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:08/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on-line to research replacing my passport. This organization was the first result. It has the appearance of being government sponsored. I began the process. I provided them my name, address, email, phone, date of birth, place of birth, social security number, passport number. I uploaded a photo. They billed me $216.00 immediately. The system advised it would be 3 days for them to process the order. 3 days later it stated the same. And again 3 days later, and then again. It eventually advised the photo did not meet requirements. I submitted photo after photo. The system states it will correct/adjust it as needed, yet does not. The photo is too dark, too light, too high, too low, too close, too distant, etc. I did a chat with AI and then a person. Still it could not take my photo. This is now one month out. Now when I log in, it does not recognize my user name or password. It does not have my cell on file to send me a verification code. I would like my $216.00 refunded. Their policy is to refund only in the first 7 days, yet they drag out the process beyond that. I see there are multiple complaints of this nature against them. My user name with them was ******************* Thank you for your help.

  Business Response

  Date: 09/01/2025

  Dear ****** ******, 
  
  We appreciate the opportunity to respond to this complaint, though its important to set the record straight.
  
  First, we would like to clarify that GOV+ is a private company offering optional support services for government-related applications. We are fully transparent about the nature of our services, which is clearly communicated on our website, ****************************. Our homepage already states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is displayednot buried in fine printand is further detailed in our Terms and Conditions, which are available to all users prior to purchase. Additionally, Government fees are not included is stated both on our homepage and on the payment page. Suggesting that our site appears government sponsored overlooks the multiple disclaimers displayed throughout the process.
  
  The use of GOV+ is entirely voluntary. Many customers review this information, understand the differences, and still choose to use our platform because they value the convenience of filing multiple applications in one place, our autofill technology, reminders, identity and document protection, dedicated customer support, and more. ********************** provides a unified platform for a wide range of government-related applications. The government does not offer such consolidated services, which is precisely why the majority of our customers prefer our platform over filing independently.
  
  Second, regarding the photo issue: passport photo standards are not determined by GOV+, but by the ************************. These requirements are exacting covering everything from lighting, to quality, to distance, to angle, to framing, to attire and many more. They are not arbitrary, and they are enforced universally. If your application  underwent review and was flagged because your photo was too dark, too light, taken too high, too low, or otherwise noncompliant, it was because those factors would have led to a guaranteed rejection at the State Department level. Our review process exists precisely to prevent applicants from submitting photos that would be rejected when the application is already being processed at the facility
  
  As for the timeline, what dragged out the process was not GOV+ delaying, but rather the need to resubmit photos that failed federal compliance. It's important to understand that our ability to complete your application depends entirely on how promptly and accurately required materials are submitted. Each resubmission restarts the review clock. Delays typically arise when instructions are ignored or when incomplete or non-compliant information or requirement is provided. Had the photo met the qualifications the first time, the application would have proceeded without issue.
  
  Regarding account access: login difficulties are almost always the result of incorrect credentials being entered. The system does not forget usernames, passwords, or phone numbers. For security purposes, the information must match exactly what was originally provided by the customer. This safeguard is intentional it protects sensitive data such as your personal information from being accessed by anyone other than the verified account holder.
  
  As with any secure platform, users are expected to maintain responsibility for their own credentials. If those credentials are lost, mistyped, or inconsistently provided, the system will block access by design. This is not a flaw but a standard security measure.
  
  Finally, regarding multiple complaints, the number represents well under one percent of total transactionsa ratio that most companies handling sensitive, high-volume government-related applications would consider enviably low. Its worth noting that many of these complaints are repetitive in nature, and most are resolved with clarification and, often, refundseven in cases where no refund was technically due. In fact, we also have thousands of positive reviews and successful applications that far outweigh the handful of negative ones youve chosen to focus on. While we understand how a company having complaints may sound concerning at first glance, when viewed in proportion, its less an indictment of our legitimacy and more a reflection of the scale of our operationsand of the fact that not every customer reads all the information presented before purchasing.
  
