ComplaintsforGovPlus

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They charged my AmEx credit acct and keep giving me the runaround about my photo not meeting qualifications for my passport renewal, even though I finally sent them a photo take by a passport photographer at ******* in W.*********** which totally met all criteria.

  Customer response

  09/22/2024

  The company refunded my fees.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 12th I tried to renew my US Passport through ************************. I have repeatedly tried to contact them to find out why the passport application has not yet been mailed to my home as their website states it will. Now I am convinced they are a scam and I am out $67 for the renewal application fee and $130 for government processing fees.I would like to file a formal complaint and try to get my money back since they have not completed my passport renewal application. I am more concerned with the fact that they now have all my personal information, including name, address, phone number, birthdate and social security number.

  Business response

  09/26/2024

  Hello ****, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and clarify your complaint. We encourage direct and ethical communication to address concerns before resorting to public complaints. Please know that we are always committed to resolving matters in a fair and transparent manner. Your application for routine passport renewal has been completed on September 13th, a Friday and you were informed that you will receive your application package with 8-10 business. days
  
  As per your BBB complaint, your desired resolution is reportedly Billing Adjustment (refund) Since the application has already been delivered to you ***** Tracking number **********************), the job has been finished, it is now in your hands to complete the steps and mail it off to the designated passport agency we have done our part. About the refund you are asking for, can you communicate to us privately about this as if we have delivered the services in full as of this moment? In addition, we have issued a government check for you and processing a refund of this would void the check and create further issues (rejection of application due to voided check). We do not recommend this as the goal is to get your passport. Please communicate to us privately if you desire a refund as we have additional steps we need to explain and advise you of.
  
  At present, your application package has already been delivered, as per **** site. If you intend to proceed with your application, please follow the instructions enclosed or contact us directly for prompt assistance. 
  
  Regarding your information, we prioritize the privacy and security of our valued customers. ********************** employs bank-level 256-bit TLS encryption to protect customer information. Our advanced technologies and procedures ensure that applications are securely managed and processed. We take our responsibility to protect our valued customers information seriously and remain committed to upholding our legal and ethical obligations. You may revisit our website and click on the Security & Privacy tab. 
  
  Please if you need any further help or questions You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST **************************************************************** Specialist
  **********************
  

  Customer response

  09/27/2024

   
  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

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company call Gov+ I thought I was renewing my passport through is not legit. They arent renewing and want a refund

  Business response

  09/12/2024

  Hello ******, 
  
  We saw that one of our agents, Freya, assisted you with your request on September 9th for a full refund. It has been processed and refund email confirmations have been sent as well.  We are attaching those receipts for your reference. A follow up call was also done the following day, September 10th, and our representative, *****, assured you that your requests were processed and your information is safe. You may explore our website at your convenience. (Please refer to Security tab)
  
  GOVPLUS is a private company fully registered under state and local laws and we are committed to providing legitimate and valuable services. Our company is also a certified IRS E-Filer.  We strive to simplify the process of filing various government forms online and our platform offers several additional features designed to enhance the customer experience, distinguishing us from basic government services. As our name suggests, GOVPLUS goes beyond standard offerings by providing unique features not available elsewhere.
  
  Under Terms And Conditions; Item #7, which all customers have to agree to before manually submitting their payment:
  
  "EIN PLUS LLC (DBA GOVPLUS) provides the use of its software as the service, we are responsible for ensuring the application is completed and in some cases sent to the corresponding Government or State agency BUT NOT FOR THE ACTUAL ISSUING OF THE DOCUMENTS.."
  
  We regret that you still had to file a complaint with the Better Business Bureau after your requests were processed and we had a follow up phone call with you. 
  
  However, our priority is and will always be customer satisfaction. We have processed full refunds of the $67 GOV+ Software fee, $57 discounted offer for TSA PreCheck application and $165 Government fee; totaling to $289 as we only intend to keep customers who value our services.
  
  Please allow 3-5 business days for the refund to post as bank processing times vary. GOV+ considers this matter to be resolved. For further feedback or questions, you may contact us privately:
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  Phone: ************** (8 AM to 11 PM EST Mon-Fri, 11 AM to 8 PM EST Sat-Sun)
  
  Best regards,
  
  April
  Customer Service Specialist
  **********************
  

  Customer response

  09/13/2024

  Hello- I just want to make sure my information is also protected from this company.  The company asked for copies of birth certificate, SS, and other personal information.  I believe it was a government agency because it said GOV+.  They have all my information and want to make certain it isnt being sold elsewhere.  Thank you for your help and cooperation.  
  

