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:05/21/2025

  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.

  I created my GOV+ account on 5/17/2025. I created my account because they made me believe that they are a government agency handling *** *** . I was looking for when my *** expiration date was. Once I created my account I realized to access any service or to get information about my *** I had to subscribe to the particular service and pay for it. My further research showed they do provide a legitimate service, but making me believe they were a Gov agency or affiliated with one I believe is a Scam to force you to pay for their service. On 5/17/2025, minutes after I created my account, I asked for my account to be deleted along with all my personal information. Their AI assistant is terrible and there is no obvious way to speak to someone. On 5/21/2025 I have again request my account to be deleted with all of my personal information. Their AI assistance spins and spins and you have to wait several minutes for it to finally respond. They make if very difficult for you to delete your account.

  Business Response

  Date: 05/22/2025

  Dear ***** ******,
  
  First and foremost, GOV+ is not a government agency nor have we ever claimed to be.
  
  In fact, our homepage clearly states: NOT THE GOVERNMENT, JUST A HELPFUL PRIVATE COMPANY. This statement is displayed, not hidden in fine print or buried in legal jargon. Any assumptions to the contrary likely stem from overlooking or choosing to ignore the readily available information.
  
  Our Terms of Service, disclaimers, and product descriptions are publicly accessible on our website. Participation in our services, including optional subscription offers, is entirely voluntary.
  
  We aim to retain customers who value transparency and appreciate the convenience, structure, and support that our platform provides.
  
  We trust this clarifies any confusion. In the future, we recommend taking a moment to fully review the services being purchased before escalating matters publicly.
  
  Your request has been fulfilled, we consider this matter closed.

  Customer Answer

  Date: 05/23/2025

   
  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. Had the company fulfilled my request when initially submitted, I wouldn't have needed to contact the BBB. I am very appreciative that the BBB was able to get the company to resolve the issue so quickly, which they didn't do when I contacted the company directly thru their process. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been ill for 9 months. I was in the process of trying to renew my expired Passport. I am disabled and have trouble doing things. I haven't been able to walk at all. I was hoping to take a cruise with my friends. I started my application with GOV + the process was daunting. I paid ALL my fees. As I continued to get my papers in order. When I found out I needed a current ID/ Driver's license. I contacted the company and explained my situation. I told them My Daughter found and bought a specialized chair that would pick me up and allow me to go to the *** to get my new license. I needed to get current documents in order to finish my Passport Application. I contacted the company several times explaining my progress. I only got a response from an A1 BOT. The Bot said my information would be given to the Humans. When I got nothing I attempted to ask the Humans to call me. I wanted to talk to them because at every turn the Humans demanded more money. They blocked my ability to finish my Passport. I again and again tried to get a human to actually call me. They would not. Then I was told that to complete my Passport I would have to pay Again the price I paid in the beginning. I don't have a lot of money. I'm living on my Social Security small check every month. I don't understand. This company has done nothing to help me. The only thing they said in a text was PAY THE ****** plus some other amount then they would complete my Passport Application. I was angry, I was dubbed into wanting this Passport only to have these people disregard me and my disability. I already had paid ALL my fees. But was told they would NOT do anything unless I paid the same price I had just paid. This company should be put out of business. I am not going to be able to go because of these people. It's not that hard to pick up the phone to CALL ME. But their fingers are so busy counting the money they DON'T CARE About a DISABLED 70 year woman who came to you for help. SHAME ON YOU!!!!!!

  Business Response

  Date: 05/23/2025

  Dear ******** ******,
  
  We acknowledge receipt of your complaint submitted through the BBB and appreciate the opportunity to address your concerns. We have attempted to reach out to you via phone call, however you rejected our call twice. We also sent you an email to offer a resolution. Please check the email sent by our representative ******* and use that email thread so we can assist you further. 
  
  

  Customer Answer

  Date: 05/28/2025

  Hello Thank You for trying to help me with this Gov+ company. However their reply to me is unacceptable, they don't tell the truth about the cost they are going to charge people. 
  I would never contacted this company if I had been told the truth in the beginning about what the cost really was. 
  I begged for them to contact me and explain the charges, but they never would. I am very depressed that because of this company I have missed my opportunity to go on this trip. I was charged again for for ***** on 5/19/25. These charges were never explained to me as to what that was for. 
  I want a full refund from this company. I can assure you I will never do ANY business with this company again. 
  Please get my money back. 
  Sincerely,
  ******** George 
  ************

  Customer Answer

  Date: 05/28/2025

  More saw your note. I did not see ANY additional information. 
  During this process I have not been available. I've lost my opportunity to go on the cruise ship and since I was given no CLEAR Pricing, with NO actual human contact even though I begged for a HUMAN to call me, you never did until I contacted the BBB. 
  I no longer want to proceed with my application. 
  I want you to delete ALL my INFORMATION and process a full and complete refund. 
  I would like you to be more available and ABSOLUTELY CLEAR on your prices. It's not right for you to take advantage of people like me. I still have no real idea of the items I paid for including the last demand of $14.99 on 05/19/25 with NO EXPLANATION of what that money was for. 
  You BLOCK the process by demanding money with no explanation as to why or what we are paying for. 
  
