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:10/10/2023

  Type:Sales and Advertising 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.

  On October 9th, I went to the website thinking I was going to get the tsa pre-check. I entered all my info and banking info. I went to back out of the site it had already taken my money. I want a full refund. Your site is very misleading

  Business Response

  Date: 10/12/2023

  Hello ********, 
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary. You would have also benefited from a direct and efficient resolution, while maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences. 
  
  Your recent public statements, specifically the claim that '. I entered all my info and banking info. I went back out of the site. It had already taken my money.,' requires an in depth response. As you provided your payment information as if you wanted our services. However, if you had given us the opportunity through our stated communication channels on our website we would have refunded you immediately vs a surprise public complaint on the BBB website.
  
  We wish to highlight that your decision to utilize our services on October 9th, 2023, with the intent of obtaining a *** PreCheck, was entirely voluntary. Your application is already being processed. We have full confidence that you had the opportunity to thoroughly peruse the disclaimers associated with our services and their corresponding fees. It is important to clarify that mere exploration of our website does not result in any charges. Our commitment to transparency in all aspects of our operations, particularly regarding transactions and costs, is unwavering.
  
  We would like to emphasize that manual entry of your payment information is only requisite if you intend to initiate an application process. This process involves a deliberate input of payment details, consent to our terms and conditions, and an intentional click of the "submit" button. Consequently, the assertion that charges were incurred merely by exiting the website is not accurate and is entirely impossible.
  
  We would also like to specifically address your assumption that our website is misleading on the grounds that you did not fully understand or read our website as to what our products and services were for. If you had thoroughly read our website in its entirety, there would be no room for confusion or assumptions regarding our website, services, and affiliations. These informative disclaimers are prominently displayed throughout our website.
  
  For your own reference, official government websites typically have a '.gov' domain and employ various government seals and some Government websites  now even have banner notices official government website. Actually the *** website has the exact text. An official website of ***************** government on the upper left corner. To prevent any confusion or assumptions of government affiliation, we have implemented significant measures. Our website, www.govplus.com, explicitly states close to the top of the homepage: 'Not the government, just a helpful private company.' This position is consistently upheld, and our use of the '.com' domain reinforces our status as a private entity.
  
  If you had a concern about our website, our services and fees,  you could have simply reached out to us directly instead of making a public complaint. Avenues to contact us are readily available on the website. It is on the CONTACT US tab. In this situation, there's really no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity.
  
  We've taken note of your complaint, which indicates that you do not fully perceive the value or convenience of the services we provide. And since we place a high priority on customer satisfaction, we have processed a full refund of $97 to your charged account today, October 11th 2023. 
  
  You now have  received the refund confirmation details via email and we have confirmed receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be posted to your account. 
  
  Please know that we have taken all the necessary steps to address your concerns and processed the refund accordingly. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:10/02/2023

  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.

  I created an account on ********************** to get *** Pre-check. When I was filling out the information to specifically get *** Pre-check, they then said to proceed with payment. After filling out the payment information and paying the $97, I later made an appointment to go to Staples to show my passport. When I was at Staples, I was asked to pay $78 for the *** Pre-Check. I told the man how I already paid $97 for it but he said that the system said I didn't pay and I needed to pay. So, I paid the $78 and then called Gov Plus on my car ride home. The lady at Gov Plus told me that the $97 was for Gov Plus to "make sure I inputted all of my own personal information correctly before they inputted it into an appointment." I am disappointed because I would have never paid $97 to make sure my information is correct - I am obviously capable enough to do that on my own. I feel like Gov Plus was very misleading on their website and they made me feel as though I was paying ahead for my *** Pre-Check but I really just wasted $97. I feel like I was taken advantage of and I really hope others do not use Gov Plus either.

  Business Response

  Date: 10/09/2023

  Hello ********, 
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary. You would have also benefited from a direct and efficient resolution, while maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences. 
  
  Your recent public statements, specifically the claim that 'I was taken advantage of.' require a response. We take great care to ensure transparency in all matters, especially when it comes to costs. That's why we prominently display a disclaimer on our payment page, reading 'Government fees are not included.' This statement is presented in bold letters, positioned just below the payment amount, BEFORE any credit card information is submitted.
  