  ***

  Business response

  09/13/2024

  Good day, 
  
  We have already processed the desired settlement for refunds. The concerns were addressed. Attachments were also included. 
  
  Sincerely, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to get a new birth certificate and thought that it was on its way when it turns out I paid 67 dollars for an application and the process wasnt even half way complete. Then I paid 57 dollars for a *** pre check and nothing happen. I am not able to complete the process because of documents I am missing so I need my refund asap

  Business response

  09/11/2024

  Hello Xavier, 
  
  Thank you for reaching out through the BBB platform. We appreciate the opportunity to address your concerns and provide clarification.
  
  Our records show that you contacted us via phone on September 5th but stayed in the queue for only 39 seconds. We attempted to call you back on September 6th, but it may have been at an inconvenient time, so we followed up with an email. Please note that our customer support is available 365 days a year.
  
  You submitted a birth certificate application on *************, which was processed for initial review. It did not progress because we required a valid identity document, and email notifications were sent on September 5th and 6th to remind you to upload the document and pay the mandatory government fee.
  
  For your TSA PreCheck application, you purchased it as a promotional offer but did not complete the eligibility questionnaire, leaving the application incomplete.
  
  Full refunds were processed on ************* for $67 (Birth Certificate GOV+ Fee) and $57 (TSA PreCheck offer), totaling $124. Refund receipts were sent via email, and you should see the funds within 3-5 business days, depending on your banks processing times, excluding weekends and federal holidays.
  
  Should you need further assistance, please feel free to contact us privately.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ************************************************************** Specialist
  **********************
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/3/24 filled out application for passport and they charged me $67 for standard then, without telling me, they charged me an additional $119. for subscription read the reviews after the fact, because it suddenly alarmed me sure enough, it is a scam!!beware of .************************** When I searched passport renewal it was one of the first to come up they are not affiliated with the government at all

  Business response

  09/07/2024

  Hello Sahara, 
   
  Thank you for reaching out to us via the BBB platform. While we do have our own customer support, we welcome the chance to address your concerns here.
  
  You mentioned, "charged me $67 for standard then, without telling me, they charged me an additional $119 for subscription." Our records show that after you voluntarily paid the $67 one-time service fee, there were two unsuccessful attempts to purchase our GOV+ Premium Annual Subscription on September 3rd, followed by a successful payment of $119.88. This suggests you were aware of and interested in the subscription, which is optional and can be skipped. You also stated that we were not affiliated with the government and this is true as it was already stated on our homepage, near the top if you are using a computer, and still visible while using a mobile phone, just with minimal scrolling. Our use of the domain suffix  .com is also a declaration of the fact that we are not a government website but a private company.
  
  That said, we have canceled both your passport application and the annual subscription, and a full refund of $186.88 has been processed on September 4th. You should receive the funds within 3-5 business days, excluding weekends and holidays. A refund confirmation has also been sent to *************************** We also attempted to reach out to you via phone on the same day to inform you this but we might have called at an inconvenient time.
  
  We consider this matter resolved. Should you have any further questions or feedback, please feel free to contact us directly.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  We genuinely wish you the best in your future endeavors.
  
  Regards, 
  
  April
  Customer Service Specialist
  **********************
  

  Business response

  09/07/2024

  Good afternoon. These are the refund receipts.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/30 and 8/31, I filled out two form for TSA Precheck. My first issue is that the to header FINALLY is about a 30 font, while the fact that they are not the government is about an 18 and is down the page - instead of at the very top. OK, the heart of my complaint is the promise of saving hours of valuable time. It did not. Both applications which cost $67.00 got hung up. The process stayed in limbo for several hours. I went on to chat to get a bot. It came back with the message, "thank you for your patience, we'll be with you soon" (or something close to that. In the first form, I kept asking the chat for a live person. That took over an hour sitting at my computer. On the second form, I left it in the "we're almost complete" mode for three hours! There was nothing speedy or easy by using this company. I've been a computer programmer since 1980 and I recognize a faulty system. My request is for a complete refund.

  Business response

  09/11/2024

  Sorry to hear this ******,
  
  We can confirm that our representative, ****, responded to you on September 3rd, requesting the email address associated with your GOV+ account. You provided this information the next day, along with your girlfriends email, to facilitate the refund process.
  
