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:05/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/19/2025

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

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/13/2025

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

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

   

  Thanks.

  Business Response

  Date: 05/14/2025

  Dear ******* ********, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to provide clarifications.
  GOV+ is a paid service. We are a legitimate third-party company. What we provide is a convenient, guided, and streamlined application experienceincluding simplified online preparation, application package, filing assistance, and additional support. GOV+ does not charge for government forms themselves; we charge for the use of our platform and the services we offer.
  
  For transparency, all applicants are free to handle their government applications independentlymany government forms are available for free and can be completed directly through official agencies without the assistance of GOV+ or any third-party service. Our fees and services are completely optional.
  
  Regarding the refund amounts, please note that they are calculated based on multiple factors, including the type of service selected, how far the application progressed in our system, and when the refund was requested. Because each order is unique, refund totals may varyeven if the services appear similardepending on the specific fulfillment stage and associated costs incurred.
  
  We understand that this may cause some confusion, and we regret that it raised concerns about our legitimacy.
  
  Given the nature of your complaint, we acknowledge that you prefer to pursue your applications independently. We value our customers and intend to serve those who understand and appreciate the value of our services. The remaining amounts were refunded and a refund confirmation email was sent to you yesterday, May 13th at 5:34 PM EDT. Please allow three to five business days for the refunds to be posted to your original payment method, as processing times vary depending on your bank. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/08/2025

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

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/30/2025

  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.

  Got directed to Gov+ (thought it was affiliated with the government) when trying to renew my TSA precheck. Got suckered into trying to renew my passport. As of today, I don't know if I will actually receive the *** precheck renewal and I asked them to refund the prepayment for the passport application since I don't trust that this is a legitimate company. They overcharge for the services they provide, which is bad, but it is my fault for not being more careful. My real issue is that there is a lot of uncertainty in how they operate. I am not sure if I will actually receive my documents. I had a lot of issue contacting customer service. And they won't issue a refund on the service fee for the passport application that I decided to abandon even before it was filled out. They said because I typed information on their website, it constituted my using their service for the passport application. I want to clarify, although I am upset that I probably will not receive anything I paid for, I only asked for a refund on the abandoned passport application that was not submitted. I prepaid because I thought I was going to use them for that service, but decided against it. Be warned that you will pay the full price for the processing for all services but an addition $57, at least, for every application you start! In my opinion, find another company to do business with. I can't stress this enough, DO NOT GIVE GOV+ BUSINESS!

  Business Response

  Date: 05/05/2025

  Dear ****** *********,
  
  We acknowledge your complaint via the BBB. Please be assured that GOV+ does not overcharge for the services we provide. We are a paid third-party service providernot a government agencyand as such, each service comes with an associated fee, clearly disclosed before payment is submitted.
  
  Customers always have the option to apply directly through official government channels at no additional cost, should they prefer a more budget-conscious route. What GOV+ offers is a streamlined experience that consolidates multiple application processes into one convenient platformeliminating the need to navigate multiple websites or interpret complex government forms on your own. We understand our service may not be for everyone, but we are transparent about what we offer and what it costs. Please note that discount offers or additional services are entirely optional. They are not required to use our service, and at no point are customers obligated to accept them. In fact, each offer clearly includes an option to skip. If a charge was processed, it is because you actively authorized it by proceeding through each confirmation step and clicking
  
  We would also like to clarify that GOV+ provides support with the preparation and submission of government-related applications; however, we do not issue government documents ourselves.
  
  We have two support channels that operate 24/7, 365 days, and long business hours for phone support (8AM til 11PM Eastern on weekdays and 11AM to 8PM on weekends). We process thousands of applications each day across a wide range of services. While we strive to give every customer the attention they deserve, we must also maintain operational fairness and efficiency. Expedited and premium services, which include additional fees for faster processing, are prioritized accordingly.
  
  Passport applications submitted under the standard one-time GOV+ fee of $57 are reviewed in the order they are received. If the dashboard is not showing progress, it's typically due to an incomplete submission, missing required documents (such as a compliant passport photo, identity or citizenship documents), or pending customer action. Notifications are sent via email, and unfortunately, delays often occur when those steps are overlooked. Depending on submission volume and the number of corrections needed, the application will be on hold. This process is in place to ensure accuracy, compliance with federal guidelines, and to help customers avoid rejections at the *************************** level.
  