  For your own reference, official government websites typically label this on the upper corner of their url stating (official Government website) they also have a '.gov' domain and employ various government seals. To prevent any confusion or assumptions of government affiliation, we have implemented significant measures. Our website, www.govplus.com, explicitly states close to the top of the homepage: 'Not the government, just a helpful private company.' This position is consistently upheld, and our use of the '.com' domain reinforces our status as a private entity. In addition, also stated on the bottom of our website it states again we are a private company. Wherever you scroll on our home page it states we are a private company.
  
  It's crucial to clarify that your choice to utilize our services on September 17th, 2023, was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers and value added regarding our services and associated fees. On September 23rd, you reached out to us stating you wanted to have your *** PreCheck appointment changed from ********* to a different location. We have provided you with your desired *** Precheck appointment information via email on the same day which has the following details:
  
  Appointment Time: 09/29/2023 @ 2:00 PM (EDT)
  Location: Staples XXXX E XXXXXXXX St XXXXXX XXXX, ** XXXXX-XXXX
  UEID: UZZY-5G9537
  
  Following your appointment on September 29th, you contacted our phone support to inquire about the fees associated with our services, which our representative explained. To provide further clarity, the $97 fee encompasses more than just the review of the accuracy of your application information. It also covers the use of our software for filling out *** application forms and grants access to your customer dashboard. 
  
  In addition to these services, we provide several complementary features such as:

  -Prompt and immediate customer service assistance for *** pre-enrollment; Our customer service is significantly faster based on our own internal tests. 

  -Customized booking or rescheduling of *** appointments for new applicants, and a range of other benefits that *** vary depending on the specific product. We want you to fully understand the value and scope of the services you receive as part of this fee.

  -Auto-filling for all your forms, you just put your information with us for *** precheck, you can do your passport, birth certificate and many other forms in 1 click
  

  -Application review to make sure you file it right (a incorrectly filed application can deny you *** Precheck) 
  

  -As well as offering a simple application process that is easy to find.
  
  We'd like to address your comment about not wanting others to use our service. We invite you to explore the numerous independent, verified positive reviews available on the BBB's website. These happy customers read our website in its entirety and fully understood and valued our services. As of October 5th, 2023, we maintain a rating of **** out of 5 possible stars, based on ***** BBB Customer Reviews. The fact that *****+ customers have expressed their satisfaction underscores the value and convenience that our services provide to many individuals.
  
  It's also important to acknowledge that while applying for *** PreCheck independently or following the traditional route is certainly possible and feasible. That the process can seem straightforward when you have the correct forms to fill out, or when answers and tasks are efficiently handled.  It is indeed easy to say this after the fact. However, not everyone has the flexibility or convenience to pursue this option. There are individuals with unique circumstances who *** find it challenging to navigate this process independently. We aim to provide assistance and convenience to those who *** benefit from it, understanding that everyone's situation is different.
  
  We highly prioritize customer satisfaction and based on your complaint, you do not see the value at this time in what GOVPLUS has to offer. Please know that you are specifically focusing on the *** product; however, we have many other products and more added all the time. We respect your viewpoint and therefore, we have processed a full refund of $97 to your charged account on October ********. Despite the application being processed and completed, an appointment booked on your behalf  and basically full service has been provided on our end, please accept this refund as a gesture of goodwill. Please allow 1-3 business days for the refund to be posted, as bank processing times *** vary. An email containing the refund confirmation details has been sent to you. Please acknowledge upon receipt. We are confident that we have addressed all of your concerns and resolved the matter by processing your requests. We consider this matter closed. 
  
  Please know that GOV+ is constantly adding new products and if you feel at a later time you value convenience, simplicity, speed and all applications submitted on our platform stored and easily managed in one place with the convenience that the features our software provides we invite you to reconsider using our services in the future.
  
  We value your feedback and would be grateful to hear any further comments you *** have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  
  

• Initial Complaint

  Date:10/01/2023

  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 submitted all of my personal information and personal documents containing highly sensitive information to Gov+ for a new passport. After paying $222 in fees, I received a passport application with my information inputted, and copies of the documents I submitted with instructions to take all of these documents to a passport agent. I was cheated out of all of these fees, to be in the same situation I was before sending all of my personal sensitive information to Gov+. Gov+ falsely claims they will 'submit applications' however they do not. What's worse is they send checks already written out to the government, so that you have no option to get your money back. You have to either go wait on line and submit the checks to the passport agent, or rip up the checks and lose the money. I could have done all this myself without having to submit highly sensitive information to this website. I do not feel safe that this scam website has my personal information and lied that they will submit the application, and then ripped my off out of my money by forcing me to have no choice but to submit the checks they wrote.

