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:05/30/2025

  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.

  On May 19th I was charged a fee of $97 by GOV+ for a passport application. The add was misleading saying passport for $97. Before you go through the process of requiring an application you are forced to pay. Then you find out that there is a government fee to add on. I went through with the process because I paid already. I sent in a photo for the passport under their guidelines. A week later I was told that my picture was no good and listed difficult extended guidelines I must meet before sending another picture. I immediately asked for a refund. They responded saying they can't refund a government fee. I did not pay a fee to the government I paid GOV+ fee. Also they said they can only refund half of the money due to back office labor fees. I asked again for a full refund and it has been three days and no response.

  Business Response

  Date: 06/03/2025

  Hello ***** ******, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to address and clarify your concerns.
  
  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.
  
  What we provide is a convenient, guided, and streamlined application experienceincluding simplified online preparation, 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.
  
  Yes, GOV+ is a paid service. Yes, we are a third-party company. And yes, our fees are completely optional. According to our records, you voluntarily created an account on May 18th and began filing a Passport Renewal application the same day. When presented with clearly outlined tiered service optionsStandard, Priority, and Expressyou initially exited the website. However, you returned the following day and completed the transaction, paying the one-time service fee of $97.
  
  To clarify: you had every opportunity to discontinue the process if you did not wish to proceed with our platform or be charged. Instead, you chose to move forward by completing the required questionnaire and uploading a passport photoalthough it unfortunately did not meet Department of State standards.
  
  You were also offered the option to expedite processing for an additional $57, which you declined, as well as the option to have us handle the government fee for your conveniencealso declined. All of this reflects deliberate interaction with the services we provide, not a passive or accidental charge.
  
  At GOV+, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review Please be aware that before any charges are processed, customers are required to:
  
  1. Manually enter their payment information.
  2. Click Agree to the Terms and Conditions.
  3. Click Submit.
  
  Directly below the total amount, there is a disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This statement is visible to ensure customers are informed before proceeding. You were offered to have your government fee check be issued by us for a fee and you were able to skip that offer. 
  
  As for the refund, you may refer to the Terms and Conditions all customers are supposed 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; (b) you activated one of our following Services in your dashboard: (i) automatic renewal; (ii) document insurance; (iii) identity protection; (iv) vault; or (v) family members. WE CANNOT REFUND UNDER ANY CIRCUMSTANCES THE FOLLOWING FEES: (1) GOVERNMENT STATE OR FEDERAL FEES; (2) RELATED TAXES AND FEES WHEN APPLICABLE; (3) NOTARY FEES; (4) SHIPPING FEES; OR (5) PRINTING AND PACKAGING FEES ONCE THEY HAVE BEEN PAID ON YOUR BEHALF. If we provide a refund (or credit), it will be issued to the original payment used at the time of purchase.
  
  Your application had already undergone review, which is why you received the email notification informing you that your passport photo was rejected. On May 26th, you contacted us demanding a refund, citing that the passport photo qualifications were too difficult to meet. Just to clarifythose photo requirements are not determined by us; they are set by the ************************. Our role is simply to ensure compliance so that your application doesn't get rejected further down the line.
  
  Our representative, ****** responded by offering a practical solution: to have your photo taken professionally instead of attempting to meet the specifications yourselfsince, as you mentioned, you found them too difficult. While your request did not meet the criteria for a full refund, we still offered a partial refund as a courtesy, despite the issue not being due to any fault on our part.
  
  Given the tone and nature of your complaint, it seems our services may not be a good fit for you, and thats okay. We also want to reiterate that customers always have the option to apply directly through the appropriate government websites at no additional cost. GOV+ exists to provide added convenience and support for those who value our assistance. Your application was cancelled and you were issued a full refund of $97 on May 30th despite going against our refund policy. A refund confirmation email has also been sent.
  
  We wish you all the best in completing your passport application through whichever method suits you best. We consider this matter closed.
  
  

  Business Response

  Date: 06/03/2025

  Good Evening. The attached files are for additional information guaranteeing the refund was processed in full. 

  Customer Answer

  Date: 06/05/2025

   
  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:05/29/2025

  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.

  So Im having issues unlinking my old phone number from my govplus account so I can have access to finish my application. I have made several calls to support but they are unable to fix this? And only offer me a OTP. This is a pain to call in and wait on hold for hours just to login.

