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:07/05/2025

  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.

  Subject: Deceptive UK ETA Application via iVisa Requesting Full Refund On June 23, 2025, my husband and I applied for ** ETAs through what we believed was the official UK government site. I had found the link via ****** and sent it to him. He submitted applications for both of us via the iVisa website. Shortly after, we were charged $224.26 far more than the official 16 (~$22 USD) per person.I immediately realized we had been misled into using a third-party site posing as a government service. I contacted iVisa and requested a refund, but was told my application had been processed and his was pending government approval, so no refund was possible. They emailed a so-called confirmation that was clearly not a legitimate government document.The document looked like it was made in Word, with a generic ****** header, no official seals, contact info, or barcode. It had broken links and odd language claiming I didnt need to show the email at the border and not to worry if my full name wasnt listed. It was sloppy, unofficial, and clearly fake.Thankfully, we hadnt yet traveled. If we had relied on this document at UK Customs, we couldve been denied entry, causing major disruption and embarrassment.This business never discloses it is unaffiliated with the UK government and charges over 5x the real cost for no actual service. We were deceived and overcharged.We are requesting a full refund of $224.26 and urge the BBB to take action. This business should not appear alongside official government websites or be allowed to mislead consumers.

  Customer Answer

  Date: 07/05/2025

  I apologize. The correct amount we would like refunded is $225.46. 

  Business Response

  Date: 07/09/2025

  Dear ****,
  
  Thank you for sharing your experience. We're truly sorry for the confusion and frustration this situation has caused and appreciate the opportunity to provide clarity.
  
  iVisa is a legitimate third-party travel documentation service provider. While we are not affiliated with the UK government or any governmental authority, we assist travelers by managing and streamlining the **** and travel authorization process. This includes reviewing applications for accuracy, submitting them to the appropriate government agencies, providing updates, and offering customer support throughout the journey.
  
  We understand your concern regarding the price difference between our service and the official government fee for the UK ETA. The UK government currently charges 16 (approximately $22 USD) per ***, while our price reflects the inclusion of service, platform, and convenience fees that support the end-to-end management of your application. All pricing is disclosed prior to payment confirmation, and users must approve the charges before completing the transaction. Nonetheless, we recognize that some users may misunderstand our role, and we are actively working to improve the clarity of our website messaging and disclosures.
  
  Regarding your refund request, your application had already been reviewed, prepared, and submitted to the UK government by the time your cancellation request was received. As such, under our terms of service, it was not eligible for a full refund since the service was rendered. That said, in recognition of your dissatisfaction, we have taken the initiative to refund our service fee as a gesture of goodwill.
  
  This refund is currently being processed and will be returned via your original method of payment. Please allow up to ******************************************************************** card issuers processing times.
  
  In relation to the ** ETA confirmation you received, we want to clarify that this document is issued directly by the UK government. iVisa has no control over the format, design, or wording used by government authorities in their communications. While it may appear unconventional, it is the official notification of your approved travel authorization. You are always welcome to verify the status of your *** through the UK governments official website for additional peace of mind.
  
  We also want to take a moment to reaffirm the legitimacy of our business. iVisa is accredited by the *************************************** (****) and validated through the *********** Code. This accreditation confirms our compliance with global industry standards and our commitment to providing a trustworthy and effective **** support service. You can verify our accreditation using our IATA bearing number, ********, at the following link: *********************************.
  
  We regret that your experience did not meet your expectations and are committed to using this feedback to improve. If you have any further questions or need continued support, please dont hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 07/14/2025

   
  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:07/02/2025

  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.

  I was looking for an *** for the UK for a last minute trip. I had done a search for UK *** and tried to find the gov site but this site kept popping up. I assumed it was the approved gov site for ****s. I was doing a last minute application and thought this was my only choice. I visa did not tell me that the **** fee was only 22 pounds and that their fee was one hundred euros. I spent over ********************************************************************************************** an hour for 22 ********** I am concerned about the loss of money, but also for my privacy and sensitive information. I have read reviews that I visa does not delete applicants information. I want to be refunded all my fees above what an *** from the ****** website charges. And, id like their site to stop popping up above the uk gov site for ***.

  Business Response

  Date: 07/03/2025

  Dear *******,
  
  Thank you for taking the time to share your concerns, and were genuinely sorry to hear about your experience. We understand how important transparency and trust are, especially when dealing with something as sensitive and time-critical as a **** application.
  
  iVisa is a private third-party **** assistance platform that is not affiliated with any government. Our role is to provide a streamlined and user-friendly application process for travelers who prefer guidance, support, and optional services like form reviews, translations, 24/7 customer service, and last-minute handling. Our fees reflect the additional services we provide on top of the governments official cost.
  