  For your reference, we are attaching proof of all refunds. On September 3rd, a full refund of $67 was processed for your *** application. Additionally, on September 5th, we refunded $67 for your girlfriends *** application, $67 for her passport application, and $165 for government fees, totaling $299. All refunds were issued to the original payment card and should reflect within 3-5 business days, excluding weekends and federal holidays.
  
  Regarding the *** verification address you selected (***************************************************), this is a valid location verified by ********, not a defunct church. It is an approved facility for completing your *** PreCheck verification process.
  
  As for your application, our system shows no delays on our end. You were notified via email shortly after submitting your initial application on August 30th to complete it, as we are unable to submit unfinished applications. Your application was completed on September 1st, and you selected a *** appointment for September 16th at 8:20 AM. Records indicate that you attended the appointment and are now awaiting your *** number.
  
  We are pleased to have provided the promised services in full, and you have also received a full refund. Please consider this a gesture of goodwill, as we aim to ensure our customers are satisfied. Should you need further assistance, feel free to reach out.
  
  In regards to the chatbot hold time, we deeply regret this unreasonable hold time and will look into this case as it is not typical. We appreciate your bringing this to our attention.
  
  Thank you for your font recommendations. While we value all feedback, we kindly ask that it be shared privately.
  
  For any further assistance, please feel free to contact us directly, 365 days a year, at:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ***************************************************************** Specialist
  **********************

  Customer response

  09/23/2024

   
  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,
  
  ****** Cassia

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid my money and have not heard from them regarding my account. After now reading the complaints it seems the company is just out to get your money with little results. They do seem to be overly aggressive answering complaints and non sympathetic towards their customers.

  Business response

  09/01/2024

  Dear ********, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and address your complaint. Upon reviewing our communication logs, we did not find any interactions with you. We encourage direct and ethical communication to address concerns before resorting to public complaints. Please know that we are always committed to resolving matters in a fair and transparent manner.
  
  You submitted your TSA PreCheck application on August 28th, 2024. Your application has been immediately processed and reviewed and we sent an email on the same day, August 28th regarding schedule options for your in-person enrollment. You might have overlooked the email we sent; we suggest checking spam or junk folders.  Please know that the appointment details were based on the earliest available  date and time; and the location was based on the nearest facility around your mailing zip code: The appointment details were the following: 
  
  Location: ***********************************************
  Appointment Date: September 6 ,2024
  Appointment times: 9:50 AM | 1:10 PM | 3:50 PM
  
  Appointment schedules get booked and they deplete fast and we cannot guarantee if the initial schedules we have provided to you are still available. Since we have not received a confirmed appointment, our representative *** sent you an email on August 31st, 2024 at 9:55 PM requesting you to provide your preferred schedule so an appointment could be secured for you immediately. Please understand that since a complaint was filed, we have canceled  your application and as compliance to your desired settlement indicated on this complaint, full refunds for $67 and $57 were processed and confirmation email containing the receipts were sent as well. Please allow 3-5 business days for the refunds to be posted back to your account, as bank processing times vary. 
  
  We are also sorry you feel that the responses to the complaints seem unsympathetic. However, it is important to understand that those responses contain the facts and evidence, and we are within our rights to explain our side, particularly when faced with unwarranted accusations and inaccurate assumptions. Please be assured that we take accountability seriously and will sincerely apologize if and when we are at fault. We only wish for our customers to reach out to us first before resulting in public complaints and allow us the chance to address their concerns privately.
  
  Thank you for the opportunity to address this complaint. If you have any more questions or in need of assistance, please contact us directly at your convenience. If you still want to schedule your appointment, regardless of the cancellation and refund, please reach out to ***** or *** though the following contact information:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  We hope to serve you again in the future.
  
  Regards,
  
  April
  Customer Service Specialist
  **********************
  

  Customer response

  09/03/2024

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

  Customer response

  09/03/2024

  Gov+ did refund my money. They were friendly in their emails and I was surprised at their response. Their web site is confusing at best with too many offers to perform a simple task. You HAVE TO READ the full disclosure because your settings yourself up for a recurring charge on your account. 
  As always buyer beware . The BBB was fast and very responsive to my complaint. Thank you BBB. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Company charged me ***** for TSA pre check back in May. I am still waiting.Upon calling the real place, I found out it is a scam.