  Business Response

  Date: 10/05/2023

  Hello ******,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary. You would have also benefited from a direct and efficient resolution, while maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences. 
  
  We are also grateful for the time and the opportunity to address this matter and provide clarification during our conversation over the phone today, October 4th. 2:06 PM EST.
  
  It's crucial to emphasize that your decision to utilize our services on September 15th 2023 was entirely voluntary, and we trust that you had the opportunity to thoroughly review our website regarding our services and associated disclaimers. We would like to specifically address your use of the term "scam." We kindly suggest exercising caution when employing such language as our services are clearly outlined. We want to emphasize that our services are entirely legitimate. GOV+ operates as a private company, distinct from any state or government agency. We strongly encourage you to take the time to fully comprehend the nature of the services we provide in general and per product as each product varies with the additional conveniences we can provide, we encourage you to reread our website before making any assumptions.
  
  GovPlus provides many features and conveniences some are as follows: We provide the convenience of saving you trips and having a passport photo delivered to your doorstep. For a nominal one-time software fee of $57, you have gained the ability to meet all the requirements for your passport application without the need for a printer, checks, a separate visit for a passport photo, or a trip to your bank for payment. This fee not only facilitated the submission of your data for future applications with a single click but also provided the convenience of completing these requirements within the familiar confines of your home or office. There is always an unknown when driving around to obtain passport photos or checks. In hindsight, the process can seem much smoother when managed seamlessly from your own space. You can find all these details clearly outlined on our website for your reference.
  
  With GOV+, we take the responsibility of handling your application documents, ensuring accuracy, and significantly reducing the likelihood of errors or rejections that could lead to delays. Our services are designed to greatly mitigate the risk of any missing components. Everything you need to move your application forward seamlessly is delivered right to your mailbox. Additionally, after completing our passport application, any future form submissions can be done with a single click.
  
  Completing forms with a single click is not only practically impossible but also goes beyond that. We offer a unique feature that consolidates multiple government forms into one accessible location, a service not directly offered by the government or our competitors. Our streamlined process eliminates the need to navigate various websites, create multiple login credentials, and individually access each form or application. With GOV+, customers can effortlessly file for various government products simultaneously, all within a few clicks. This consolidated approach allows our customers to efficiently manage multiple government applications in one convenient location.
  
  It's important to understand that each application is unique. While some of our services can be conveniently completed from the comfort of your familiar surroundings, the process for a New Passport application does require a visit to the passport office and we communicated this to you via chat on October 1st. This visit is necessary because you must personally submit your completed application, provide original and copies of supporting documents, supply a passport photo, and pay the required fees at a passport acceptance facility. Additionally, you will be asked to sign the application in the presence of a passport agent. However, our personalized forms are designed to streamline this process by eliminating unnecessary complications.
  
  Furthermore, it's important to note that the $165 charge you incurred covers the mandatory government fee for a new, lost/stolen, or damaged passport application. When you make an online payment, it is received by us, and we issue a manual check payable to the U.S. ********** of ****** which is included in your application packet. This approach simplifies the process for you, and  ensures the checks are written exactly as required by the passport agency eliminating the need to write a personal check when you visit the passport office. Majority of the population do not even use checkbooks anymore so this very option is a large convenience as well as a security measure to not have your personal checks used. An article written by the New ********** highlights the dwindling use of personal checks ************************************************************************* we urge you to ****** this for yourself to see many other publicly available articles on the topic just in case you were unaware.
  
  While pursuing a passport application independently or through traditional means is certainly an option, and we invite you to not use our software if it does not provide value to you.
  
  On October 4 2023, we completed your refund for $57 software fee, and we will cover the additional costs associated with your passport application processing. The refund confirmation email has already been sent to your email address on file. Please allow 1 - 3 business days for the refund to be posted back to your account as bank processing times vary.
   
  Please know that we will cover the costs associated with printing your application forms, passport photo, postage labels, tracking, and the issuance of the check. Additionally, we have refunded the $165 government fee and, as a result, the company checks we issued on your behalf are no longer valid. We kindly request that you safely dispose of these checks by tearing them up to ensure your security. This resolution and refunds are in accordance with your verbal request made during our phone conversation earlier today.
  
