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:09/11/2025

  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.

  Buyers beware. Do not use this company to renew your passport or anything else. I paid this company online over $250 to help process my passport renewal 2 months ago. There are 10 steps they make you go through and every step takes days to weeks for them to process even though it tells you 3 business days. They also have additional hidden fees for every step not disclosed upfront to expedite the application process supposedly. There was a problem with my passport photo downloaded on their site and they never contacted me that it was a problem until I had to call them 3 weeks later even though their site said 3 business days. Also, they have to mail you the application and you have to sign it and mail it which delays things for weeks. You are better off going to the local government office than to use this company. This company is more disorganized than the government.

  Business Response

  Date: 09/24/2025

  Dear **** *******, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  Wed like to clarify that the pace of an application is determined largely by how quickly the applicant completes the required forms and uploads the necessary documents. The majority of our customers are able to complete all stepsincluding payment and file uploadsin under 10 minutes. These individuals understand what they are applying for, what service they purchased, and follow the processes as outlined.
  
  If delays arose due to difficulties with a personal device, internet connection, or simply following the clear step-by-step instructions provided, that is unfortunately outside of our control. While we are here to guide and support, it would be unfair to hold GOV+ accountable for challenges that stem from factors unrelated to our service.
  
  Regarding your claim that we never contacted you about the photo issue, our records show otherwise. You filed your application on July 17th and it immediately went under review. A photo rejection notice and activation request were sent to you separately on July 18th, with detailed instructions on how to correct and resubmit a qualified photo and how to activate your account. Its worth noting that until an account is securely activated or a valid photo is on file, an application cannot be finalized nor advanced. 
  
  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 or requirements provided does not meet the criteria. The alternative would have been to send your application forward with a non-compliant photo, send you your application kit virtually guaranteeing a rejection by the agency. Taking corrective steps is ultimately in your best interest.
  
  While we understand the frustration this caused, delays at this stage stemmed from an invalid photo submissionnot a lack of outreach or effort on our part.
  
  Finally, with respect to hidden fees, please note these OFFERS 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 decline. To call them hidden overlooks the fact that they are optional, and entirely at the applicants discretion.
  
  We also emphasize that all individuals are free to apply directly or independently through the appropriate government agencies without using our platform, incurring any service fees or being offered optional services.
  
  While we regret that your experience left you dissatisfied, we appreciate your feedback. Your application package was safely delivered to your designated mailing address on September 19th, which constitutes a fully rendered serviceregardless of how you may choose to view it. (************************************************* Section 10)
  
  Additionally, our specialist, ***, attempted to reach you directly to provide further assistance. When he was unable to connect, he left a voicemail and followed up with an email. We highly advise that you review the enclosed instruction sheet and mail your application packet. If you have any questions or in need of further assistance, please know that support is still available. We consider this matter closed.
  
  

• Initial Complaint

  Date:09/11/2025

  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 went on the Gov+ website created an account filled out a passport application, paid $184 completed the application sent it and now there is no application nothing I have tried to speak with someone but its AI generated and they stop all conversations once they feel the matter is taken care of. I Emailed them tried to call but the number is not in service ***********is the number posted. I want my money back since they have not produced the product I paid for.

  Business Response

  Date: 09/23/2025

  Dear ****** *********, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  At GOV+, we review and support thousands of applications and inquiries daily. To ensure fairness, expedited and premium services are prioritized, as these options include additional fees specifically for additional requirements, specialized handling,  faster processing, assistance and shipping methods. 
  
  Applications under a one-time fee are reviewed in the order received. However, if an application is incompletedue to missing or incomplete requirements, non-compliant photos, or unverified mailing informationit must be returned to the queue for resolution before proceeding. Once the required corrective action is taken by the applicant, the application will undergo another review.
  
  Your application for a new passport , filed on July 31st, was under the standard service you selected. It was reviewed and an email was sent informing you that your passport photo was rejected due to uneven lighting. Please note that these requirements are set by the *************************** 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 or requirements 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 a rejection by the acceptance agent during your in person appointment. Taking corrective steps early is ultimately in your best interest.
  
  Regarding your claims that our phone support line was not in service, please be assured that all our support channels are actively monitored, and internal audits are conducted regularly. Our system logs show no downtime or connectivity issuesindeed, we handle thousands of calls and chats every hour. While our phone support is not available 24/7, our lines are open 8:00 AM to 11:00 PM EST on weekdays (15 hours) and 11:00 AM to 8:00 PM on weekends (9 hours) without breaks.
  