  That said, we acknowledge how in urgent situations like a last-minute trip it can be easy to misinterpret our site as an official one, especially since we invest in search engine visibility to reach potential customers who may benefit from our services. However, we do clearly state in multiple sections of our website, including the Terms of Use and the application form itself, that we are not the government and that our prices include service fees beyond the governments official cost.
  
  Regarding your concerns about privacy and data security, please rest assured that protecting our customers' information is a top priority. ******************** is fully compliant with international data protection standards, and we employ strict security protocols to safeguard all personal data submitted through our system.
  
  In response to your refund request, although our pricing and services were presented prior to finalizing the order, we recognize that there was confusion in this case. As a gesture of goodwill, we have already issued a full refund of our processing fee. This may take up to 14 business days to appear in your account. Please expect the refund to be processed via the same payment method used for the purchase.
  
  We sincerely regret that your experience did not meet your expectations and we appreciate your feedback, which helps us continue improving our service and communication. If you have any further questions, please dont hesitate to let us know.
  
  Warm regards
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service 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 iVisa website was deceptive and represented itself as the UK government **** portal. Their SEO practices made them the top result and the webpage has UK flags on it. When I tried to contact them after submitting the application, I could not reach a human. I could only leave a voicemail. Even their email contact was not manned by a human.

  Business Response

  Date: 07/03/2025

  Dear Atif,
  
  Thank you for reaching out through the Better Business Bureau and for sharing your experience. Were very sorry to hear that you were dissatisfied with our service, and we appreciate the opportunity to address your concerns in detail.
  
  First and foremost, we would like to clarify that iVisa is a private, third-party company that provides **** and travel document processing services on behalf of travelers. We are not affiliated with the UK government or any official government agency, and this is disclosed clearly on our website, including in our Terms of Use and footer on each page. Our aim is to simplify the application process and support travelers with helpful tools, multilingual assistance, and document reviews.
  
  We understand your concern about the presentation of our website and its visibility in search engine results. We invest in SEO to ensure that travelers who are actively searching for ****-related assistance can find our services. However, at no point do we intend to mislead users into believing they are on a government website. The use of destination-specific imagery, such as flags, is meant to help customers identify the product relevant to their travel destination and is a common design practice in the travel support industry.
  
  We also sincerely regret that you had trouble reaching a live agent. Our support team is available 24/7 via email and chat, and we offer phone lines to accept voicemails for follow-up. While we aim to respond as promptly as possible, we acknowledge that we fell short of your expectations and are actively working to improve the accessibility and responsiveness of our customer service channels.
  
  In regard to your order, we understand your dissatisfaction, and as a gesture of goodwill, we have processed a full refund of our service fees. This may take up to 14 business days to appear in your account. Please note that the refund will be processed using the same payment method you used for your purchase.
  
  We are truly sorry for any inconvenience or confusion you experienced. Your feedback helps us improve our transparency and service, and we thank you for bringing these matters to our attention.
  
  If you have any additional questions or concerns, please feel free to contact us directly. We remain committed to providing a reliable and transparent service for all our customers.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that I have been taken advantage of and duped by a predatory website, called IVISA. Yesterday, when attempting to apply for an *** through the United Kingdom government I was led to the IVISA website which to me appeared to be the government site. I was charged an exorbitant fee. Today, I learned from my travel agent and others in my travel party that I had been duped into paying this exorbitant fee. I attempted to reach out to IVISA this morning via the "contact us" button but all I got was an automated response from a BOT. I'm very upset about this and feel like this is some type of predatory business taking advantage of ***** customers. I see that I am not the only one.

  Business Response

  Date: 06/25/2025

  Dear ***,
  
  Thank you for reaching out and for sharing your concerns. We appreciate the opportunity to clarify how our services work and to address your feedback.
  
  iVisa is an independent third-party service provider that assists travelers in obtaining ****s and travel authorizations. We are not affiliated with any government entity. Our service is designed for individuals who prefer additional support during the application process, including 24/7 customer service, application review, and real-time updates to help ensure accuracy and peace of mind throughout.
  
  We are accredited by the *************************************** (****) and validated by the *********** Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. To verify our membership, enter our bearing number, ********, in the **** code checker here: *********************************.
  
