite all the negative reviews, but my experience has confirmed the concerns. I submitted my passport application in November 2024 and paid both the Gov+ fee and the passport processing fee. My application status stayed stuck at "3 days remaining" for months with no communication or updates.Only after I reached out was I informed that there was an issue with the photo I submitted. I followed their instructions, had a professional photo taken at *********, and uploaded the new photo. Yet two more weeks passed with the status still saying "3 days remaining." It's now July 2025, and nothing has changed.They left me a voicemail saying they wanted to make things right, but no follow-up action or information has been provided. This level of neglect and poor communication is unacceptable. Im requesting a full refund and want to cancel all pending applications with this company.

  Business Response

  Date: 07/14/2025

   

  Dear ***** ******, 
  
  

  We acknowledge receipt of your complaint submitted through the Better Business Bureau and regret that your experience did not meet expectations.
  

  Please note that the review process for passport applications begins once the government fee has been paid. We process and review thousands of applications daily across a range of services, and our goal is to ensure each one receives the attention it deserves.

  
  To maintain fairness, applications that include expedited or premium services are prioritized, as those options cover faster processing and enhanced support. Applications submitted under a one-time fee are reviewed in the order they are received.
  
  We truly appreciate your patience throughout this process. Your application package has now been prepared and is awaiting pickup by **** (tracking number: **********************). We are actively monitoring the shipment until it is delivered to your address.
  
  If you have any additional questions or need further assistance, please dont hesitate to reply to the email thread with our representative, Gab. Wed be happy to arrange a phone call or respond directly to your concerns.

• Initial Complaint

  Date:07/07/2025

  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.

  Suckered by yet another slick website while attempting to replace a lost passport. Charged $97, got suspicious when they wanted more PII. I checked online and their reputation is one of deceptive marketing practices.

  Business Response

  Date: 07/14/2025

  Dear Mr. ******* *******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  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.
  
  As for the request for personal identifying information (PII), please note that this is standard and necessary when applying for a passportwhether done independently through a government site or with the help of a service provider. Were not collecting anything that isnt already required by the *************************
  
  We respect every customer's right to voice their concerns, but we also encourage everyone to verify information and reach out directly for clarification before forming conclusions based on assumptions or online hearsay. We have checked our communication logs across all channels and we did not have a single interaction with you.  A quick message to our support team could have easily cleared things upwithout needing to post publicly about being "suckered."
  
  At GOV+, we strive to support customers who recognize the value of convenience and transparency and who are equally committed to clear communication.
  
  Based on the actions taken and the refund issued in full on July 8th. We attempted multiple courtesy calls to inform you. Since we cannot get a hold of you we sent a refund confirmation email instead. Please allow 3-5 business days for the refunds to be posted back to the original mode of payment as processing times vary.  We consider this matter resolved and closed.
  
  
  

• Initial Complaint

  Date:07/05/2025

  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.

  Gov+ fraudulently charged me when I never wanted to buy a membership. I was filling out a passport application when all the sudden my card got charged for the new passport AND gov plus which I never wanted. I would never spend 130 bucks on anything like this please refund me!

  Business Response

  Date: 07/14/2025

  Dear **** ********, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  You filed for a passport renewal application on July 5th and paid the one time GOV+ fee of $67. Please be reminded that no charges can be processed on our site without a user first:
  
  1. Manually entering payment details,
  2. Clicking Agree to the Terms and Conditions, and
  3. Clicking Submit to confirm the transaction.
  
  After finishing the required processes you were asked if you would prefer to pay the mandatory government fee of $130 for standard processing online and we will issue on your behalf or write your own. You opted to pay it online. There were no sudden charges , as you have stated.  If the charge was processed, its because each step was completed by you. No charges are applied without your express authorization. 
  
  Given the nature of your complaint and the resolution you requested, we have canceled your application and issued full refunds on the same day, July 5th. Refund confirmation emails have also been sent to the address associated with your application. We even reached out to you via phone to inform you of this. 
  
  We certainly understand that misunderstandings can occur. However, we believe in factual clarity and accountability. The steps you took were deliberate. At GOV+, we strive to support customers who recognize the value of convenience and transparency and who are equally committed to clear communication.
  
  Based on the actions taken and the refund issued in full, we consider this matter resolved and closed.
  
  

• Initial Complaint

  Date:07/05/2025

  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.

  GOV+ passport online only worked 6/23 & 6/24 to submit anything. Last email remind me photo needed reload was 6/26. Gov+ stopped informing me the photo still did not work, & popped up a msg est wait time 3 business days. I waited 'til the 4th business day (7/3), decided to look into it myself msg its 24/7 chat & confirmed photo still didn't work. About 3 hours of chatting back and forth, which went into 7/4 after midnight, was informed photo upload o.k., but website still didn't work at all, with only informal verification in the chat lines! Staff had to manually fix every step to allow uploading, no accountability online from official site. ONLINE SERVICE STOPPED WORKING, TURNED INTO TOTAL EMAIL & CHAT! Requested fixing of the online function early 7/4 am by email. Auto msg responded it was fixed but still status quo, no change at all, no official confirmation whether the photo worked or not!I stayed on the chat until almost 2 am on 7/4. I was shocked when staff asked me name I want to put on the passport, as I saw info she wanted to confirm with me only included mid initial. I remember there's a place which asked for the exact name it appears on the current passport. She said I only entered my middle initial! Why would an efficient online service NOT ask for what exactly is the current name on the old passport! Why do I have to tell her after 1:00 am on a chat box?! It's a standard question passport agencies asks! I have totally lost faith in Gov+. I wouldn't submit my only one official expired passport in your hands! Don't even know where you all are located. Not BBB certified nor any credentialing info on their website! REQUEST REFUND OF $130: I successfully submitted my application on official US gov site. Willing to forgo the $97 processing fee due to my oversight mistaking you as official site! I submitted my refund request the earliest I could, not due to my delaying, but the non-working "online" service in about 2 days after I paid!