  As for your concern about responses being ** generated, please note that our ** assistant is intended for quick, general inquiries, basic instructions, and simple requests. There is always an option to connect directly with a live representative via phone or chatyou just need to select it. If a session is abandoned before completion, you will not be presented with that option, and relaunching or calling again automatically places you at the end of the queue. Our system operates strictly on a first-come, first-served basis, which understandably creates delays for those who exit prematurely. For customers who prefer to bypass the ** entirely, our email support is staffed 24/7 by live agents ready to assist at any time. You may also reference your payment receipt when seeking support.
  
  Given the nature of your complaint and the apparent misunderstanding regarding our services and processes, your application has been canceled and full refunds were issued on September 11thwell beyond our standard 7-day refund policy. We retain clients who understand and appreciate the scope of our services. We consider  this matter  closed.
  

• 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:09/10/2025

  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.

  Save your time , money and frustration.went to GovPlus to renew my passport, thought I was getting it in the mailNO.they only fill out the form for youand send it back printed.Unfortunately , after waiting they sent the wrong form DS-11 for a new passport, I only needed a renewalwell, they wanted me to pay again, even though all my evidence and copies WERE THEREthe customer service is a robot..If you are frustrated enough and demand a refund..they say the refund period is upand I only received my packet a day ******** your timejust do it thru the post office the FIRST time..I thought this was going to be a timesaverbut it was just a waste of time and a MIGRAINE for me!!!

  Business Response

  Date: 09/22/2025

  Dear ***** ********,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond.
  
  First, to be absolutely clear: GOV+ does not issue government documents nor have we ever claimed to. Only the ************************ issues passports. This is stated plainly on our homepage, "Were not the government were a private company here to help." Our Terms and Conditions so as our FAQs are quite literally free to review before any purchase or commitment. 
  
  If you nevertheless assumed GOV+ was the federal government and that we would be personally printing and mailing your passport, that is a misunderstanding created by your assumption not a misrepresentation by us. Passports are federal documents and cannot be purchased online for $97, from GOV+ or anywhere else.
  
  What you did purchase was access to our platform, software and support services: guided application preparation, compliance checks and live customer assistance. In other words, you paid for professional help not to bypass federally required processes and fees.
  
  As for your concern about customer service being a robot, please note that our ** assistant is designed for quick, general inquiries, basic instructions, and simple requests. However, there is always an option to connect directly with a live representative by phone or chat you simply need to select that option.
  
  If a session is abandoned before completion, you will not be presented with the option to connect, and relaunching or calling again automatically places you at the end of the queue. Our system operates strictly on a first-come, first-served basis, which can understandably create delays for those who exit prematurely. For customers who prefer to bypass the ** entirely, our email support is staffed 24/7 by live agents who are always available to assist.
  
  Your application was completed on September 2nd and your kit, which included the form, passport photo and instruction sheet was delivered on September 9th.  Despite this, you later requested a refund after having fully used the service. Under normal policy, refunds are ineligible once a package has been delivered and more than 7 days have passed. While we appreciate that some customers may feel buyers remorse, it does not transform a properly delivered, compliant service into a waste of time. Nevertheless, because we only wish to retain customers who recognize and value the services provided, we extended a full $97 refund to you well outside of eligibility.
  
  Given these facts, we consider this matter fully closed.
  

• 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:09/05/2025

  Type:Delivery 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.

  Payed for services on June 18th andhave not received anything that I paid for. Passport and ect.

  Business Response

  Date: 09/17/2025

  Dear **** *****, 
  
  We acknowledge receipt of your complaint via the BBB and have carefully reviewed your concerns.
  
  When you filed for a passport renewal application on June 18th, we informed you via email that the photo you uploaded did not meet State Department standards. Specifically, it was taken too close, had poor lighting and image quality, and failed to capture your shoulders once processed. Passport photo rules are not arbitrarythey are federally mandated and cover everything from size and lighting to background, facial expression, and positioning. We do not create these rules; we simply ensure they are followed so your application doesnt get rejected downstream. Ignoring them might feel faster in the short term, but it virtually guarantees a rejection. 
  