  As for your refund, you filed your applications on April 16th. You reached out to request for a refund on April 30th. Just to let you know:
  
  Section 10 of our Terms and Conditions:
  
  "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."
  
  Your request was already beyond 7days. 
  
  Given the nature of your complaint, it seems that the convenience and benefits of our services were either overlooked, misunderstoodor simply not appreciated. Nevertheless, despite the request being past the 7 day eligibility period, you were already issued a full refund for your passport application on May 1st. A refund confirmation email was also sent, and we can confirm it was successfully delivered. Allow 3-5 business days for the refund to be posted back to your original mode of payment as bank processing times vary. Your *** PreCheck renewal is already being reviewed by the agency. It takes 3-5 days for you to receive a notification, however it could take up to 60 days depending on the **** volume or your eligibility status. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/21/2025

   
  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. They did send the refund that I had asked for. Although, I still do not recommend this business, I am satisfied with the resolution we were able to come to. I had also used their site for another service that hasn't been completed yet. I will wait for a few more weeks to see if they actually will deliver on their stated service promises. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/30/2025

  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 started this process thinking it would be easier than the normal route. On April 1ST, I paid the fee, sent two photos, which were rejected. Then I had a passport photo taken at ********* and sent that via email. I got an email saying I can use that photo.Since I inquired about a passport card, which I found out they dont provide, I have sent numerous emails wanting a refund because a passport without the card does me no good. I have asked for a refund repeatedly and gotten no response, none.I have repeatedly tried to call customer support, but the wait time is so long that it is totally unreasonable. Never have I dealt with customer service this awful. No response!I cant believe this is a legitimate company, especially after reading the other complaints. My renewal is still at 50%, and I have been told there is a three-day review, and then the documents will be sent. Nothing seems to happen, so frustrating!

  Business Response

  Date: 05/05/2025

  Dear ******** ******, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  To begin, wed like to address a key point: nowhere on our website do we advertise or offer passport cards as part of our services. We make every effort to present accurate, transparent information, and our available service options are clearly outlined throughout the application process.
  
  We also want to affirm that GOV+ is a legitimate, registered private company operating under all applicable state and local regulations. Through our subsidiary, *********************, we are authorized to assist customers with passport application preparation and submission. Our operations follow strict security and regulatory standards.
  
  Regarding your specific case:
  You submitted your application on February 14th, and the required government fee was paid on April 10th. Please note that applications cannot advance to the formal review stage until this mandatory fee is settled. Once your application entered the review queue, it was flagged for an issue with your passport photo not meeting the required criteria. This was communicated to you via email on April 12th. A replacement photo was not uploaded until April 16th, and unfortunately, that submission was also non-compliant.
  
  The passport photo standards are set by the ************************. As a service provider, we are obligated to ensure full compliance with these federal requirements to avoid unnecessary rejections or delays. We are unable to proceed with applications that contain unqualified photos or incomplete documentation. A compliant photo was eventually submitted on April 22nd, which coincides with the time you inquired about the passport card.
  
  Regarding your call experience, we understand your frustration and appreciate your patience. GOV+ processes thousands of applications daily across a broad range of services. We strive to provide each case with the attention it deserves. While we prioritize expedited and premium services due to their associated fees for faster handling, we also maintain 24/7 live chat and email support, which many customers find more responsive. As you experienced, our representatives ***** and ***** assisted you through emails during the course of your application.
  
  While your request did not qualify for a full refund under our Refund Policy (see Section 10 of our Terms and Conditions), we still processed a full refund of $197 as a courtesy when your application was canceled on May 1st. Confirmation emails were , and we ask that you allow 35 business days for your bank to post the funds, as processing times vary by institution.
  
  At GOV+, we aim to serve customers who value convenience, accuracy, and guided support. We consider this matter closed.
  
  

  Customer Answer

  Date: 05/06/2025

   
  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:04/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/17/2025 i paod for a replacement sosial security card and paid.for the expedited service..i have not recieved the ss card as of yet. I want what i **** to recieve or ******** returned to my account

  Business Response

  Date: 04/30/2025

  Dear *****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and sincerely appreciate the opportunity to address your concerns by phone. Thank you for taking the time to speak with our representative, Griffinit was a pleasure assisting you.
  