  We understand that in your case, you became aware after applying that the ************** *** is also available through the government at a lower cost. While this is true, our pricing reflects the added value of the services we offer beyond simply submitting the application.
  
  We also understand your concern regarding the automated message you initially received when trying to contact us. While our system is designed to help route messages efficiently, our support team is always available to follow up, and we are continuously improving this experience.
  
  As part of our commitment to customer satisfaction, weve gone ahead and submitted a full refund request for the processing fee (USD *****). Please note that depending on your bank or card issuer, it may take up to ******************************************** your account.
  
  We appreciate your feedback as it helps us continue refining our service and transparency. If there's anything else you need, please dont hesitate to reach out.
  
  Kind regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/20/2025

  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.

  Date 6/20/25 Scam ivisa app looks like government **** app but charges $478 instead of only $150 actual visia charge. Over $300 charge for nothing. Scam.

  Business Response

  Date: 06/25/2025

  Dear ******,
  
  I hope this message finds you well. My name is *******, and Im writing to you from iVisas Specialized Support Team regarding the complaint you recently shared on BBB. First and foremost, thank you for taking the time to share your feedbackits incredibly valuable to us.
  
  We understand how important pricing is when choosing a service, and I truly appreciate the opportunity to provide more clarity.
  
  At iVisa, we operate as a third-party provider committed to simplifying and streamlining the **** application process. Our goal is to offer a convenient, stress-free experience by assisting with documentation, reducing the chance of errors, and submitting applications promptly to help prevent unnecessary delays.
  
  Our service includes a processing fee, which supports the tools, guidance, and dedicated customer support we provide throughout the journey. We make every effort to be transparent, showing a full price breakdown before checkout to help customers make an informed decision.
  
  We are accredited by the *************************************** (****) and validated by the **** Agency Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. To verify our membership, enter our bearing number, ********, in the **** code checker here: *********************************.
  
  That said, while completed orders are typically ineligible for a refund as per our policy, we completely understand your concerns. To show our commitment to your satisfaction, we made a one-time exception and issued a full refund in this case. This may take up to 14 business days to appear in your account. Please expect the refund to be processed via the same payment method used for the purchase.
  
  Thank you once again for your time and for giving us the opportunity to support you.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not receive a product (i.e., a ******** from this company, for which I was applying. Before the application process was completed, I was billed $112.42, and then nothing happened. Usually billing information is requested as the final step, but it was requested BEFORE the final step. As I say, suddenly I was billed and the transaction ended and I did not receive a ***** I tried to call the company, but phones are not answered. Terrible company. I am requesting a refund.

  Business Response

  Date: 06/13/2025

  Dear *****,
  
  Thank you for taking the time to share your experience. I'm very sorry to hear about the inconvenience and confusion you faced during your ******* application process, and I completely understand your frustration.
  
  Id like to clarify that when using our platform, payment is collected at the beginning of the process. This step allows us to open the application, assign resources to assist with your case, and begin reviewing the information provided. In your situation, the application was never completed because we did not receive all the necessary details to move forward and submit your request to the UK government. As a result, no **** was issued.
  
  We understand that this may have felt like the process ended abruptly, especially since you did not receive further updates. I want to assure you that no service was delivered, and as such, we have now processed a full refund of $112.42. This refund has been issued to the original payment method, and depending on your bank, it may take ********************************************* your account.
  
  Regarding your comment about not being able to reach us, Im very sorry for the trouble you experienced. While we currently do not provide phone support, we do offer assistance 24/7 through live chat on our website, WhatsApp, and by email at ************************************** Our team is always available to help, and we truly regret if this wasnt clear or accessible at the time you needed us.
  
  Again, I sincerely apologize for any confusion caused and for the inconvenience this has brought to your travel planning. We hope this refund resolves the matter, but please dont hesitate to reach out if you have any additional questions or concerns. We're here to support you.
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Ivisa on May 12, 2025 to obtain a ******* for my trip starting July 12, 2025. I have never received the ******* and my card was charged for $121.44. I am not able to get ahold of anyone and I have been scammed.

  Business Response

  Date: 06/13/2025

  Dear **********,
  
  Thank you for taking the time to share your feedback. I'm very sorry to hear about your recent experience with iVisa, and I truly understand how concerning it must have been to feel you were charged without receiving the service you expected. Please allow me to provide a detailed explanation and clarify what happened with your application.
  