  Nonetheless and despite the fact that your refund request falls well outside our 7-day policy we have already processed a full refund of $216. This was communicated to you by our representative, *** on August 28th via email. This was done as a courtesy and in good faith, not because of any failure on our part. We consider this matter closed.
  
  

  Customer Answer

  Date: 09/02/2025

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

• Initial Complaint

  Date:08/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business had me fill out questions related to my passport renewal. I currently have a passport even though it is in my maiden name and so I requested a renewal but instead the company set me up with a new passport application which I did not know until I had paid my money and received my forms and they told me to make an appointment at the post office. My forms were incorrect and I had paid money for services that I did not need. They were unable to help me with transferring my application to a passport renewal. Instead, I had to print out new forms and mail them in and pay for postage. They did not provide services that they promised and messed up my application. I wasted precious time with this company and money. I paid $97 for services which I was not provided. I had to print off the forms and mail them myself and print a shipping label. They also charged me an additional $19 government fee which was not accounted for.

  Business Response

  Date: 09/01/2025

  Dear ***** *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We regret that your experience did not meet your expectations; however, please note that your application activity is fully documented. On August 7th, you began a passport renewal using the email address ******************* At that time, the system notified you that this email was already associated with an existing account. The application was not finished, nothing was charged. Instead of logging in, activating your account  and continuing from there, you returned to the main page, created a new account and  and submitted an entirely new application for a first-time passport under ***************************************
  
  That new application was completed, paid for, and processed exactly as submitted and this is the package you received. Because renewal and new passport applications require different information, requirements and fees, there is no way to transfer one into the other after the fact. For comparison:
  
  GOV+ PASSPORT RENEWAL APPLICATION KIT:
  Prefilled Form
  Passport Photo
  Envelope with prepaid label
  *optional for $19* Guaranteed Government fee - Check for $130 (Standard processing) / Check for $190 (Expedited processing) - GOVERNMENT FEES ARE MANDATORY, We just issue checks in your behalf for a fee
  
  GOV+ NEW PASSPORT APPLICATION KIT
  Prefilled Form
  Passport Photo
  Copy of your Proof of Identification
  Copy of your Proof of Citizenship
  *optional for $19* Guaranteed Government fees - Check for $35 (Execution / Acceptance fee) Check for $130 (Standard processing) / Check for $190 (Expedited processing) - GOVERNMENT FEES ARE MANDATORY, We just issue checks in your behalf for a fee
  
  In short, what you paid for and what you received was not an error on our part, but the direct result of the application path you chose and completed. You were, in fact, offered the option of a prefilled renewal form to print and submit however, you elected to proceed differently.
  
  Nonetheless, despite the inaccuracies in your claims and the fact that your refund request fell outside our refund policy due to our services being rendered in full, we have, in good faith, processed full refunds and canceled your application. Should you wish to re-apply, you may do so at your convenience by selecting the correct type of application. Our team remains available should you have further questions or need assistance with a future application. We consider this matter closed.
  

• Initial Complaint

  Date:08/20/2025

  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 searched for TSA Precheck information and the Gov+ site came up. I was charged $96 with the appearance that this transaction would cover the complete process. However, I was notified that there would be an additional fee of $76 to be paid at the appointment. This is intentionally misleading by Gov+. They should make this clear. They also tried to get additional information for other services, which made me suspicious of a scam. I attempted several times to get information concerning my TSA process by chat, but was given the same programmed answer. I was cut off when trying to speak to a representative, and now cannot get the site to respond to me at all concerning my appointment scheduling. This company operates right on the edge of illegal, and should be investigated.

  Business Response

  Date: 08/31/2025

  Dear *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns regarding your TSA PreCheck application with GOV+ and want to clarify the points you raised.
  
  First, the $97 you authorized and paid to GOV+ was for the use of our private platform which provides one-click form filing for multiple government applications, real-time tracking, online notary services, passport photos, guided application and customized assistance, digital preparation, 24/7 live support and morenone of which are offered by the government. Please know that using our service is entirely optional and users are free to apply directly through government agencies without our assistance or fees.
  