  Customer Answer

  Date: 07/08/2025

  I received a refund of all the amount paid on 7/4 and 7/5.  Issue resolved.  Thanks!

  Business Response

  Date: 07/14/2025

  Hello *******, 
  
  We truly appreciate your patience throughout this process. You were issued a full refund as promised. 
  
  If you have any additional questions or need further assistance, please dont hesitate to reply to the email thread with our representative, ****. Wed be happy to arrange a phone call or respond directly to your concerns.
  
  

  Customer Answer

  Date: 07/15/2025

   
  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:07/02/2025

  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.

  On 6/30/2025 I applied for *** precheck using what I thought was an official government site, **************************. After filling out the form I was charged two fees, $97.00 for the application and $57.00 for expedited processing. I used the chat option and said I wasn't expecting to be charged that much. Whoever answered said they would probably waive the $57.00 fee. I called my credit card company and they said you could dispute it once the charges went from pending to being charged to the credit card. Today both charges are on my credit card. I'm concerned after reading other complaints that I won't receive my TSA precheck before I leave in 2 weeks. Would you please help me? I would like my application with Govplus canceled (I called Govplus, and they said they could cancel it, but I wouldn't receive all my money back, because that was their policy), and all my money refunded. I would like to reapply on an official site before time runs out to get it. Thank you!

  Customer Answer

  Date: 07/04/2025

  I received an email from ******* from Gov+ on July 2nd stating that they received my complaint with the BBB and they said that they canceled my application and were refunding the entire $154.00 that they charged me. I appreciate the BBB for stepping in to help resolve this and for Gov+ being willing to cooperate.  Thank you!!

  Business Response

  Date: 07/14/2025

  Dear ******* ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  On June 30th, you submitted a TSA PreCheck application through our platform, authorized the payment of $97 for the GOV+ software fee, and opted into an expedited processing offer for $57. For clarity, please be reminded that no charges can be processed on our site without a user first:
  
  1. Manually entering payment details,
  2. Clicking Agree to the Terms and Conditions, and
  3. Clicking Submit to confirm the transaction.
  
  As for the expedited service, this is entirely optional and includes a clearly labeled Skip ******* If the charge was processed, its because each step was completed by you. No charges are applied without your express authorization.
  
  Your application underwent full review, and appointment date options were provided. As clearly outlined in our Terms & Conditions which, again, must be agreed to prior to payment No refunds will be issued after such period or if Services were rendered. Services are considered rendered if: (a) an application has been completed and submitted for review.
  (Reference: *****************************************************************)
  
  In short: your application had already progressed beyond the refundable stage at the time your request was submitted.
  
  While your refund request was ineligible per policy, we still processed a full refund on July 2nd as a courtesy, not an obligation. Confirmation emails were sent to the address you provided, and we have confirmed it was successfully delivered. For transparency, weve also attached supporting documentation for your reference.
  
  We certainly understand that misunderstandings can occur. However, we believe in factual clarity and accountability. The steps you took were deliberate, the terms transparent, and the services rendered.
  
  At GOV+, we strive to support customers who recognize the value of convenience and transparency and who are equally committed to clear communication.
  
  

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service 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 tried to use GovPlus to renew my husband's passport. I paid their fee and submitted all required information, including the picture. They sent me an email saying the picture wasn't good enough. I explained that their system ONLY allowed a "selfie" and because of my husband's Parkinsons Disease, he is not able to hold the camera the required distance and steady enough to take the picture. I asked if there was a way I could take the picture. I have sent 4 emails and received 1 response, stating they would contact me within 24 hours. Since then I have not heard a word. Since this company is unable to provide the product they sold me, I feel they owe me a refund.

  Business Response

  Date: 07/09/2025

  Dear ***** ******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the sequence of events regarding your husbands passport renewal application.
  
  To begin, wed like to address your concern about the photo submission process. The selfie option, as you referred to it, is simply one method of uploading a passport photo. There are no restrictions on who can take the photoas long as it meets the ************************* requirements. You are absolutely welcome, and in cases such as this, encouraged to take the photo on behalf of the applicant, particularly if they are unable to do so themselves.
  
  You submitted your renewal application on June 21st, and it was reviewed on June 26th. An email was sent to you at that time notifying you that the uploaded photo was rejected due to non-compliance with federal standards. So, the assertion that you have not heard a word from us is inaccurate. Our communication record reflects a follow-up on our part. 
  
  We understand the frustration, and we truly regret that our systemlike every other secure platformis not programmed to detect personal medical conditions. That kind of diagnosis-based automation would require access to private health information, which we neither collect nor store for ethical and legal reasons. Had this concern been raised directly in response to our outreach, rather than through a public complaint, we would have been more than happy to offer appropriate alternatives. We're fully committed to helping customers resolve issuesprovided we're actually given the opportunity to do so.
  
  Our services are designed to provide convenience for customers who prefer guidance, automation, and centralized document management. That said, our platform may not be the right fit for everyone. Given the nature of your complaint,  you are always free to complete your application directly through the government at no cost. The application has been cancelled and you were issued the remaining refunds on July 2nd and we attempted to reach out to you via phone call. The timing might have been inconvenient so we left you a voice mail. We consider this matter closed.
  

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  ***** ******