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:09/22/2025

  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 June 11 2025 came across the gov plus app that had misleading information about *** precheck - paid $97 for basically no services- was made to look like I was paying for the actual services ( application fees for *** precheck itself) When I realized the fraud I did not finish the application but Gov Plus charged my credit card. Requesting a refund of my money When I went for the *** precheck itself- I was told by the government official that this was a scam

  Customer Answer

  Date: 09/23/2025

  Resolved

• Initial Complaint

  Date:09/15/2025

  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.

  I searched for online passport renewal and the gov+ website came up. It lead me to believe I was applying online for a passport renewal. I payed $97 thinking I was paying the application renewal fee. Not until I received a box in the mail that has forms filled out for me to sign, attach a photo and then mail to the government did I realize that I had been scammed.

  Business Response

  Date: 09/27/2025

  Dear ***** *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify and address your assumptions.
  
  First, GOV+ does not and never has issued passports. Only the ******************* can do that. This fact is clearly stated on our homepage: Were not the government were a private company here to help, readily available to review for free in our About Us section, and disclosed again in the Terms & Conditions you accepted prior to purchase.
  
  GOV+ is a legitimate, private company that assists with filing multiple government applications, document preparation, and offers additional services such as identity and document protection. Currently, no government or private website offers the same range of services in one platform with 24/7 customer support.
  
  The $97 you authorized on September 3rd for your passport renewal was not the governments passport fee. In fact, directly below the payment amount it states: Government fees are not included, a clear indication that what you were paying for is NOT a government fee,  this disclosure, along with issuance of documents, appears again in the Terms & Conditions you agreed to before proceeding. After uploading your passport photo using our platform and software, you were given the option to either authorize GOV+ to issue the government-compliant check on your behalf for a fee or provide your own check. You chose the latter and finalized your application and we completed it on September 5.
  
  The fee you paid covered our services: our secure  platform, software and technology for application filing and preparation, pre-filled form, an instruction sheet, your passport photo, prepaid shipping materials, with free 24/7 customer support. The package you received was not evidence of a scam it was precisely the service you purchased.
  
  Respectfully, if the expectation was that a passport could be obtained online for $97 and delivered without printing, signing, or mailing federally required documents, that was neither a service we advertised nor something legally possible. Misunderstanding a publicly disclosed and explained process does not render the service fraudulent.
  
  Had this concern been raised directly with us, rather than through a public complaint, we would have been happy to clarify. We are committed to resolving issues and assisting customers when given the opportunity.
  
  We can confirm that our service has been completely rendered as the package was delivered to you on September 13th as referenced by the email we sent you and **** tracking status. That said, your desired settlement for refund was deemed ineligible.  However, since we are committed to  only retaining customers who prefer and value  guidance, technology, centralized document support and multiple services and protection, we processed a full refund of $97 on September 17th, as confirmed by your email correspondence with our specialist, *******. Refund receipt and status was also sent. We also processed the deletion of your account to prevent future misunderstandings. 
  
  We consider this matter closed. 

  Customer Answer

  Date: 09/28/2025

  GOV+ has refunded my money so while I still believe they are a scam you can close my complaint as resolved. 

  thanks 

• Initial Complaint

  Date:09/11/2025

  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 filled out a passport renewal application on ************************, paid $67 for the application fee & $57 for an expedited fee. I thought I had filled it out completely, so waited for my passport to arrive. I later learned that there was another $3 fee that I hadn't paid, so the passport renewal wasn't processed. When I called to request a refund, I was told that the refund period is only within 7 days of payment. This is ridiculous - - I didn't even check the progress of the renewal within 7 days because the website said that it would take several weeks to process. I requested the refund anyway, & they gave me a refund of $34.29 of the $124. I feel like I was tricked.

  Business Response

  Date: 09/24/2025

  Dear **** *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  You filed your application in March but did not complete the required steps for your submission to move forward for review. Please note that you applied for a passport renewal, and in addition to filling out the form with the required information, payment of the government fee is mandatory. The $67 payment you made on March 14, 2025 which clearly states below the amount Government fees are not included covered access to our platform, software, and application preparation services, not the passport itself. The passport fee must always be paid to the ************************ using a check, which we would have issued on your behalf had your application progressed.
  
  The $57 charge was an optional service upgrade to expedite the review of your application and preparation of your complete application materials. As explained on our website, this option allows customers to skip the line in what is otherwise a first-come, first-served queue. It can only be added by manually clicking I Authorize an intentional action requiring active user engagement.
  