  At GOV+, we handle thousands of applications, assistance requests and inquiries daily. To keep things fair, applications that are filed under the one time fee  are reviewed in the order received. If issues arisesuch as noncompliant photos, incomplete documents, or unverified informationwe notify the applicant and pause the application until the matter is corrected. Once corrected, the application is re-reviewed. This cycle prevents rejections at a government-level.
  
  While requesting you to retake a proper photo and reupload may have felt inconvenient, the alternative would have been to knowingly process an invalid photo, send you the kit, and virtually guarantee a rejection at the passport processing facility. That is not in your best interest.
  
  Please be advised that multiple notifications were sent requesting that you return to your dashboard to finish your applicationunfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status, pending a qualified passport photo upload. 
  
  As for your prepaid TSA PreCheck application, please note this was an optional offer that you personally agreed to at a discounted price when completing your passport application. Unfortunately, this application did not proceed either, as the eligibility questionnaire was never answered.
  
  When committing to a service, it is always advisable to review the requirements and understand how the services function before filing a public complaint. We were, and remain, available to clarify or assist had we been given the opportunity.
  
  Despite your ineligibility for a full refund under our 7-day money-back policy, we still processed a full refund on September 10thconfirmed in your correspondence with our specialist, ***. This was done in good faith, even though the circumstances did not obligate us to do so.
  
  We aim to retain clients who both understand and appreciate the nature of our services. Given the nature of your actions, and to avoid further misunderstandings, we respectfully request that you refrain from attempting to use or access our services again.
  
  We consider this matter closed.
  
  

• Initial Complaint

  Date:09/04/2025

  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 thought I would get a renewed passport from GovPlus. After one month trying to get this done, I received a packet in the mail. Instead of a new passport, I received a completed passport form that was done on the wrong form. The photos they used could not be used. I had to complete a new process at the post office as I could not use anything GovPlus provided. Also, their refund policy states you have seven days after completing the application. It took them. one month to complete the packet and send to me so I had no way to know their service provided no value to me until I received the bogus packet.

  Business Response

  Date: 09/16/2025

  Dear ***** *******,
  
  We acknowledge receipt of your complaint via the BBB and have carefully reviewed your concerns.
  
  When you applied for your passport on August 9th, you were prompted to answer a series of eligibility questions to determine the correct forms. Even if someone intends to file a simple renewal, if their passport is lost, damaged, or physically altered (e.g., punched holes), the system automatically generates the appropriate lost or damaged application. The outcome is entirely based on the answers you providednot assumptions made by GOV+.
  
  On August 11th, we informed you via email that the photo you uploaded did not meet State Department standards. Specifically, it was taken too close, had poor lighting, and failed to capture your shoulders once processed. Passport photo rules are not arbitrarythey are federally mandated and cover everything from size and lighting to background, facial expression, and positioning. We do not create these rules; we simply ensure they are followed so your application doesnt get rejected downstream. Ignoring them might feel faster in the short term, but it virtually guarantees rejection later.
  
  In addition to the photo issue, we also requested clarification regarding damage to your passport, but no response was received. At GOV+, we handle thousands of applications daily. To keep things fair, applications are reviewed in the order received under the standard service fee. If issues arisesuch as noncompliant photos, incomplete documents, or unverified informationwe promptly notify the applicant and pause the application until the matter is corrected. Once corrected, the application is re-reviewed. This cycle prevents rejections and saves applicants from even longer government-level delays.
  
  In your case, the primary delays were caused by repeated resubmissions of unqualified photoseach one resetting the review process. While this may have felt inconvenient, the alternative would have been to knowingly process an invalid photo, send you the kit, and virtually guarantee a rejection at your in person appointment. That is not in your best interest.
  
  We also 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 more efficiently and prevented further delays.
  
  When your application was completed and your kit was sent, you were provided with the correct application forms. The photo used was the one you personally suppliedprofessionally taken, as you confirmed during your August 20th phone call. Likewise, the passport in question was noted as damaged, and you proceeded using the government fee checks we issued on your behalf in the amount of $165. In short, the service you purchased was fully rendered as promised.
  
  Despite this, you later requested a refund after having utilized the services in full. Under normal policy, refunds are not eligible once a package has been delivered, documents have been used, and more than 7 days have elapsed. Nevertheless, because we only wish to retain customers who recognize and value the work we provide, we extended an exception and issued you a full $97 refund on September 5th.
  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.

  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.