  Business Response

  Date: 06/03/2025

  Dear ******* *******,
  
  Thank you for your feedbackwe understand that logging in without access to your old phone number has been frustrating, and were sorry to hear that receiving a secure one-time passcode (OTP) hasn't met your expectations.
  
  However, please note that account access protocols involving OTPs are standard practice, designed to protect your personal informationespecially when sensitive documents like government filings are involved. While we appreciate that holding on the line may feel inconvenient, security measures are rarely built around convenience alone.
  
  Our support team has, in fact, provided the available resolution within these safety guidelines. We hope you can appreciate that account safety is prioritized over speed, especially in an age where identity theft is more than just an inconvenience.
  
  Regarding your request, we would just like to let you know that your application was already completed on May 29th and is already awaiting shipment. If you wish to proceed, please follow the enclosed instructions carefully once you receive the package to avoid any issues that could lead to rejection. If you prefer to request a refund instead, please email us at ******************************** with photos of the issued checksone intact and one torn in halffor documentation and transparency. Once received, we will process your refund accordingly. We will wait for your decision. 
  
  

  Customer Answer

  Date: 06/03/2025

   
  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:05/23/2025

  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.

  On May 12, 2025 I tried to renew my passport using what I thought was a legit website. A few days went by and I contacted them wondering why my application was still under review. They gave my photo as the reason why there was a holdup. I had uploaded a picture that I went out and had taken at a place that does passport photos. I uploaded a new photo anyway. The next day, I found out they had charged me $345 in fees. We went back and forth through email for 11 days with no progress, just excuses. I asked for a full refund today (May 23, 2025). The money was refunded, but this company is now in procession of all my personal information, including Social Security number and even multiple photos. I believe this business is just a scam to get personal info and cash from innocent customers.

  Business Response

  Date: 05/28/2025

  Dear **** ****,
  

  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details of your interaction with GOV+.
  
  To begin, GOV+ is a legitimate private servicea fact clearly stated on our homepage, Terms of Service, and throughout our platform. We offer guided support for government form preparation, including passport renewals, and never claim to be the government. That information is neither hidden nor ambiguous.
  
  You initiated your passport renewal and the discounted TSA Precheck with us on May 12, 2025, and were charged $345 for a bundle of services including the mandatory government fee. The initial charge of $97 requires customers to manually type their payment information and manually tick the box agreeing to the Terms and Conditions and manually clicking the Submit button  prior to submission. The succeeding charges also require manually clicking I authorize. These are a series of steps that are, by design, to guarantee informed decisions.
  
  Regarding the 11 days of back-and-forth: please understand that, we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves. Applications submitted under a one-time fee are reviewed in the order they are receivedthis ensures fairness for all customers.
  If any issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe notify the customer and place the application back in the queue. Once the necessary corrections are provided, the application undergoes another review. This process is in place to prevent delays and rejections at the government levelsomething we believe most customers would appreciate. Your application was placed on hold because the original photo you submitted did not meet ******************* requirements. Its not uncommon for photo centers to make errors, and our review process exists to help prevent passport rejectionswhich we assumed would be in your interest. We notified you, provided you reasons for rejection and gave you the opportunity to upload a replacement photo, which you did.
  
  Your complaint accuses GOV+ of being a scam designed to steal personal information. Please rest assured that your data is handled in accordance with strict privacy and security protocols. Our Security and Privacy tab is accessible for free. (*************************************************). We do not sell, trade, or misuse your information. The information you provided yourself are data needed for the applications you filed. If you have concerns about online data privacy, we encourage practicing similar scrutiny across all websites.
  
  Your applications were cancelled and full refunds were issued on May 23th. Please allow 3-5 business days for the refunds to be posted back to the original payment method as bank processing times vary. A refund confirmation email was sent as well. A request for your account and all the information has been submitted, please wait for ***** hours for our tech experts to process it . We consider this matter closed and wish you the best in completing your passport application through whichever method you feel most comfortable with.