  We also sent multiple email notifications prompting you to complete your application. These notifications are only triggered when required steps such as uploading documents, submitting missing information, or paying the government fee remain incomplete. If you received them, it was because our system correctly detected that your application was not yet finalized. We do not send courtesy reminders arbitrarily; they are designed to guide applicants in completing the process they themselves initiated.
  
  Please also understand that an application cannot move into review if the required steps above remain unfinished. Our team only receives applications once the applicant has completed their part. If you encountered difficulties or required assistance, our email and chat support have been available 24/7, 365 days a year, and our phone support operates 15 hours per day on weekdays (8 AM 11 PM EST) and 9 hours per day on weekends (11 AM 8 PM EST), even on holidays. Ultimately, the pace of your application depends on the timely and accurate completion of each step by the applicant. While we provide the tools, reminders, and support, delays caused by incomplete submissions, unfortunately, fall outside of our responsibility.
  
  Under our normal policy, refunds are not eligible once seven days have elapsed. Nevertheless, we made an exception in your case and issued partial refunds ($34 and $29) on September 12th during your phone conversation with Sable. And went above and beyond what was required and issued refunds the other half ($33 and $28)  confirmed by our specialist ******* during his attempted phone call and follow-up courtesy email which you thank him for on September 16th.
  
  Given these facts, we consider this matter closed.

  Customer Answer

  Date: 09/24/2025

   
  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:09/10/2025

  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.

  i ordered a new passport via GovPlus on July 5, 2025. After informing me that all requirements for a passport renewal were fulfilled,I was assured that my application would be processed in 3 days. It is now September 10 and I still do not have a renewed passport. I have tried emailing the company and calling them with no satisfaction. This is a scam.

  Business Response

  Date: 09/22/2025

  Dear *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  You filed your passport renewal application on July 5th, opted in and paid for us to issue the government fee of $130 on your behalf. Shortly after submission, your application went under review and it was determined that the photo you provided did not meet the ******************** strict passport photo standards. On July 7th, we notified you via email that your photo had been rejected due to uneven lighting, which created a shadow on one side of your face. Although you uploaded a different photo the same day, it was still rejected as the photo was not taken at eyelevel, your device was angled upward so you were looking down on the photo.
  
  Please note that these requirements are set by the Department of Statenot by GOV+. As an application preparation service, we are required to follow these standards. Allowing a non-compliant photo to move forward would only result in your application being rejected later in the process, which we work hard to prevent.
  
  Our ability to process applications depends entirely on customers submitting all required materials promptly and in compliance with government standards. Delays typically occur when instructions are not followed or when information provided does not meet the criteria.
  
  We understand this may feel frustrating. However, the alternative would have been to send your application forward with a non-compliant photovirtually guaranteeing renewal rejection by the passport agency. Taking corrective steps early is ultimately in your best interest.
  
  We sincerely appreciate your patience and the trust youve placed in us to support your application process. Your complete application kitincluding your instruction sheet, form, passport photo, check, and prepaid shipping envelopehas already been carefully prepared and is securely packaged, ready for pickup.
  
  Youll be able to track the shipping status anytime by logging into your account, and well also continue to monitor the delivery on our end so we can keep you updated along the way. Once your package has been delivered, one of our specialists will give you a call with a gentle reminder and to offer any further assistance you may need.
  
  Thank you again for giving us the opportunity to assist you. We truly value your confidence in us and are committed to making sure everything goes as smoothly as possible.

  Customer Answer

  Date: 09/23/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/08/2025

  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.

  This year I needed to update my passport. I thought I was on the official government page, but the cost was extremely high and I did not understand all the additional services. I realize I have given my information to an unknown company. Contacted them less than 30 minutes after to cancel everything. In there chat box I was told I could cancel from my account, but there was nothing there. Less than 12 hours from making an account I was emailing them to delete/cancel everything. I am still, to this day, under stress about my identity being stolen. I was then sent a message that everything but 50% of the shipping would be returned. They did not submit my application or provide me my passport. I filled out my own application after speaking with the state department to see if any application was sent. None was. I submitted, and paid for my application and passport with the *******************. Gov+ provide no service. They did not send in my application or send me my passport. So why are they keeping any part of my money when I told them to stop right off the bat. I ask for my money and my account to be cancel less than 30 minutes after this transaction. Why will they not return it to me.

  Business Response

  Date: 09/17/2025

  Dear **** **********, 
  
  We acknowledge your complaint via the BBB and appreciate the opportunity to clarify.
  