  GOV+ operates fully within all applicable local and federal laws. Our services are transparent and entirely optional. To suggest that GOV+ is intentionally misleading would imply that we present ourselves as a government entity which we do not, and have never done. In fact, our website explicitly states WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. and in multiple locations including the  footer, FAQs, and Terms & Conditions that GOV+ is a private company, not affiliated with any government agency.
  
  Also stated on the website, terms and conditions and before payment is submitted - Government fees are not included. While it is understandable that the separate government fee may have come as an unwelcome surprise, it is not hidden nor unique to GOV+ it is the standard process required for TSA and many other government applications. For new applicants, the *** PreCheck enrollment fee is always paid directly to *** at the time of the in-person appointment. It covers the cost of your interview, background check, biometrics, and once approved secures your PreCheck membership for 5 years..   
  
  Regarding your chat experience every conversation begins with automated guidance to resolve the most common questions quickly. However, there is always an option to connect to a live agent. The chat system only disconnects when a customer becomes unresponsive, leaves or closes the session. Each time that happens, the customer is placed back at the end of the queue when reconnecting. Staying engaged ensures uninterrupted support.
  
  We sincerely appreciate the opportunity to clarify your concerns. If you have any inquiries or need any further assistance, feel free to reach out to us directly via email: ********************************* Well be happy to coordinate a phone call at your convenience.
  
  

  Customer Answer

  Date: 09/12/2025

  I spoke with a representative from ************************** and the complaint has been resolved.

  Customer Answer

  Date: 09/12/2025

   
  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:08/19/2025

  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.

  Gov plus lied about services and time frame and pricing

  Business Response

  Date: 08/31/2025

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

  We acknowledge receipt of your complaint and have carefully reviewed your concerns regarding your passport application, photo requirements, and processing timeline. While we fully understand your frustration, it is important to clarify several key points.
  
  Passport photo standards are set by the ************************ and are non-negotiable. These requirements extend far beyond no glasses and a neutral expression they include specific stipulations regarding lighting, angle, shoulder framing, and attire. These are not unique GOV+ policies; they are federal requirements applied universally (see: U.S. State Department Photo Requirements).
  
  For example, uneven lighting that causes shadows on the subjects face or subject not wearing upper clothing are all valid grounds for rejection. These are the same standards that passport facilities themselves enforce our process simply identifies them early to prevent your application from being rejected downstream.
  
  With respect to your timeline, the delays you experienced were caused primarily by the repeated photo resubmissions, each of which resets the review clock. While this is understandably frustrating, the alternative would have been for you to bring a noncompliant photo to your in person appointment, resulting in a guaranteed rejection.
  We could have also  assisted you more efficiently if the chat sessions have not been abandoned mid-conversation. Each time a customer leaves the chat, the system places them back at the end of the queue. Our team assists customers in the order they arrive, and remaining connected ensures that your case is resolved without unnecessary delays.
  
  Due to the issues with your photos, you were, in fact,  advised to just use a professionally taken 2x2 and we will  refund you $15 once you receive the package.
  
  Your application has been confirmed and your package is now in transit (**********************). Once you receive it, please feel free to respond to the email thread from our representative, *******. Well be happy to coordinate a phone call at your convenience.
  
  

  
  

• Initial Complaint

  Date:08/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration with the ongoing issues Ive experienced during the passport processing through your GOV+ service. Despite uploading the required documents and contacting both the ***************** and the Better Business Bureau, I have yet to see meaningful progress.Whats particularly concerning is the repeated upselling throughout the process. It appears that unless I pay additional fees, my documents will not be forwarded to the ***************** in a timely manner. This approach feels misleading and borders on deceptive advertising, especially when the implication is that expedited service is only available through further payment.I urge your team to prioritize completing the original service as promisedwithout further delay or unnecessary upselling. Please ensure that my documents are sent to the ***************** immediately.Thank you for your attention to this matter. I hope to see prompt resolution and improved transparency moving forward.