  Business response

  09/02/2024

  Hello ******, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and address your complaint. Please know we cannot process applications that are incomplete. It is not feasible nor is it legal. Upon reviewing our communication logs, we found that on May 20th, 2024, we sent you multiple emails reminding you to complete your TSA application. 
  
  We request all our customers to reach out to us first directly before filing a public complaint. Please allow us the opportunity to address them privately. You can be assured that we are committed to resolving matters fairly and transparently. We processed your refunds immediately, not in response to your threat to file a complaint with the BBB, but because we are dedicated to serving customers who value our services. ********************** is committed to providing legitimate and valuable services, striving to simplify the process of filing various government forms online. Our company is fully registered under state and local laws and is a certified IRS E-Filer. Our platform offers several additional features designed to enhance the customer experience, distinguishing us from basic government services. As our name suggests, GOVPLUS goes beyond standard offerings by providing unique features not available elsewhere.
  
  Regardless, we've gone ahead and processed the cancellation of your application and issued a full refund of $97. You'll receive your money back in 3-5 business days, depending on your bank processing times. Please note, this excludes weekends and federal holidays. Refund confirmation emails were also sent. Please acknowledge receipt.
  
  Thank you!
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ************************************************************** Specialist
  **********************
  

  Customer response

  09/15/2024

   
  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

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My debit card was charged numerous time without my authorization. Do not use this service.

  Business response

  08/31/2024

  Hello ********, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and address your complaint. Upon reviewing our communication logs, we found that on August 24th, you initiated our Live Chat assistant but exited before a representative could assist you. We apologize for the wait, as we were experiencing a high volume of calls and chats due to an increase in application inquiries and assistance requests. We processed your refunds on the same day, August 24th at 7:35 PM totaling to $170 (GOV+ software fee: $67, expedited shipping fee: $57 and government fee of $46)
  
  We understand your frustration and again apologize for the wait you experienced. However, we do not condone the use of profanity during our interactions. Please be advised that all communications are recorded. Rest assured, we are committed to resolving matters fairly, respectfully, and transparently.
  
  Regarding your statement about being charged multiple times without authorization, the services we offer are entirely voluntary. Making a payment is also voluntary. At no point are users charged without their knowledge. Our payment page explicitly states that 'GOVERNMENT FEES ARE NOT INCLUDED.' Multiple offers, depending on preferences, would also be provided and options to skip these offers are also available. The payment process requires applicants to manually enter payment information, agree to the terms and conditions by manually ticking a box, and then manually click the submit button. These steps necessitate a conscious, voluntary and informed decision by the applicant. 
  
  Please know that your application was already under review. We would have contacted you if additional information was needed. Once confirmed, your application would have been forwarded to the ********************* and your birth certificate would have been mailed to you directly upon the state's completion of processing.
  
  Given these facts, we find it necessary to address that reaching out to us with threats, using profanity, and filing a complaint with an inaccurate narrative is not only unfair but also misrepresents the situation. GOVPLUS is committed to providing legitimate and valuable services, striving to simplify the process of filing various government forms online. Our company is fully registered under state and local laws and is a certified IRS E-Filer. Our platform offers several additional features designed to enhance the customer experience, distinguishing us from basic government services. As our name suggests, GOVPLUS goes beyond standard offerings by providing unique features not available elsewhere. 
  
  There is no need for threats, public complaints or anything complicated on your part. You were issued full refunds of $67 for Application Fee , $57 Expedited Shipping Fee and $46 Government fee on August 24th and our representative ** even left you a voicemail. Refund confirmation emails were also sent. Please acknowledge receipt.
  
  GOV+ considers this matter to be resolved. 
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ************************************************************** Specialist
  **********************
  

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to start a renewal application for my passport on 8/20/2024, based solely on their claim that they could do in hours what other companies take days to do. I have been checking my status every day, multiple times each day, and just today it finally went to the next step. This is completely unacceptable and false advertising. It took over 4 days to, and a chat with customer service, to find out that my packet is being mailed out, for which they provided a tracking number.You cant move any further in the application process before giving them your credit card number- which shouldve been my first red flag. None of the information on their website is very clear either, they make you think youre going through an official government website. I paid for several things, thinking these were official charges from the government, for expediting for example, before I was then asked to pay the government fee, at which point I realized I had been deceived. The customer service chat representative told me they dont do refunds for completed applications, which mine is clearly not. I would like a refund of all money spent on this service.To insult to injury, my email has been inundated with spam and junk since providing them with that information.