  To begin, GOV+ has never claimed to be a government agency. In fact, one of the very first lines of our homepage clearly states: Were not the government were a private company here to help. This information is not hidden in fine printit is already displayed. Any assumption otherwise stems from skipping over the details that were, in fact, made available.
  
  Our records reflect that you voluntarily created and activated your GOV+ account on August 12th and subsequently filed for renewal under Priority Passport processing. Please be reminded that  you independently entered your personal information, uploaded your passport photo, and paid the required government fee.
  
  It bears emphasizing that the GOV+ process is not one that occurs by accident, nor can it be completed without deliberate action on the part of the applicant. Specifically, the system requires each user to:
  
  Manually input their personal data,
  Enter and confirm their payment details,
  Affirmatively agree to the terms and conditions by checking the acknowledgment box, and
  Consciously finalize the transaction by clicking Submit.
  
  Each of these steps is intentional by design, precisely to ensure that applicants are making an informed choice. In short, nothing in this process is automatic, and no charges are imposed without the applicants express knowledge and authorization.
  
  Regarding your concern about identity theft: it is important to remember that you were applying for a passport renewal, which necessarily requires detailed personal information. This is not a casual transaction like ordering food or booking a ride it is a federal identification process. For your reassurance, GOV+ uses bank-level, 256-bit TLS encryption along with strict PCI DSS compliance standards to protect sensitive data. Your information is encrypted and safeguarded with the same level of security required of financial institutions. We do not ask for, nor do we retain, anything beyond what is necessary to complete an application. All data is handled securely and in compliance with strict privacy and data-protection standards. In other words, the stress about identity theft is misplaced.
  
  We encourage all customersbefore filing public complaintsto take the time to read the disclaimers and information presented on any website. Doing so not only prevents unnecessary confusion, but also saves everyone the time spent correcting misinterpretations after the fact.

  As for cancellation, we observed that several of your attempts to reach us via chat were abandoned mid-conversation. Each time a chat is left, the system automatically places the customer back at the end of the queue. Had the sessions been completed, we could have resolved your issues and requests more efficiently and prevented further delays. 
  
  Your application was canceled and a full refund processed on September 8th. Refund confirmation email with receipts was sent on September 9th; after which your account and information were deleted. There is no need to feel  stress to this day. However, if you still do, unfortunately, this is outside of our control. We sincerely wish you the best with your upcoming travels and trust that your new passport will serve you well. To avoid further misunderstandings, we respectfully request that you refrain from attempting to use or access our website and our services again. We consider this matter closed.

  Customer Answer

  Date: 10/01/2025

   
  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,
  
  **** Pat **********

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mistakenly used this website thinking it was an official govt website.Sent $80.00 but they requested additional information.Became suspicion and called a number. They said they received numerous calls involving this company and to not send addl info because it is a scam and the information will likely be sold.Just want my money returned. They declined my refund because it was outside the cancellation window

  Business Response

  Date: 09/12/2025

  Dear **** ******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  To begin, you already opened your public complaint with "Mistakenly used this website thinking it was an official government website. That alone should clear us from this misunderstanding.   GOV+ is not a government agency, nor have we ever claimed to be. In fact, our homepage already statesclearly and in plain sightWere not the government were a private company here to help. This was never buried in fine print or hidden in disclaimers; its one of the first things visitors see. Referring to our services as a scam because this information was overlooked does not change the fact that it was presented up front.
  
  Regarding your request, you voluntarily submitted an application on our platform on April 21st, manually entered your payment information, clicked Agree to the Terms and Conditions, and finalized by clicking Submit. These steps require conscious authorization. You sent an email requesting for a refund on April 30th.  Our cancellation and refund policywhich is free to be reviewed on the website prior to any commitment - through our Terms and Conditions which ALL customers have to agree to before purchaseprovides a clear timeframe for requesting refunds. Your request obviously fell outside of this window.
  
  Regarding your statement about  calling a number - its worth noting that external third parties or unrelated sources who may have offered their opinion about our company and services are not responsible for the services you purchased, nor do they have access to the facts of your specific transaction. While outside commentary may feel validating, it does not override the fact that you voluntarily accessed our website, created your account, manually entered your payment information, and personally  agreed to terms at the time of purchase.
  
  We empathize with your frustration, however, the facts remain: you voluntarily entered your information, knowingly authorized your payment. Despite your request being ineligible for a refund, we have already gone beyond our own policy and issued a full refund of $97. This was confirmed to you by our specialist, *** on September 9th during your phone conversation. A refund confirmation email was also sent. At GOV+, we aim to support and retain customers who recognize the value of our services. Your request has been fulfilled, we trust this clears up any misunderstanding. We consider this matter closed.
  