  
  Please REFUND ALL MY MONEY and DELETE ALL MY INFORMATION in your system.
  
  
  ******** George ...

  Business Response

  Date: 05/29/2025

  Dear ******** ******, 
  
  You were already refunded in full yesterday, May 28th. You may check your email for refund confirmation. Your account and all your information were also deleted. The file attached were taken before information deletion. 

• Initial Complaint

  Date:05/21/2025

  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 sent an email to Govplus after receiving the paperwork from them to renew my passport. I reviewed the paperwork and noticed that the address was wrong on one page and my name was wrong on both. I informed them in the email of this. I never received a response. Unfortunately my health has been extremely poor and I have been hospitalized several times. I attempted to follow up with them. I also noticed that the two checks that they provided, one for $190 and one for $35 are expired. When I call the phone number provided it says that no one is available to take my call. So Ive paid for useless paperwork and Im out over an additional $200. Plus the paperwork they provided was not the proper paperwork for a passport renewal but rather a new passport. Please help me. I live on only my SS of less than $1000 a month. This isnt fair.

  Business Response

  Date: 05/23/2025

  Hello *******, 
  
  We acknowledge receipt of your complaint submitted through the BBB and appreciate the opportunity to address your concerns. We have attempted to reach out to you via phone call, however the timing could have been inconvenient so we left you a voice message. We also sent you an email to offer a resolution. Please check the email sent by our representative ******* and use that email thread so we can assist you further. 

• Initial Complaint

  Date:05/21/2025

  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 on 2-6-25 using website Gov+ thinking it was an approved government site. I paid an application fee $67 and processing fee $130. It has been a few months and I still haven't received a package. I haven't been able to talk with a representative with the company only online chats. I feel as if I am getting a huge runaround with no resolution. I have chatted at least 3 times uploading several pictures. On 5-18-25, I was advised by **** an package would be sent within 24 hours and I would receive a tracking number. As of 5-21-25 I sent another chat and nothing has been done and that representative said they needed more information. This has been extremely frustrating. The company has never contacted me whenever there has been an issue. At this point, I would like a full refund of the total fees.

  Business Response

  Date: 05/23/2025

  Dear ****, 
  
  Thank you again for taking the time to speak with us.
  
  Were sorry to hear that your experience didnt meet expectations and sincerely apologize for the inconvenience you experienced with your passport application. We previously conducted system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance, and we regret any disruption this may have caused.
  
  Your application package remained with us and was not completed due to an issue with the passport photos provided. Please know that if you decide to move forward in the future, youre always welcome to submit a new application. Should you need assistance, feel free to reach out directly through the email thread sent by our representative, *******.
  
  Weve gone ahead and canceled your current application, and full refunds have been issued. For your reference, the same receipts sent with your refund confirmation email are attached for your review.
  
  We truly appreciate your time and cooperation, and we hope to support you again in the future.
  
  

  Customer Answer

  Date: 05/24/2025

   
  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:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of this year I was led to believe that Govplus could renew my TSA precheck. However the *** told me that only agents with ***** or a .gov. address could do the renewal so since govplus has a .com address it is not authorized to do so. They charged me three times for services that they could not provide at $97 per. I am seeking a refund. This complaint also applies to Discover Card who refused to grant me a refund despite evidence. I have since gotten a refund of $97 from govplus but they still owe me the balance.

  Business Response

  Date: 05/21/2025

  Dear ***** *******, 
  
  We attempted to reach you at ************** yesterday, May 20th, but our call was routed to voicemail. As mentioned in the message we left, were following up regarding your refund for the *** PreCheck renewal application.
  
  It appears that one of the two $97 refunds did not go through due to the dispute you filed. We processed both refunds and one went through and the other was rejected due to your dispute. We would be happy to reprocess the refund. Before that, we highly suggest you contact your bank to ensure that they will not reject the refund before we process it. This is why we discourage individuals filing disputes without contacting the businesses first.
  