  
  

  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:05/23/2025

  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 ****************, I ordered my birth certificate through Gov+ thinking it was a government website . After submitted the application and paying the fee, I realized it was a third party website. The website itself is very misleading. I knew I over paid but gave this website the benefit of the doubt. It is now almost June and I still have not received my birth certificate. I called NY vital statistics and they have no record of me requesting a birth cerficate through Gov+ and I also provided them a tracking number I was provided from Gov+ . Tracking number ********************** I have called Gov+ numerous times and they keep telling me dont worry youll receive it. Im in desperate need of it to get a passport. I ended up ordering a new one through vital statistics and paid $60 , it shows my application is complete and I received notification that I will receive it in a few weeks. I am requesting a refund from Gov+ because they have done nothing for me but waste my time.

  Business Response

  Date: 05/28/2025

  Dear ****** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond and clarify the details of your experience with GOV+.
  
  Our records indicate that you submitted your application on February 19th, and it was completed and mailed by February 21st. The package was delivered to the ***********************************, Bureau of Vital Records Certification **************************************** on March 3rd, as confirmed by **** tracking number #**********************.
  
  As stated on the ************************************ website, mail-in applications typically require approximately12 weeks for processing from the date of receipt.
  
  11. Application Submission?
  
  Any application completed by you on the Service will be submitted by us either electronically or by mail or fax to the applicable governmental agency. EIN PLUS is not responsible for the actual issuing of documents from the applicable government agency. You agree that we are not liable if you do not receive your documents from the corresponding government agency. We are not responsible for government agency operations in any respects, including but not limited to losing the application form, government shutdowns, any act of force majeure or unforeseen circumstances out of our control.
  
  While we regret that your experience did not meet your expectations, please know that GOV+ fulfilled its service obligation in good faith and as agreed. That said, as a gesture of goodwill, and despite this matter being outside our control, we have processed a full refund of our one-time service fee of $67. 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 has been sent as well. 
  
  Please note that the $30 government fee paid was issued via check to the ********************, as part of your application. Since that payment was forwarded directly to the state, any refund of that amount would require investigation and confirmation from the issuing agency that it has not been used. we will reach out to you via phone call or email once we get an update. 
  
  We appreciate your understanding and hope this response provides clarity on the matter. 
  
  

  Customer Answer

  Date: 05/28/2025

  I received an email for a refund of ***** but I would also like to receive a refund for the service fee 30$.   I did more work than they had to do by contacting them numerous times inquiring about my birth certificate and having to call NY state vital stats asking if they received it. Gov+ states that they fix any errors with your application but honestly , I just needed confirmation of the birth certificate and they couldnt do that for me. Thank you BBB for your help.

  Customer Answer

  Date: 05/29/2025

  I will settle with the refund of $67.   Thank you BBB for your assistance with this matter! 

  Business Response

  Date: 06/02/2025

  Thank you for your patience while we completed our investigation.
  
  We have confirmed that the $30 check issued for your birth certificate request was not utilized by the issuing agency. As a result, we have processed a refund today, June 2nd.
  
  Please allow 35 business days for the amount to reflect on your original payment method, as processing times may vary depending on your financial institution. A confirmation email has also been sent to your inbox for your records.
  
  We now consider this matter resolved. Should you have any further questions, feel free to reach out.

  24/7 Chat:*******************************************
  24/7 Email: ********************************************************
  
  Or give us a call at **************. Our phone support  is here Monday to Friday, 8 AM to 11 PM EST, and on weekends from 11 AM to 8 PM EST.

   

  Business Response

  Date: 06/02/2025

  Dear ****** *******, 
  
  You were issued full a refund. $67 on May 28. And the government fee of $30, today, June 2nd.

  Customer Answer

  Date: 06/02/2025

   
  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,
  
  *** *******

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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.

  Falsely indicated this was a viable application for a passport. I am within the 7 days for buyers remorse. Also, this website was not clear about their fees, added separate charges that were not indicated in the original one. At this point, I cant even determine what they are selling. What a misleading website!

  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 and provide clarification. 
  
  GovPlus, through our subsidiary *********************, is authorized by the ******************* and operates under strict security and integrity standards. Please understand that despite your application being with the 7day eligibility period, it was already undergoing the review process. We cannot approve or process an application that does not meet these requirements, whether due to non-compliant photos, incomplete information, or insufficient documentation, as this would likely lead to rejection by a passport processing agent. Our goal is to help applicants ensure a smooth process. 
  As stated in 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."
  