  Business Response

  Date: 08/31/2025

  Dear *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  First, we would like to clarify that GOV+ is a private company offering optional support services for government-related applications. We are fully transparent about the nature of our services, which is clearly communicated on our website, ****************************. Our homepage states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP.  Wed also like to clarify a key point regarding the nature of our services:  We do not issue passports or official documents. What you paid for was access to our platform and software, which streamlines the government application process by guiding users through form completion, documentation requirements, and submission preparation. The ************************ is solely responsible for reviewing applications and issuing passports.
  
  As stated in our Terms of Use (Section 4, Item 2):
  
  Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications.
  
  Our services are entirely optional, and users are free to complete government forms independently at no cost.
  
  With regard to the additional services you referenced, such as expedited processing or enhanced support, please note that these are entirely optional add-ons. These are not mandatory. Customers who prefer not to use them are free to proceed with only the base service.
  
  We sincerely appreciate the opportunity to clarify and assist you with your concerns. Your application kit has been successfully delivered to your specified mailing address on August 28th, as communicated to you via email by our manager, *****. 
  
  If you need any further assistance, feel free to respond to the email thread from our manager, *****. Well be happy to coordinate a phone call at your convenience.
  
  

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5, 2025 , I used Gov Plus, Claymont DE, to apply for passport ********** husband, ******* *********, also used GovPlus that same date, for passport renewal. The total charges for their service was $316.88.We have not received our passports.The US government site for checking passport application status shows no results for either of us.

  Business Response

  Date: 08/31/2025

  Dear ***** and *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We regret that your experience did not meet your expectations and understand that delays with passport applications can be concerning. Please understand that our processing speed is directly tied to how quickly customers provide complete and compliant information. Delays occur when instructions are disregarded or when required materials are not submitted.
  
  Your applications were placed on hold due to rejected passport photos. GOV+ strictly follows the ************************* compliance standards, which include requirements for sizing , quality, lighting, and facial positioning. If a photo fails to meet these standards, it cannot be accepted for submission. These requirements are set by the *******************, not GOV+. While the system initially accepts photos based on technical criteria such as file size and format, a compliance review is always conducted to ensure adherence to federal standards. In your case, both your photo submissions did not meet these requirements. Emails were sent to you requesting you to address the issues cited so the applications can move forward. Since no actions were taken, the applications could not proceed.
  
  Given that your stated resolution is a refund, despite our 7 day refund policy, we have processed  full refunds and canceled both your applications and an annual subscription. This was communicated to you by our representative ******* via voice mail on August 25th,  since our attempt to speak to you might have been inconvenient.  A refund confirmation email was also sent with all the refund receipts attached for reference. We consider this matter closed.
  
  
  
  

  Customer Answer

  Date: 09/04/2025

   
  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:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 17, 2025 I paid $246.00 for my passport renewal online and as of this date I have just received emails stating that my picture is not passing their standards and I went ti ********* and took a passport photo and sent that one and my application status still states processing and it takes 3 days to process photo. I last submitted a new photo on July 2, 2025 and it still reads the same on my dashboard on the GOV+ website when I sign in. I have reached out and have only received generated emails back. I just want a refund.

  Business Response

  Date: 08/31/2025

  Dear ***** **** *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We regret that your experience did not meet your expectations and understand that delays with passport applications can be concerning, especially when time-sensitive.
  
  Your application was placed on hold due to rejected passport photos. GOV+ strictly follows the ************************* compliance standards, which include requirements for sizing , quality, lighting, and facial positioning. If a photo fails to meet these standards, it cannot be accepted for submission. These requirements are set by the *******************, not GOV+. While the system initially accepts photos based on technical criteria such as file size and format, a compliance review is always conducted to ensure adherence to federal standards. In your case, your photo submissions did not meet these requirements.
  

  Our processing speed is directly tied to how quickly customers provide complete and compliant information. Delays occur when instructions are disregarded or when required materials are not submitted.
  
  Given that your stated resolution is a refund, despite our 7 day refund policy, we have processed a full refund and canceled your application. This was communicated to you by our manager, *****, during your phone conversation on August 25th. A refund confirmation email was also sent for your reference. We consider this matter closed.
  