  Regarding the individual you spoke with at ******, please be aware that these personnel are not government employees. ****** is a third-party contractor hired by the *** to conduct interviews, and they operate multiple appointment facilities. However, the fact remains: they are not government officials. It is not surprising that they may be unfamiliar with GovPlus, but a lack of awareness does not equate to illegitimacy.
  
  For clarity, GOVPLUS is a fully legitimate and registered private company operating under state and local laws. Our website explicitly states that we are not affiliated with any government agency. We provide a transparent breakdown of our services and fees, which include identity and document protection, automatic renewals for time-sensitive documents, and more. *** PreCheck is just one of the many services we offer.

  After speaking with your bank, please reply to the email we sent so we can further assist you.

  
  

  Customer Answer

  Date: 05/22/2025

   
  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:05/18/2025

  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 applied for a passport on April 23, 2025. It has been sitting in Government Review (which states 3 business days online) since then. I messaged to ask and they said my photo was no good but wont reset the account to upload a new picture so its just stuck and Im out the fees I paid, I want a refund,

  Business Response

  Date: 05/19/2025

  Dear ****** ********, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to address your concerns.
  
  Please be informed that your application was  on hold due to ongoing issues with your passport photos meeting required criteria. The passport photo standards are set by the ************************, and as a service provider, our role is to ensure strict compliance with these federal guidelines. You were offered an alternative of having your photo done by a professional at a CVS or ********* near you so that you would either have a digital copy to upload or physical photo that would qualify. However, you decided to take your own photo again and reupload through our website. The succeeding photos still failed to meet the criteria and the status was put back where you can reupload.
  
  GOV+, through our subsidiary *********************, is authorized to assist with passport services and operates under strict security and regulatory standards. As such, we are unable to approve or process any application that includes non-compliant photos, incomplete information, or missing documentation, as this would likely result in rejection by the passport processing facility.
  
  We understand that you prefer to pursue your application independently. Please know that your application already underwent reviews and is already beyond our 7 day refund policy. Please refer to our terms and conditions where all customers are required to agree to before payments are processed: 
  
  10. Refunds?
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if:(a) an application has been completed and submitted for review;
  
  However, as a courtesy, we processed a refund of $49 of the one time GOV+ fee and a full refund of the mandatory government fees, $165. Please allow 3-5 business days for the refunds to be posted back to the original payment method as bank processing times vary. Refund confirmation emails were sent and delivered as well. 
  

• Initial Complaint

  Date:05/14/2025

  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.

  Their ad doesnt say that they just fill out the paper work. They lead you belief that they are submitting to the government. For which they charge $160.00. $97.00 application fee $ 120

  Customer Answer

  Date: 05/15/2025

  This shows the charges from govplus..

  Business Response

  Date: 05/15/2025

  Dear ****** *****, 
  
  Thank you for sharing your concerns. We appreciate the opportunity to clarify the nature of our services and your recent transaction.
  
  We understand there may be some confusion about how our services workspecifically, the assumption that we submit all forms directly to government agencies on your behalf. That is not always the case, and frankly, it cant be. Some applications, yes, can be submitted digitally or by mail without your physical presence. However, U.S. passport applicationsparticularly for new passportsare not among them.
  
  For all new passport applications, the ******************* requires that you appear in person at an authorized acceptance facility. Because the original documents must be presented, inspected, and verified in person, and you must sign the application in front of a passport acceptance officer. Thats a legal requirementnot a GOV+ policy.
  
  So to clarify: what you paid for was the accurate preparation and generation of your passport application kit, including:
  
  1. Form completion based on your input,
  2. Proper formatting and compliance checks ($35 and $130)
  3. Evidentiary document photocopying (based on uploads)
  3. A qualified passport photo,
  4. Step-by-step instructions and support.
  
  In other words, we handled everything up to the point the government takes over. Were here to support your process, but we cannot replace the role of the passport officer, nor can we change federal law to allow you to skip the in-person requirement. We appreciate your understanding
  
  As for the fees you were charged, here is a  breakdown:
  
  - One time GOV+ Service fee $97
  - Mandatory Government fees - $165
  - Optional offer : Annual Subscription fee - $119.88
  
  Please know that your application immediately underwent review, and you were informed yesterday, May 14th, via email, that the passport photos you have uploaded were rejected, the photos of your documents were blurry, and your parental information needs to be verified. 
  
  However, given the nature of your complaint, it is clear that  you were expecting a different type of service. We do not want this to be complicated for you so we processed a full refund of $381.88 today, May 15th. 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 consider this matter closed. We wish you luck in your application. 

  Customer Answer

  Date: 05/28/2025

   
  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:05/14/2025

  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,
  
  ******* ********