  You initially contacted us on May 12, 2025, with the intention of obtaining a UK Electronic Travel Authorization (ETA) for your upcoming trip scheduled for July 12, 2025. However, in order for us to process and submit your *** request to the appropriate authorities, we require certain essential information and documentation to complete the application.
  
  Unfortunately, our records show that this required information was never provided, which meant we were unable to proceed with processing your UK ETA. We understand that gathering documents or completing forms can sometimes be a time-consuming or confusing task, which is why we always aim to send timely reminders and support our customers throughout the process.
  
  Because the application remained incomplete on your end and no processing took place on ours, a full refund of $121.44 was automatically issued on June 12, 2025. This refund was processed back to the original payment method used during checkout. Please note that depending on your card issuer or bank, it might take 14 business days for the funds to appear on your statement.
  
  We understand how important your travel plans are and regret that we werent able to assist you as intended in this case. That said, I want to assure you that this was not a scamwe are a legitimate travel documentation service, and we take every concern seriously. In situations where applications remain incomplete or unprocessed, we always aim to be fair and transparent, including issuing full refunds when applicable.
  
  We regret if you had difficulty reaching us. Our team is always available via email, chat, and support emails, and we are continuously working to improve our response times and accessibility. We know how critical timely communication isespecially when it relates to international traveland I regret that this was not your experience.
  
  If you are still planning to travel or need assistance with any other documentation in the future, we would be happy to help guide you through the process and ensure that everything goes smoothly from start to finish.
  
  Once again, Im truly sorry for the inconvenience and confusion caused. If you have any further questions about your refund, need confirmation from our payment processor, or wish to discuss anything else related to your experience, please dont hesitate to reach out directly.
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:06/05/2025

  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.

  On May 21, 2025 we used IVISA to get an expedited **** to ******. We paid $461.78. We needed to leave on Thursday, June 5, 2025. We kept getting emails that our pictures were not good enough. We finally had them taken professionally. We still have not received Visas. We cancelled our tour and paid a late cancellation fee of $ *****. Do not use this company.

  Business Response

  Date: 06/13/2025

  Dear *********,
  
  Thank you for sharing your feedback. We sincerely regret to hear about the inconvenience you experienced while applying for your Brazil Tourist eVisa through iVisa. We fully understand how frustrating it must have been to deal with delays while planning an international trip, and we truly empathize with the disruption this may have caused to your travel plans.
  
  We would like to take this opportunity to provide some clarification on the circumstances surrounding your **** application.
  
  Your Brazil Tourist eVisa application was submitted through our platform on May 21, 2025, and we processed it promptly in accordance with the standard and expedited timelines. Our team diligently reviewed your documentation and submitted your application to the ******************** within the required timeframe.
  
  Unfortunately, after submission, the Brazilian immigration authorities requested revisions to the selfie on several occasions. This was not due to any delays or errors on iVisas part but rather a result of the ********************'s specific requirements and subsequent rejections of the photos provided.
  
  We understand that you took the extra step to have your photo professionally taken, and we appreciate your effort. Despite this, the government continued to reject the image. While we do our best to guide our customers on government photo specifications and provide feedback as soon as we receive it, we are ultimately subject to the discretion and approval timelines of the issuing government authority. This means we do not have influence over how quickly they review applications or the consistency with which they apply their documentation standards.
  
  Wed also like to highlight that we actively monitored your application throughout the entire process and communicated each request from the ******************** as soon as we received updates. Our team contacted you to request new photos in a timely manner, based on the instructions we received from the government.
  
  While our terms and conditions clearly state that **** fees are non-refundable once applications are submitted, especially when delays are due to government processing times, we recognize the inconvenience this situation has caused you. As a courtesy and in light of the unusual delay on the part of the Brazilian authorities, we are issuing a full refund for your order in the amount of $461.78. This is being processed as an exception, as we do value your experience and believe in supporting our customers even when external factors are involved. This may take up to 14 business days to appear in your account. Please expect the refund to be processed via the same payment method used for the purchase.
  
  We are genuinely sorry to hear that you had to cancel your tour and incurred additional cancellation fees. While these costs are outside of our control and not related to our service directly, we do empathize with the disappointment and disruption to your plans.
  
  We strive to be as transparent and responsive as possible throughout the **** application process. We regret that your experience did not meet your expectations and appreciate your feedback, which helps us continue to improve our service and advocate for clearer and more consistent government processes.
  
  If you have any questions about your refund or would like any further support, please dont hesitate to contact us directly at ***************************************************************.
  