  We believe that we have addressed your concerns and processed the refund for all fees accordingly. We also feel that we have addressed each concern or item you mentioned one by one as well as listed out the benefits and features we offer. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/29/2023

  Type:Order 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.

  The website Gov+ is very misleading. I paid $97.00 basically for someone to make an appointment for me that I could have done myself. I also could have filled out the *** form without their help. Now I still need to pay an additional $78.00 to *** to finish the process. Exorbitant fees to Gov+ is not acceptable or should not be allowed in business. The advertising techniques should not be allowed or tolerated.

  Business Response

  Date: 10/04/2023

  Hello ******,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary. You would have also benefited from a direct and efficient resolution, while maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences. 
  
  It's crucial to emphasize that your decision to utilize our services on September 23rd 2023 was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers regarding our services and associated fees. We would like to specifically address your assumption that our website is misleading on the grounds that you did not fully understand what the fees were for. If you had thoroughly read our website in its entirety, there would be no room for confusion or assumptions regarding our website, services, and affiliations. These informative disclaimers are prominently displayed throughout our website.
  
  We have taken necessary steps to ensure that our customers are well-informed and fully aware of what the fees are for and what additional fees are needed in order to finish processing the *** application form to obtain the KTN.
  
  It is of paramount importance for our customers to acknowledge and accept these terms and conditions before any payment can be processed. This critical procedure guarantees that our customers have a comprehensive understanding of our policies, including the specific statement that "You *** request a refund at any time. However, we typically do not refund if an application has been completed or processed." In your case, the application was indeed completed and an appointment was scheduled by us with your local *** office.
  
  The service fee of $97 covers the use of our privately owned proprietary software and access to your customer-specific dashboard to submit any other form. We also offer features free of charge such as customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants, and much more. Our patented autofill technology enables the seamless completion of government forms with a single click, which is a customer favorite. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. Our company is called GOVPLUS because we offer services and features that go beyond what the government currently provides.
  
  While it's true that we have been contacted in the past by the government to assist with streamlining certain forms, we have made a deliberate choice to exclusively serve our private customers at this time. We want to emphasize that no government website currently provides a platform for multiple government applications in one place. Each government agency operates within distinct regulatory frameworks, contributing to confusion about where to locate specific forms and where to submit them for processing. It is precisely to address this confusion, among other challenges, that we offer simplicity and clarity in managing various government processes independently and privately.
  
  We encourage you to review the thousands of independent, verified positive reviews available on the BBB's website. As of October 2nd, we hold a rating of **** out of 5 possible stars, based on **** BBB Customer Reviews. With such high ratings and feedback from **** customers, it is evident that many individuals find value and convenience in our services.
  
  We acknowledge that applying for *** Precheck independently is indeed feasible, but it *** not be convenient for everyone, especially those with unique circumstances that make it challenging or that simply do not have the time.
  
  Regarding your statement about the paperwork and appointment setting being some things you could have done yourself, we acknowledge your perspective. However, please know that it is always easy to say after the fact one could have simply done a task themselves but it's unknown what *** have happened because you indeed used our services. Our primary focus is on ensuring customer satisfaction. In light of your dissatisfaction due to feeling you could have done it all yourself and your view that our services for the *** product does not provide value, we have processed a full refund to your account on September 29th, 2023 Despite the application being processed and completed and the service has been provided on our end, please accept this refund as a gesture of goodwill. Please allow 1-3 business days for the refund to reflect in your account, as processing times *** vary among banks. An email containing the refund confirmation details has been sent to you and you have promptly opened the correspondence within minutes of it being sent.
  
  Please keep in mind that the *** product is not the only product we offer and we invite you to review our full suite of products and value added other than just the *** product. We regrettably understand that you don't see value in our offerings as of yet, however that *** change in the future when you are in need of a different document or new product or feature that we are constantly adding. 
  