  Regarding the fees, the $67 chargeyou were never misled. Before the payment was processed, you were required to:
  
  1. Manually enter your payment information.
  2. Click Agree to the Terms and Conditions.
  3. Actively click Submit.
  
  Directly below the total amount, there is a clearly visible disclaimer stating: GOVERNMENT FEES ARE NOT INCLUDED. This is intentionally highlighted to ensure full transparency before proceeding. Customers are notified to settle the mandatory government fee, so the application can undergo review, which you have.
  
  As for any additional charges, these are offers or additional services and 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 ***** If a charge was processed, it is because the user actively authorized it by proceeding through each confirmation step and clicking Submit. or I authorize 
  
  We understand that our services may not be the right fit for everyone. We are focused on serving customers who value professional assistance and are willing to engage in the process. That said, your refunds have been processed in full. Please allow 35 business days for the refund to appear on your original payment method, as processing times may vary depending on your financial institution. Refund confirmation emails have also been sent for your records.
  Your request to have your account and associated information deleted has been submitted to our tech team. At this point, no further action is required, and we consider this matter closed.
  
  Please see attached files for your review. 
  
  

  Customer Answer

  Date: 06/07/2025

   
  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:05/22/2025

  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 03/05/2025 i used the Gov+ website to apply for an expedited passport renewal. They charged me $497 for their services and $211 for the department of state to expedite the renewal. Their website dashboard clearly states that if there were any issues they would take care of them. so far according to the dashboard on their site my application has been processing for almost 3 months now. ive contacted them several times and they have agreed that i properly completed the tasks on my end and that they would "check with their courier" and get back to me with what the hold up is. i am still waiting to hear back 2 weeks later. It appears to me that i am going to have to report my passport lost and reapply. the only service they have rendered to me is losing my passport.

  Business Response

  Date: 05/27/2025

  Dear *****, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  We regret that your experience did not meet expectations. However, we would like to clarify that the delay in processing your application was not due to a lost passport, but rather because your DS-82 form was submitted without a signaturean essential requirement for submission.
  
  On May 23rd, we sent you an email with a new DS-82 form attached, along with clear instructions on how to proceed. We also attempted to reach you by phone on May 25th and left a voicemail in case the timing of the call was inconvenient. As of this response, we have not received a reply to either outreach.
  
  While the delay resulted from an incomplete form on your part, we still issued a $100 refund as a courtesy. 
  
  We hope this clarifies the matter. Should you have any further questions or require assistance, our team is always available to support you. Please use the email thread and look for our representative ******* or *****.  
  
  
  

  Customer Answer

  Date: 05/29/2025

   
  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:05/22/2025

  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.

  Claim from them was that for 97 dollars I could get a passport. Too good to be true. Turns out it was very deceptive. They make you pay the 97 dollars, and then tell you it's to utilize their "software" to fill out a simple passport application. Then charge you the full government fee of ****** for the passport and then give you the run around and never provide anything. I have also disputed charges with my *********** Super deceptive business practices on the verge of flat out fraud.

  Customer Answer

  Date: 05/22/2025

  I was finally able to get in touch with them and did get a refund. They have some seriously shady business practices, and I would discourage anyone from using their website for anything at all. 

  Business Response

  Date: 05/27/2025

  Dear ********* ******, 
  
  Thank you for your feedback submitted through the Better Business Bureau. We appreciate the opportunity to clarify a few important points regarding your experience.
  
  On May 12th, you submitted a new passport application through our platform and paid the one-time service fee of $97. Please note that this process involved confirmation on your end, including entering your payment information, agreeing to our Terms and Conditions, and clicking Submit.
  
  Just below the service fee options displayed, it states: GOVERNMENT FEES ARE NOT INCLUDED. This notice is intentionally placed so that customers are fully informed before continuing. Government fees, as the name suggests, are paid directly to the government.
  
  As for processing times, we want to emphasize that you selected standard processing, which is fulfilled in the order applications are received. We do offer expedited and premium services for customers needing faster handlingthese include additional support and prioritized processing, which many find worthwhile given the volume of applications we assist with daily.
  
  We value our customers and intend to serve those who understand and appreciate the value of our services. Given the nature of your complaint, your application was cancelled and you were issued a full refund on May 22nd despite 7 day refund eligibility.  Refund confirmation emails were sent as well. We consider this matter closed
  
  

• 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: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,
  
  ***** *******