  Business response

  08/31/2024

  Hello *****, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and clarify your complaint. Upon reviewing our communication logs, you launched our Live Chat assistant and abandoned them before a representative got to you (August 21 at 8:23 PM and 8:50 PM). Please know that we are always committed to resolving matters in a fair and transparent manner. Your application for passport renewal was submitted August 20th and was completed the following day, August 21st. You have availed our expedited shipping service and your application was picked up on the 23rd and **** did not scan the package or updated their tracking information until August 26th. It was delivered to your mailing address on August 28th.
  
  Please know that just because you made an assumption and opted not to carefully read our website does not make it a scam. We clearly state we are a private company and we offer services beyond what the government sites currently offer such as one click form filing, customized application packages that contain government standard requirements all done delivered to you in the comfort of your own home. All you have to do for this type of application is follow the simple instructions and mail the application out.  We pride ourselves in simplifying government interactions through the use of technology.
  
  It is important that public statements are accurate and grounded in factual information, rather than overlooked details or altered narratives. We would like to address your claims: 'None of the information on their website is very clear either, they make you think youre going through an official government website. I paid for several things, thinking these were official charges from the government, for expediting for example, before I was then asked to pay the government fee, at which point I realized I had been deceived.'
  
  Our homepage includes several disclaimers clearly stating that we are 'NOT THE GOVERNMENT, JUST A FRIENDLY PRIVATE COMPANY.' Additionally, our domain suffix '.com' clearly identifies us as a private entity. In contrast, official government websites display official seals and the statement 'An official website of the ************* Government,' and use the domain suffix '.gov,' indicating their government status.
  
  Furthermore, our payment page explicitly states that "GOVERNMENT FEES ARE NOT INCLUDED." The payment process requires applicants to manually enter payment information, agree to the terms and conditions by ticking a box, and then manually click the submit button. These steps require a conscious and informed decision by the applicant. Therefore, the assertion that you were deceived into paying is factually incorrect. All relevant information about our services, categorized by product or application type, is prominently displayed on our website at no cost.
  
  GOVPLUS is committed to providing legitimate and valuable services, striving to simplify the process of filing various government forms online. Our company is fully registered under state and local laws and is a certified IRS E-Filer. Our platform offers several additional features designed to enhance the customer experience, distinguishing us from basic government services. As our name suggests, GOVPLUS goes beyond standard offerings by providing unique features not available elsewhere. 
  
  
  On our terms and conditions, which all users are free to review on our website, and which customers are required to consent to during payment process state:
  
  5. Billing & Cancellation
  You may cancel an application or subscription at any time by contacting us. However, when you purchase a single transaction service or subscription through our platform and services are rendered, you are not eligible for a refund.
  
  6. Refunds
  GovPlus allows customers a period of seven days to evaluate its services. However, No refunds can be issued after seven days or if services were rendered. Services are considered rendered if any of the below applies:
  
  An application has been completed and submitted for review by our experts.
  
  Please understand that your application was reviewed, completed, prepared for shipment and has been delivered. (August ******* - 2:48 PM; **** Tracking number **********************) This means that our services were completely rendered.
  
  There is no need for an extensive explanation or making everything complicated on your part. If you seek a refund, just request it directly from us, and we will process it for you. You were issued a refund of our GOVPLUS fee of $67 on August 25th, despite the completed service and filed a complaint the same day. We even tried to reach out to you the following day , August 26th at 8:15 AM; you answered the phone and before we even informed you about the details of our call, you said Bye and hung up. 
  
  Since you already have the application package, kindly reach out to us at your convenience with the decision on how you want to proceed. We are willing to refund you the government fee. Just send the photo of the ripped / torn check to ********************************* Once we receive it, we will process the refund immediately. 
  
  For assistance, further feedback or questions, you may contact us privately:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ************************************************************** Specialist
  **********************

  Customer response

  09/03/2024

   
  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.
  

  The point of my complaint was more that their service took much longer than advertised, it took 2 days and a phone call for my application to be furthered to the next step. 
  The information about this company is also not clear, despite their claim in the response.

  Im satisfied with getting a response though, so Ill consider the matter closed.

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

*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. ↩