  We have taken all the necessary steps to address your concerns and processed the refund. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

  Customer Answer

  Date: 10/04/2023

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

• Initial Complaint

  Date:09/29/2023

  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 was looking to apply to TSA Precheck online, I was directed to the GovPlus website which allows you to apply online and get an appt , I completed everything believing that I was paying for my TSA Prechek ($78) and the remainder was a convenience fee. It wasn't until I went to my fingerprint appt that I found out what I thought I Was doing on a US government website was not that and they charged me for something I could do for free on the real government website. You can imagine my surprise when I arrived at the appt and had to pay an additional fee to complete my pre check- NEVER was I told they were not part of the precheck program. They prey on people who are trying to obtain documents without informing they are a middleman. I feel they fraudulently represent themselves

  Business Response

  Date: 10/02/2023

  Hello *****,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels again for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary. You would have also benefited from a direct and efficient resolution, while maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences. 
  
  Your recent public statements, specifically the claim that 'They prey on people who are trying to obtain documents without informing they are a middleman,' require a response. We take great care to ensure transparency in all matters, especially when it comes to costs. That's why we prominently display a disclaimer on our payment page, reading 'Government fees are not included.' This statement is presented in bold letters, positioned just below the payment amount, BEFORE any credit card information is submitted.
  
  For your own reference, official government websites typically have a '.gov' domain and employ various government seals. To prevent any confusion or assumptions of government affiliation, we have implemented significant measures. Our website, www.govplus.com, explicitly states close to the top of the homepage: 'Not the government, just a helpful private company.' This position is consistently upheld, and our use of the '.com' domain reinforces our status as a private entity.
  
  It's crucial to clarify that your choice to utilize our services on September 16th, 2023, was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers and value added regarding our services and associated fees. The assertion that 'I feel they fraudulently represent themselves' raises questions, particularly considering the decision to engage directly with us after our representative already informed you about our status as a private entity and after being provided with the *** Precheck appointment details on September 18th which has the following details.
  
  Appointment Date and Time: 09/20/2023 @ 10:20 AM EST
  Location: IdentoGO 15XX X XXXXX Hwy
  XXXXX XXXXXXXX XXXXXXXX Center
  XXXXXX XXXXX, SC XXXXX-XXXX
  UEID: UZZY-XXXX18
  

  The confusion stemming from not fully reviewing our website and disclaimers, which clearly state that we are NOT a government entity, becomes even more intricate when considering that the government does not offer a unified platform for applications across various separately regulated agencies, allowing for one-click form submission as we provide. Furthermore, the official government identity logo does not include the symbol '+' or the term 'Plus' in its corporate name as we do.
  
  The choice to name our company GOVPLUS was intended to signify the comprehensive range of services and features we offer, exceeding the limitations often associated with government-provided resources. The $97 fee encompasses more than just the utilization of our software for filling out *** application forms. It also includes access to our software and a customer dashboard for submitting various other forms we offer now and in the future. Additionally, we offer several free-of-charge features, such as prompt and immediate customer service assistance with pre-enrollment, customized booking or rescheduling of *** appointments for new applicants, and much more, the extent of which varies by product.
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. 
  
  We've taken note of your complaint and we place a high priority on customer satisfaction. We have processed a full refund of $97 to your charged account today, September 29th 2023. Despite the application being processed and completed and the service has been provided on our end, please accept this refund as a gesture of goodwill. A refund confirmation was sent via email, please acknowledge receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement. 
  
  We have taken all the necessary steps to address your concerns and processed the refund. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

  Customer Answer

  Date: 10/03/2023

   
  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:09/20/2023

  Type:Billing 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 this was a government agency that I was paying my TSA fee to. They overcharged me and my credit card won't pay me to their fee as they are not on their list. Gov + is misleading- ll they do is paperwork I could have done myself.

  Business Response

  Date: 09/21/2023

  Hello ***,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  You voluntarily submitted an application for a *** precheck Renewal on our website on May 26th, 2023. We want to clarify that the status of your application was pending because you have not submitted enough information to complete the processing of your application. It's important to understand that for your *** Renewal application , or any other applications for that matter, specific questions and requirements must be provided by the applicants themselves and without access to these essential details, it remains impossible for us to proceed with your application to its completion.
  