  Were happy to confirm that your application was completed on April 28th and is currently being prepared for shipment. Please allow 810 business days for both processing and delivery. We have processed a full refund for the GOV+ Expedited Processing fee as a gesture of goodwill. Please allow 3-5 business days for your refunds to be posted back to your original payment method as bank processing times vary. A refund confirmation email has been sent as well. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reply directly to the ongoing email thread with *******. Were here to help.

  Customer Answer

  Date: 05/03/2025

  I did speak with a rep **** gov+ . After getting all the details, i am satisfied they attempted to correct the issues. They refunded the expedition fee and finally sent me the forms. Had i have known i was being charged to recieve free forms i could have picked up at the office i would not have used them. As far as the original complaint they have made the attempt to make ot right and thats the main thing.

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend and I been trying to get new passports through govplus. I made 2 payments of $67 (Sept. 13 & 16, 2024) and 2 payments of $165 (Dec. 23, 2024). Weve done the whole process online, gave our info, and uploaded our pics which passed. We both got emails that said our customized passport packages were on their way and another saying it was delivered. Nothing was sent or delivered. I tried to contact customer service and dealt with an automated service through texting saying they have my info and they will finish my application process but nothing. Ive come to realize Ive been scammed and want my money back.

  Business Response

  Date: 05/02/2025

  Dear ****** ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  As part of ongoing system upgrades in preparation for new products and services, a very limited number of applications were affected. Advance notifications were sent that packages are being sent out and delivered, and we regret any disruption this may have caused.
  
  Your application package remained on hold due to ongoing issues with the passport photos you uploaded. The ******************* sets strict photo requirementswe dont create these rules; we simply ensure compliance. Our role is to help applicants meet these standards. While advance notifications were sent, we regret any disruption this may have caused.
  
  Your and your boyfriends applications were canceled and were issued full refunds on April 29 and April 30. Refund confirmation emails were sent as well. Please allow 3-5 business days for the refunds to be posted back to the original mode of payment as bank processing times vary. We consider this matter closed. 
  
  

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  Ericah P***

• Initial Complaint

  Date:04/25/2025

  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.

  date 3/16/2025 Applied for expedited passport service. After a very long review finally they had the information for the application. after a very long wait about 10 days I finally receive my packet. then i send that in and about 2 weeks later its kicked back from the **** of state. so I make the correction send it back. 2 weeks later,kicked back again. they was the full DS82 form re filled out and sent in again. I think all that was due to GOV+ not doing the application correctly. now i have resent it to **** of State again pain the expedite fee and expedite mailing again . now I am still waiting . Cutting it very close for my upcoming trip even with paying the extra expedite fees. My wife applied for her passport renewal 2 day after I started with GOV+ and already received her new passport back about 10 days ago while I am still here waiting. I think that GOV+ is an all out scam. Needs to be shut down. I am not a complainer at all but this type of business needs to be shut down.

  Business Response

  Date: 04/30/2025

  Dear ****, 
  
  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to address your concerns.
  We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. We process and review thousands of applications daily across multiple services and support channels. We are committed to giving each application the attention it deserves. 
  
  Regarding your concerns about being scammed, we want to assure you that GOV+ is a private company, authorized by the ******************* through our subsidiary ********************* and an ***-certified e-filer. This means we meet strict security and integrity standards set by both the *** and the *******************. We operate fully within applicable regulations and fully registered under state and local laws. 
  
  We ensure that all customer-provided information and documents are reviewed for completeness and compliance prior to packaging and shipment. However, the final determination is made by the Department of State, and in some cases, they may return or reject applications due to issues that may not have been visible or apparent at the time of submissionsuch as mismatched signatures, expired documents, or inconsistencies in personal data.
  
  While we understand it may have seemed that the initial rejection was due to an error on our part, we are unable to assume responsibility for decisions made solely by the Department of State without access to their official correspondence outlining the reason for the rejection. Had you reached out to us and provided a copy of the rejection notice, we would have gladly reviewed it, assisted in making any necessary corrections, and taken appropriate responsibility if the issue stemmed from our preparation.
  