  Sincerely,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request a refund for a Brazil e-**** service I purchased. I initially selected a service advertised with "super fast charges" for $84. However, when I entered my travel dates, the system automatically added "super rush fees," increasing the total cost to $230.89. The date of the transaction was June 3rd, 2025. My travel departure June 5 and landing to ****** June 6.Upon completing the payment, I was informed that the **** would be available in7 days. This timeline contradicts the "super fast" and "super rush" services I paid for.I spoke with your customer service, and while they were helpful, they confirmed the 7-day timeline. Furthermore, I contacted a government representative directly and was told that my application is still in a"quality check"phase and has not yet been submitted for official ********* a result of these delays and misrepresentations, I had tocancel non-refundable flight and hotel reservations.I am seeking afull refundof $230.89. However, if my application has indeed been submitted to the government for review, I will accept a refund for thesuper rush charges($146.89).Thank you for your assistance in resolving this matter.

  Business Response

  Date: 06/05/2025

  Dear ********,
  
  Thank you for taking the time to share your concerns regarding your recent experience with our Brazil Tourist eVisa service. We truly value your feedback, and we are sorry to hear about the challenges you encountered during the process.
  
  We understand the urgency and stress that comes with planning international travel, especially when timelines are tight. Based on the travel dates you provided, our system automatically recommended the super rush processing option, as the standard and even expedited services would not have aligned with your upcoming departure. The intent behind this automation is to offer applicants the best possible chance of receiving their ****s on time given their individual circumstances.
  
  That said, we completely understand your frustration upon learning that the estimated processing time from the government was still seven days, despite selecting the super rush service. We want to clarify that while we prioritize and expedite all super rush applications on our end, the final approval and turnaround time ultimately depend on the government authorities, which unfortunately we do not control.
  
  After reviewing your case thoroughly, and although your application has already been submitted to the ******************** for review, we understand the impact this situation has had on your travel plans. In light of this, we have processed a refund of USD $149.99, which corresponds to our processing fee. While this is outside the scope of our usual refund policy, we are offering it as a one-time exception in recognition of the inconvenience you experienced.
  
  Please rest assured that we will continue to actively monitor your **** application and provide you with any updates as soon as we receive information from the Brazilian authorities. Our team is here to support you and keep you informed throughout the remainder of this process.
  
  We genuinely regret that your experience did not meet your expectations and we hope this gesture demonstrates our commitment to assisting you as much as possible. Should you have any further questions or require additional support, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:06/01/2025

  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.

  My parents had to go to the UK unexpectedly in early May and my mother was informed they needed an electronic travel authorization (ETA) in order to travel to the **. My mother went online to apply for one and was directed to iVisa's website. She is elderly and unfortunately trusted this was a reputable website. She was charged a fee of $98.99 each for her and my father's ETA when the cost of the *** itself was only $22.47 each. That is outrageous. This was clearly a scam and meant to prey on people who aren't savvy enough to realize this. I am requesting that my parents be refunded the fee of $197.98 since it's not justified in any way.

  Business Response

  Date: 06/05/2025

  Dear *****,
  
  Thank you for taking the time to bring this matter to our attention. We appreciate the opportunity to respond to your concerns and provide additional context regarding the services provided by iVisa.
  
  iVisa is an independent, third-party travel documentation service that assists travelers with obtaining entry permits, visas, and authorizations for countries around the world. We are not affiliated with any government or immigration agency, and our role is clearly outlined on our website and in our terms of service. We offer a value-added service intended for travelers who prefer convenience, guided support, and customer assistance throughout the application process.
  
  The total charged to your parents included both the governments ETA fee and iVisas service fee. Our service includes form completion support, real-time tracking, error checking, and access to our customer support team throughout the process. Many of our users choose to work with us for added confidence and efficiency, particularly during time-sensitive or unexpected travel.
  
  That said, we understand that not all users may be aware that iVisa is a private service provider and not the official government website. We appreciate your feedback and recognize the importance of continuously improving how our services and fees are presented to ensure clarity for all users, regardless of technical experience or familiarity with online travel applications.
  
  As a gesture of goodwill and in recognition of the concerns raised, we have issued a refund of USD ****** to your parents original payment method. Please allow a 14 business days for the refund to appear on their statement, depending on their bank or card issuer.
  
  We hope this resolution addresses your concern. Should you or your parents have any further questions or need additional assistance, our support team remains available and ready to help.
  
  Sincerely,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 06/05/2025

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