  We would also like to address your statement regarding our website being misleading. It is important to highlight that your decision to utilize our services was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers regarding our services and associated fees. These disclaimers educating you are prominently displayed throughout our website. We would like to specifically address your assumption that our website lacks indications or statements of our affiliation with the *** or any government agency. If you had  thoroughly read our website in its entirety , there would be no confusion or assumptions made about our website, services and affiliations. Although we have been contacted in the past by the Government to assist with streamlining certain forms, we have chosen to remain a provider to our private customers only at this time. Our website homepage, www.govplus.com, clearly and boldly states close to the top that we are "Not the government, just a helpful private company. This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  This same disclaimer in the terms & conditions must be acknowledged BEFORE payment can be processed. We do this to ensure our customers have read it. The domain suffix .com is also a giveaway that our website is not a government website. Please know that GOV+  processes a variety of forms, not just for *** PreCheck applications.
  
  We would like to emphasize that no government website currently offers multiple government applications in a single platform as each government agency is regulated by different areas thus adding to the confusion where to find said forms and or where to file / send  them for processing. It is due to this very confusion (and much more) that we are able to offer simplicity and clarity to many government processes on an independent and private level. We and many, many customers are confident in our design decisions and believe we offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company and NOT in any way affiliated with any state or government agency.
  
  We invite you to read hundreds of independent, verified positive reviews stated on the BBBs very website. We have a rating **** out of 5 possible stars; with 989 BBB Customer Reviews as of September *********, ****************************************************************** our services. We also acknowledge that while applying for a *** Precheck independently or going about it traditionally is certainly possible, really doable, not everyone has the flexibility or convenience to go about it that way. There are many individuals with unique circumstances, who may find it challenging to pursue this option.
  
  In addition, your statement about hey do is paperwork I could have done myself you are 100% correct once you are provided with the forms completed correctly or the answers or tasks completed it is easy to say this. However, we highly prioritize customer satisfaction and based on your complaint, you do not see the value in what GOVPLUS has to offer, therefore, we have processed a full refund to your charged account today, September 20th 2023. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you. Please acknowledge upon receipt. We are confident that we have addressed all of your concerns and resolved the matter by processing your requests. We consider this matter closed. 
  
  Please know that GOV+ is constantly adding new products and if you feel at a later time you value convenience, simplicity, speed and all applications submitted on our platform stored and easily managed in one place with the convenience that the features our software provides we invite you to reconsider using our services in the future.
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:09/16/2023

  Type:Order 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 forms with my information and paid two different amounts. $57.00 and $77.00 to receive my passport by mail quicker. They have yet to send me a confirmation or an idea of if I will get the document

  Business Response

  Date: 09/20/2023

  Hello ***************
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  You voluntarily submitted applications on our website on August 24th, 2023. We want to clarify that while we do offer expedited shipping from us to the customer, based on our records, you did not select this service.
  
  The two separate charges on your statement correspond to two distinct applications; both applications exclude mandatory government fees: Lost Passport for  $57 and *** PreCheck for $77. We have processed both of these applications. Regarding the *** PreCheck application, we sent you an email on the same day, August 24th at 8:22 PM, requesting you to select your preferred appointment date and time. Unfortunately, we did not receive any response or communication from you. We have noticed that you used a different email address to submit your application and another to lodge a complaint. Your notifications were being sent to: designerveteran@xxxxxxxxx. This was the address you provided to us.
  
  Similarly, your Lost Passport application had been in the processing phase. It's important to understand  that the photo you uploaded does not align with the government's established criteria; specifically, your photo displays a smiling expression with visible teeth, whereas the stipulated requirement is a neutral expression.
  
  Moreover, in your Lost Passport or any other passport applications, applicants are responsible for providing specific details and meeting defined requirements. Lacking access to these vital particulars, we are unable to advance your application towards completion. At this stage, we have not progressed to subsequent steps as we must first address these essential prerequisites.
  
  We've taken note of your complaint, submitted on September 16th,  which indicates that you do not fully perceive the value, saved time or overall convenience of the extensive  benefits  we provide including but not limited to the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. By enrolling into GOV+, customers can now file for multiple government products all at once in just a few clicks. Our customers also can manage all their government applications in one place with ease and efficiency. Aside from those we have real-time tracking and updates, online payments, expert application review, customized packets for selected applications, and 24/7 live customer support via chat, phone, and email and much more visit our website for a full list of benefits broken down by product.
  
  In addition you have opted for a refund as your desired settlement. Since we place a high priority on customer satisfaction, we have processed a full refund to your charged account on September 18th at 10:14 AM EST  for both $57 and $77, a total amount of $134. We have sent you the refund confirmation details via email that we have stated above, please check and confirm receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement. 
  