  As per the Department of State, your renewal has been approved and you should receive your passport on or around May 2nd (Application Locator Number:458936679). We have issued a refund of $57 for the GOV+ Expedited processing and your discounted TSA PreCheck ($77). Please allow 3-5 business days for your refunds to be posted back to your original payment method as bank processing times vary. Refund confirmation emails have been sent as well. 
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  On January 23 I made a payment of $165 to Gov+ so they could assist me in filling for a passport. Once I completed filling out the information it stated I need to wait approximately 3 business days to have an agent review my application. This was 4 months ago and I havent heard back from them. There is no phone number to call just messages on the website. The agents are of zero help and say I must continue waiting. They have offices listed at **************************************************, ************************************************************************************************************************************************************************************************************************************************************************************************************ as well as our to *****

  Customer Answer

  Date: 04/29/2025

  After making my initial complaint I received a email from ********************************

  Business Response

  Date: 04/30/2025

  Dear ******* *******
  
  We acknowledge you reaching out via the Better Business Bureau and appreciate the opportunity to address your concerns.
  
  Please note that your application could not be completed due to ongoing issues with the passport photos you submitted. The photo requirements are established by the ************************, and as a service provider, it is our responsibility to ensure strict compliance with these federal standards.
  
  We are unclear on how the location of our offices is relevant to the matter at hand, which concerns the inability to upload a compliant passport photo. Regardless of our office locations, the successful completion of your application is dependent on meeting the required specifications.
  
  Your application was canceled and fully refunded on April 24th. Confirmation of this refund was sent to your email on file. We consider this matter closed.
  
  
  

  Customer Answer

  Date: 04/30/2025

   
  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.
  
              Please stop the scamming,
  
  ******* *******

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Formal Complaint about Gov+ Services I am writing to express my frustration with the Gov+ system, which I find utterly unusable. The system charged my credit card without authorization, which is completely unacceptable. Furthermore, the technological capabilities are poor for example, when I uploaded my professional photo, the automatic editing process cropped off my ear, and when I contacted the organization, they told me they couldnt fix it! This is an absurd issue, as my passport would not be accepted with an image missing an ****** addition, their processing time is significantly longer than the standard passport renewal process, taking 12 weeks, while it typically takes only 4-6 weeks through regular channels. To make matters worse, it took over 1.5 hours for them to issue a refund. During that time, they kept telling me to "stay on the line" and, eventually, they told me that until I received a refund, they would not delete my personal information. This is completely unacceptable and feels like a violation of my privacy.This company has proven to be a nightmare to deal with, and I believe it should be shut down due to its numerous issues.

  Business Response

  Date: 04/29/2025

  Dear ***** ******,
  

  We acknowledge your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  

  Before any charges are processed on our platform, customers are required to:
  

  - Manually enter their payment information,

  - Click Agree to the Terms and Conditions, and

  - Click Submit to authorize payment.
  
  Additionally, directly below the total amount displayed, there is a prominently placed disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This disclosure is not buried in fine printit is purposefully positioned to ensure full transparency and customer awareness before proceeding. After paying the mandatory government fee would have been the start of the application review. But since you were already on the line, our representative was already reviewing it for you. 
  
  As for the other charges referenced, please note they are completely optional. Each includes a clearly marked Skip ******* If a charge was processed, it occurred because you actively authorized it by not opting out. We also emphasize that all applicants are free to apply directly through the appropriate government agencies without using our platform or incurring any service fees.
  

  Regarding your comment about the 46 week government processing timeframe, please understand that this estimate does not include the two-week mailing time to the passport processing facility and an additional two weeks for return deliveryexcluding any unforeseen delays.
  

  We must also clarify that our representative ****** made multiple attempts to assist you. Each attempt, unfortunately, was declined, as it became apparent that only one outcomeyour preferred onewas acceptable. While we aim to accommodate our customers, we operate within a structured system that cannot simply be overridden upon request. Alternative solutions were available and could have been providedhad there been any willingness to engage constructively.
  
  You are, of course, entitled to your own perspective. And we understand that our services may not be the right fit for everyone, and thats completely acceptable. By choosing GOV+, you selected a guided experience that includes compliance checks, application package preparation, and delivery of your renewal kit to your designated address. For those who prefer to self-navigate the process, the Department of State provides a direct, no-cost *******

  Your information has been removed from our system as requested. Our focus remains on supporting customers who value the guidance and structure we provide. At GOV+, we process and review thousands of applications daily across multiple services and support channels, and we are committed to giving each inquiry the attention it deserves.

  Were sorry our refund process could not meet your expectation of immediate, on-demand resolution. Nonetheless, we appreciate your feedback.