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2025, I filed to have my passport renewed and no news has been updated, no packet was mailed like they said it would be, I have spent just shy of $200 usd and have gotten nothing in return. I feel I have been scammed and I am just trying to get information on what exactly is happening.

  Business Response

  Date: 09/03/2025

  Dear ********* ******
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We feel it is important to clarify several key points. GOV+ does not advertise itself as ***, nor do we claim to be a government agency or affiliate. Our website prominently and repeatedly discloses that GOV+ is a private company providing application preparation services. For example, the homepage clearly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. These disclosures appear in multiple locations including the footer, FAQs, and Terms & Conditions.
  
  Our platform includes features such as identity and document protection, automatic renewal reminders, online notary, passport photos, guided filing assistance, digital preparation, real-time tracking, and 24/7 live support.. These premium features are optional, but valued by customers who choose our services.
  
  In this case, the $97 payment, done on August 9th 2025, was voluntarily submitted by manually entering billing information and clicking submit, an intentional action requiring active user engagement. ********************** systems do not auto-enroll customers, nor can charges be processed without explicit authorization. The payment was for access to our platform and services not for the *** enrollment fee, which is always paid separately and directly to ***. As for the additional services being offered, please know that these are entirely optionalall customers have the right to skip. No one is mandated or coerced to use them.
  
  Please note that multiple courtesy notifications were sent reminding you to complete the application. At this time, the application remains in awaiting appointment selection status because two fundamental steps were never finalized: selecting the preferred appointment date and time, and confirming the choice. Simply put, an appointment is not secured unless the applicant completes these basic steps on their end.
  
  As expected, appointment schedules are limited and get booked quickly. If a time slot is unavailable, please understand that we cannot control or influence the agencys release of schedules. What we can do, however, is assist with a customized booking if an applicant has a preferred date, time, or location not offered during the initial selection. That option is always availableyet in this case, no such request was made.
  
  We carefully reviewed our communication records and found no evidence that you or your son reached out to us prior to filing this complaint. We are, and always have been, available to clarify or assist directly. For the most efficient and constructive resolution in the future, we encourage reaching out to us first rather than resorting to external complaints, as direct communication ensures a transparent and mutually beneficial outcome for all parties.
  
  While the complaint reflects a misunderstanding of the value and scope of our service, we have nonetheless processed a full refund of $97 and $57 despite our 7 day refund policy.  A confirmation email with refund receipts has been sent as well. We attempted to reach out you to inform you of this but we reached your voicemail, so we left you with that instead. To prevent further confusion and to ensure you are confident in any future transactions, we kindly ask that you refrain from using our platform going forward. We consider this mater closed.

  Business Response

  Date: 09/03/2025

  Good evening, 
  
  We ae respectfully requesting the response to this complaint be retracted as it was meant for another complaint. Thank you

  Business Response

  Date: 09/10/2025

  Dear Mr. ********************** acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  You filed your passport renewal application on February 8th and paid the mandatory government fee. Shortly after submission, your application went under review and it was determined that the photo you provided did not meet the ******************** strict passport photo standards. On February 9th, we notified you via email that your photo had been rejected due to uneven lighting, which created a shadow on one side of your face.
  
  Please note that these requirements are set by the *************** of Statenot by GOV+. As an application preparation service, we are required to follow these standards. Allowing a non-compliant photo to move forward would only result in your application being rejected later in the process, which we work hard to prevent.
  
  Because the issue was not corrected, your application has remained incomplete and on hold. Our ability to process applications depends entirely on customers submitting all required materials promptly and in compliance with government standards. Delays typically occur when instructions are not followed or when information provided does not meet the criteria.
  
  We understand this may feel frustrating. However, the alternative would have been to send your application forward with a non-compliant photovirtually guaranteeing rejection by the passport agency. Taking corrective steps early is ultimately in your best interest.
  
  We remain more than willing to assist you in moving forward. Please look out for the follow-up email from our specialist, ***, with detailed next steps.
  
  Thank you again for your patience and understanding. We value the trust youve placed in us and remain committed to helping ensure your application is completed successfully.
  
  

• Initial Complaint

  Date:08/31/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: August 30, 2025 Amount charged: $97 Gov+ is a scam. The amount charged was only to fill out the form, not the amount the government would charge for *** pre-check! When I requested to cancel the application and receive a refund, GOV+ refused! This is outrageous!!