  
  

  Customer Answer

  Date: 09/02/2025

  I received my refund and you may close the complaint now.

  Customer Answer

  Date: 09/02/2025

  I received my refund. So the case can be closed out.

• Initial Complaint

  Date:08/17/2025

  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.

  I applied for a passport renewal in May and I have not received any progress to get the passport yet. Their only response is AI generic answers that don't relate to the problem. No help in getting the renewal.

  Business Response

  Date: 08/29/2025

  Dear *** *********, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond to your concerns.
  
  You submitted a new standard passport application on May 22. During the review process, we noticed that you had uploaded a photo of your existing passport as proof of citizenship. Since that passport was still valid for renewal, we reached out by email to confirm whether you had intended to apply for a new passport or whether your existing one had been lost or damaged.
  
  As reflected in your recent conversation with our representative *******, your application was canceled and a full refund was issued on August 19. We consider this matter closed. You may reapply at your convenience by selecting the correct type of application.
  
  

• Initial Complaint

  Date:08/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a passport with Gov+ and paid all fees six months ago. They asked that I resubmit my picture, which I did. I have been sending messages, but still no passport. Now, they want me to pay more money, just to find out why I dont have a passport. I need help because I am planning a foreign trip.

  Business Response

  Date: 08/27/2025

  Dear ***** ****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that your application was on hold due to your passport photos, which did not meet the qualifications.  Passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level. 
  
  Your application has already been completed and is just awaiting **** pick up. You may track the shipment status anytime by logging into your GOV+ account. For any further assistance, please feel free to reach out directly to our manager, *****, using the existing email thread with him.
  
  We are grateful for your patience and understanding, and we truly value the opportunity to serve you.
  
  

• Initial Complaint

  Date:08/15/2025

  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.

  Per company website, I submitted application to renew my passport on 01 August."Dashboard" indicates "in process - expect 3 days".No response to repeated email requests for status.I have not yet contacted my bank to dispute credit card charges.

  Business Response

  Date: 08/27/2025

  Dear ***** *********, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  Please know that your application, filed on August 1st, was put on hold due to your passport photo, which did not meet the qualifications.  Passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level. An email was sent to you on August 4th informing you of the issue. And assistance in taking a qualified passport photo provided in subsequent phone communications with ****** and *******. 
  
  Your application has been canceled and we issued a full refund on August 21st. At the time your refunds were processed, we were not aware that you had already initiated disputes with your bank. As a result, this matter is now solely within the purview of your financial institution, the mandatory government fee of $130 was put on hold. This is why we encourage customers to reach out to us directly first instead of filing a dispute. We are always available to address any concerns, and a simple email could have resolved this matter much more efficiently. Our representative, ******* suggested that you reach out to your bank and cancel the dispute you filed so we can reprocess the $130 that is still on hold.  For any further assistance, please feel free to reach out directly to ******* again, using the existing email thread with him.
  
  
  
  

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23750380
  
  I am rejecting this response because:

  After multiple email attempts at contacting the vendor, I was finally able to make phone contact,

   

  As repeatedly discussed with "*******", both by phone and email, I did in fact submit 4 separate disputes to my bank, since vendor was not responding.  3 line items were immediately refunded by vendor.  

   

  The remaining $130 has been in limbo for some time.  Latest information from ******* indicates that vendor is unable to refund to my credit card, and has offered to issue an "e-check" for this amount.  Several phone calls and emails have ensued.  I am to wait for the system to update, most likely on Monday 08 September.

  I have advised more than once that my bank and I will consider the matter closed once the "e-check" has cleared my bank.

   

   

   

  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 09/10/2025

  Dear ***** *********, 
  
  Despite the fact that your dispute remains active and the funds were already with your bank, we nonetheless issued you an electronic check for $130. As you confirmed receipt of this payment yesterday, we trust it is clear that GOV+ has fulfilled its obligations in full and that no further action is required on our part. We consider this matter closed.