  We have taken all the necessary steps to address your concerns and processed the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 09/21/2023

   
  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:09/14/2023

  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.

  I Company characters on sis give me give me your birth certificate and passport and they charge you 120 something dollars and 70 right away and its been over a month and they saying well is they still havent delivered and I have a truck to go home on the third and have time I want to complain because they scam

  Business Response

  Date: 09/18/2023

  Hello Solena,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  We attempted to contact you today, September 18th, at 6:15 PM and 6:21 PM EST, via phone call to discuss your concerns verbally. Unfortunately, both times we were directed to your voicemail, and we left messages and sent you emails on both occasions.
  
  Regarding your application for a copy of your birth certificate, we received it on September 3rd, 2023, and promptly began processing it. On September 4th, we sent an email requesting confirmation of your parents' information. Regrettably, we did not receive a response from you to this inquiry.
  
  On September 10th, you contacted us by phone, expressing your desire to receive the certificate by October 4th. It's important to note that processing an unverified or incomplete application is not possible. Notably, for birth certificate copy requests in **********, notarization is a mandatory step. Once we successfully verify all the information on your application, we will provide you with a link for convenient online notarization from the comfort of your desired home location. This is one of our features our customers love. There is no need to go anywhere.
  
  Furthermore, your birth certificate application will be forwarded to The ********** ********** of ****** Health Vital Records (*******), with processing times that will vary based on current volume the ******************* is currently processing. Please understand that, while we are responsible for delivering the application to the state department, we have no control over the processing timeframe within a specific state's jurisdiction. Currently, the state's processing time is estimated to be ***** weeks. Therefore, your request to receive your birth certificate within two weeks is not attainable through the restriction from the ******************* not GOV+. It is also important to clarify that you filed this complaint just 11 days after submitting your application, so stating that you have been waiting for over a month is not accurate, even though we understand it may feel like a month, it was in fact only 11 days. Again this was discussed to you when we spoke to you on September 10th 
  
  During your conversation with our agent, *****, we understood your urgency and we communicated the time frame stated above that is also stated on our website. On this call you were offered a cancellation and refund, of which you declined. Unfortunately, since you initiated a dispute with your bank, and initiated a BBB complaint stating information that is not consistent with what you informed us verbally, we have no choice but to cancel your application. Your account has now been fully refunded. The refunded amounts total $111, comprising $57 and $54. We initiated this refund process on September 15th at 6:37 PM EST. While our refunds are processed in real-time, please allow 1-3 business days for the funds to be posted to your account, as bank processing times can vary.
  
  We regret GOV+ was not able to meet your needs, at this time we feel that we have taken all the necessary steps to address your concerns and processed all the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:09/10/2023

  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 348$ to gov+ an still have not heard anything back or my application has not been processed I paid 348$ on august 5th ********************************************************* process and I have reached out to customer support and was told all of the following things by different people:- There was an internal bug with their software - There was a validation error with my account - There was an error with my picture Despite whatever problem there was, was never contacted to fix the issue. TSA NEVER has any appointments available. It was only told to me when I reached out. So I need a Refund this website is a scam

  Business Response

  Date: 09/18/2023

  Hello Arlitria,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  Please refrain from making inaccurate public statements, specifically, the assertions that " nothing has happened with my application. It's worth noting that applications for New Passport and TSA PreCheck were submitted by you on our website on August 5th. Starting on August 6th we began to send email prompts to you, emails notifying you or needed information and corrections were sent to you specifically requesting you to select a schedule for your TSA Precheck enrollment. Please know that the dates and times available constantly change as they are a lot of applicants booking or rescheduling their appointments. In your case, you did not  open or select a time immediately and therefore initial options sent to you were no longer available. 
  
  On August 28th you initiated contact through our chat support, expressing your need for a TSA appointment scheduled for either September 5th or 6th. We immediately booked and provided you with the agreed date and provided you full appointment details via email. The appointment details are as follows:
  
  Appointment Time: 09/6/2023 @ 3:10 PM (EDT)
  Location: Staples XXXX XXXXXXXXXXX Blvd: Located inside Staples XXXX XXXXX, GA XXXXX-XXXX
  UEID: UZZY-5FXXXX
  
  As of recent checking, there was no status for enrollment on your TSA Precheck despite being provided with the requested appointment details. This means it is unclear if you showed up to the appointment that we booked for you, did you show up to this appointment? Or do you need a reschedule? You never notified us of any need to reschedule.
  