  Customer Answer

  Date: 09/05/2025

  The business has sent me the refund. I would like to close the complaint. Thank you. 

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to renew my passport, with the promise that it would be received within 2 weeks for a charge of $497.00 and $212.05 (7/26/25) per their advertisement. Passport was scheduled to arrive on 8/19/25. It did not arrive in time for my 12-day vacation and as a result I have lost thousands of dollars in having to cancel my flight, lodging, etc. I had multiple calls with GovPlus prior to my flight and was reassured that it would arrive on 8/19/25 (via Fed Ex), as stated, passport was not received on time. I called the government renewal phone number on 8/21/25 and was told they had no record of my passport renewal being submitted and checked the government renewal website, no status. Therefore, GovPlus lied to me. Every time, 10+ calls, I talked to GovPlus they assured that I would receive a call back with an update. Not once have I received a call ******* has now been 3 weeks and 3 days, no passport. I called the government on 8/29/25 they confirmed the passport renewal was received on 8/26/25 and is now approved and will be sent via ****, not *** Ex as promised by GovPlus, I should expect it in 2-3 weeks. A six-week turnaround.I asked GovPlus for a full refund as they did not deliver as advertised, never received a call back DO NOT USE THIS COMPANY!

  Business Response

  Date: 09/10/2025

  Dear ***** *******,
  
  We know how important your passport application is and how stressful delays can be, especially when connected to travel plans. Unfortunately, the passport office handling your application, along with one of our expedited courier vendors, experienced unexpected delays that directly impacted your case. We deeply regret this situation and would have informed you sooner had we been made aware earlier.
  
  When you reached out on August 14th to ask if your passport would arrive before the 20th, we shared your concern and began persistent follow-ups with both the courier and the processing facility on your behalf. Once an application is submitted through a courier, it can sometimes be difficult to secure detailed updates, as communication occurs directly between the courier and the passport office. Applications may also be delayed or held for a variety of reasonssome of which are confidential and not disclosed to us. While these factors were outside of GOV+s direct control, we understand the frustration this caused and recognize that the timeline you expected was not met.
  
  We are truly sorry for the stress and inconvenience this situation caused. While GOV+ was not at fault for the governments processing delays, we take full accountability for the overall customer experience. Our goal is always to provide peace of mind and timely service, and in this case, we recognize that we fell short of that standard. Please know that your application was processed and managed in full accordance with our established procedures.
  
  As part of our resolution, we processed a full refund of our service fee of $497 on August 29th, along with a partial refund of $60 from the government fee check that had already been cashed.
  
  We sincerely regret that we were not able to deliver the service you entrusted us with and thank you for your patience and understanding throughout this process.

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my TSA KTN (known travel number) in April and the airline or *** have not been notified by gov+. I have notified gov+ and they have been giving me the runaround. Telling me to go to serveral websites with no solution.

  Business Response

  Date: 09/08/2025

  Dear ****** *****,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  Your TSA Renewal application, filed in April of this year, was submitted with only the most basic information. As reflected in our records, additional details were required in order to move the application forward. Multiple notifications were sent to your email instructing you to log back into your dashboard and complete the missing information. Applications do not complete themselves they require active participation from the applicant. Since no action was taken, the application could not progress.
  
  We would also like to clarify that you were never directed to different websites. You were specifically advised to log in to your account and complete your renewal. From August 20 through September 3, we attempted multiple phone calls, left voicemails, and sent follow-up emails, all with the same goal: to help you move your application forward. Delivering the service you purchased is precisely what we do, but it requires your cooperation.
  
  We remain committed to assisting you in completing your application. Please feel free to respond directly to the most recent email sent by our specialist, ***, so that we can help you finalize the process without further delay.

  Customer Answer

  Date: 09/09/2025

  I went to my account and it shows my application for *** is completed.  I am not interested in a passport.  The account seems to think I am.

  Business Response

  Date: 09/10/2025

  Dear ****** *****,
  
  We would like to clarify that you currently do not  have a passport application on file. What you may be referring to is an offer to begin one. Because our platform features one-click form filing, a passport application can be started automatically using information you had already entered for your TSA application. It does not mean it is already complete because there would still be federally required information and documents to provide for this application. We hope this clarifies your concern.

  Customer Answer

  Date: 09/11/2025

  All I wanted was to get a *** Known Travel Number renewal.  I didnt know it would be this difficult.  If  gov+ will return my $97 Ill be satisfied.  I also noticed that TSA doesnt list gov+ as a company to renew through.