  About your New Passport application it was submitted incomplete and  it is crucial to recognize that processing an incomplete application is not possible, particularly for passports, as it presents inherent challenges. On the same day you initiated your TSA Precheck application, we promptly received and commenced the processing of your New Passport application. Please also know that the fees associated with your passport application also contain mandatory government fees for $130 and $35. These fees we conveniently accept from you via credit card and issue our company checks for your convenience.
  
  On August 8th, we initiated two email correspondence with you. The first email served as a request for you to upload a suitable passport photo, while the second email served a dual purpose: to inform you that the full-body photo you had initially provided did not align with the standard passport photo specifications. Upon resizing to the requisite 2x2 dimensions, the image exhibited blurriness. As a result, we issued a follow-up email on August 17th, explicitly requesting a replacement photo due to this recurring issue. Unfortunately, despite our diligent efforts, we did not receive any additional photo submissions to facilitate the progression of your passport application. Even after you have filed for the BBB complaint on September 10, we have requested for another photo to be uploaded on September 13th so that we can move forward with your  application. It's important to clarify that there were no errors on our part; rather, the photos you submitted simply did not meet the prescribed criteria for a valid passport photo as required by the government, these are not standards we just impose.
  
  Throughout the course of these application processes, our interactions with you have exceeded ten instances. During these interactions, we consistently supplied you with the necessary information and guidance required to advance your applications. Therefore, we feel it is not accurate for you to state that no communication was made when in fact ******************************************* order to unblock your applications and get them ready for processing.
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. We've taken note of your complaint, and despite providing you appointment details for your TSA Precheck application and attempts at assisting with passport application, we place a high priority on customer satisfaction. We have canceled all applications and processed a full refund of $348 to your charged account on September 14th. Refund confirmation receipts were sent via emails that were opened by you upon delivery. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement.
  
  We regret GOV+ was not able to meet your needs, at this time we feel that we have taken all the necessary steps to address your concerns and processed all the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:09/09/2023

  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 was renewing my pre check through a government site but realized afterward I paid for a service that they are unable to provide as my pre-check has not expired. Their website is deceiving as it is made to look like a government website.

  Business Response

  Date: 09/13/2023

  Hello *****

  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.

  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  

  We called you on September 9th at 2:01 PM EST to discuss this matter and left you a voicemail.

  Please refrain from making inaccurate public statements, specifically, the assertions that " paid for a service that they are unable to provide. It's worth noting that an application for *** PreCheck renewal was initiated on our website on September 6th but was left incomplete. It's important to understand that processing an incomplete application is not feasible.

  Within the *** PreCheck renewal application, or any application for that matter,  there exist specific questions that can only be answered by the applicants themselves. Without access to these answers, it remains impossible for us to advance your application to completion.

  We would also like to address your statement regarding our website. It is important to highlight that your decision to utilize our services was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers regarding our services and associated fees. These disclaimers educating you are prominently displayed throughout our website. We would like to specifically address your assumption that our website lacks indications or statements of our affiliation with the *** or any government agency. If you had  thoroughly read our website in its entirety, there would be no confusion or assumptions made about our website, services and affiliations. As our disclaimers clearly read that we are a private company and not affiliated with the government. Although we have been contacted in the past by the government to assist with streamlining certain forms, we have chosen to remain a private company that serves customers only at this time. Our website homepage, www.govplus.com, clearly and boldly states close to the top that we are "Not the government, just a helpful private company. This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:

  GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice." 
  

  We would like to emphasize that no government website currently offers multiple government applications in a single platform as each government agency is regulated by different areas thus adding to the confusion where to find said forms and or where to file / send  them for processing. It is due to this very confusion (and much more) that we are able to offer simplicity and clarity to many government processes on an independent and private level. We and many, many customers are confident in our design decisions and believe we offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company and NOT in any way affiliated with any state or government agency.

  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. We've taken note of your complaint, and since the application was not finished by you and therefore not processed on our end, it is in line with our money back guarantee. We place a high priority on customer satisfaction, we have processed a full refund of $97 to your charged account on September 12th. A refund confirmation was sent via email, please acknowledge receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement.

  We have taken all the necessary steps to address your concerns and processed the refunds. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  

  Best regards, 
  

  April
  Customer Service Specialist
  **********************