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:05/31/2025

  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.

  Recently needed *** for **, and IVisa was the first website looking like the legit government website issuing those etasthey charged me $202US dollars for two etas that normally cost 32 pounds! A bit extra for their expertise, but 140 US dollars is a robery!!!

  Business Response

  Date: 06/05/2025

  Dear *******,
  
  Thank you for sharing your recent experience. We appreciate your feedback and the opportunity to provide more context regarding our services and pricing structure.
  
  iVisa is an independent travel assistance company that supports travelers worldwide by simplifying and managing travel document applications. We are not affiliated with any government or immigration department, and this is stated throughout our platform and in our terms of service. Many travelers choose to use our services for the added benefit of guided support, real-time updates, document verification, and live assistance throughout the application process.
  
  The total cost you were charged includes the official government fee for the travel authorization as well as the service fee for using iVisas platform and customer support. We understand that travelers may sometimes come across our site before reaching an official government portal, especially during time-sensitive searches. While our goal is to make the application process smoother and more convenient, we understand that expectations around pricing and service clarity can differ from person to person.
  
  We appreciate your comment regarding the perceived value of the service, and we are continuously working to ensure our website communicates pricing and service details in a manner that is as clear and helpful as possible.
  
  As part of our commitment to customer satisfaction, weve gone ahead and processed a full refund on our processing fee of USD ****** to your original payment method. Refunds generally take a ****************************** your account, depending on your bank or card provider.
  
  We respect your perspective and are grateful that you brought this to our attention. Should you have any further questions about your application, or any other aspect of our service, please dont hesitate to reach out to our support team. Were here to help.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 06/07/2025

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

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26th I submitted a request for a UK Electronic Travel Authorisation (ETA) through the ivisa website. This site came up when I did a search for ** ETA. I got the impression that they were a government website. They charged $117 for an ETA that costs $22 and they do not indicate anywhere in the application process that the difference is their service fee. They show one price as the cost of the **** and nowhere is a breakdown of fees shown. This is deliberately deceptive. After realizing what happened I went to the official Government website and applied for an *** and got it within minutes of applying. Ivisa took 2 days. I would like a refund because their site is deceptive in charging for services without making clear what amount is represented by their exorbitant fee. They are deliberately trying to deceive travelers.

  Business Response

  Date: 06/05/2025

  Dear *********,
  
  Thank you for taking the time to share your feedback. We appreciate the opportunity to address your concerns and clarify a few key aspects regarding your recent experience with iVisa.
  
  iVisa is a private company that offers travel documentation assistance for individuals traveling internationally. Our platform is designed to simplify the application process by providing digital tools, customer support, and ********************** management services for a wide range of travel requirements. Many of our customers choose to use our services for the added convenience, guided support, and peace of mind we aim to provide during time-sensitive travel planning.
  
  Its important to note that we are not affiliated with any government body, nor do we claim to be. Our website and communication materials clearly identify iVisa as an independent service provider, and our terms of service and FAQs provide detailed information about our role in assisting with travel applications. The total price displayed during the application process reflects the combined cost of both the applicable government fee and the fee for the services rendered by iVisa.
  
  That said, we understand that each customers perception of value and service transparency can vary, particularly when navigating online platforms. We strive to make our services and pricing as clear as possible, and feedback like yours helps inform our ongoing improvements.
  
  Regarding your specific case, we have issued a full refund on our processing fee in the amount of BSD ***** to your original payment method. Refunds typically take a 14 business days to be processed and reflected by the payment provider, depending on your financial institution.
  
  We respect your decision to also apply directly through the official government channel and recognize that travelers have multiple options when securing travel documents. iVisa is just one of those options, intended for those who prefer additional guidance or support throughout the process.
  
  Thank you again for sharing your perspective. Should you require assistance in the future or have additional questions regarding your refund or any of our services, our support team is available and ready to help.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:05/25/2025

  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.

  Applied for this travel **** on May 18th. They took out our money from checking 224 dollars. They did not finish or give us any final product. They kept telling us our pictures were not correct. They kept telling us to redo them. They kept changing the date that we would get the eta. We went to government website they took our pictures and got us the travel **** in 20 minutes. We do not need the *** from this company now. We told them that. We are still waiting on our refund. Dont use this company.

  Business Response

  Date: 05/26/2025

  Dear ****,
  
  Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your negative experience with iVisa, and we appreciate the opportunity to address your concerns in full.
  
  We understand that you applied for your travel **** through our platform on May 18th and were charged $224 for the service. We also acknowledge that you did not receive the UK *** and ultimately decided to obtain it directly through the governments website, which led to further frustration. Please allow us to clarify what occurred on our end and explain the current status of your refund.
  
  Our goal at iVisa is to make the **** application process as simple and seamless as possible, but this requires us to collect certain documents that meet specific quality and format standards required by government authorities. In your case, the passport photo provided during your initial application did not meet these standards. Our team reached out to you several times to request a new photo that adhered to the necessary guidelines so that we could proceed with submitting your application. Without compliant documentation, we are unable to move forward, as doing so could result in an immediate rejection by the authorities.
  
  We sincerely apologize if our repeated requests for a new photo created confusion or inconvenience. Our intention was never to delay the process unnecessarily but rather to ensure that your application would be approved without issues once submitted.
  
  We understand that the shifting estimated timelines added to your frustration. Unfortunately, when required documents are not provided or are delayed, it directly affects our ability to adhere to our standard processing times. We strive to provide accurate updates and to be transparent about any changes, but we understand how this can be upsetting when travel plans are involved.
  
  Once you informed us that you no longer required our services and had successfully applied through the government website, we immediately began processing your refund. As communicated previously, refunds at iVisa undergo a two-step process: first, internal processing on our end, which can take up to 3 business days; and second, the bank's processing time, which may take up to 14 business days, depending on the financial institution.
  
  As of today, your refund is actively being processed. We understand the urgency of this matter and want to assure you that we are doing everything we can to expedite it within the parameters of our refund system and banking procedures. If you have not received the refund after 14 business days from the processing date, we strongly encourage you to contact our support team so we can investigate further and provide documentation to support a bank trace if necessary.
  
  We deeply regret that your experience with iVisa did not meet your expectations. We strive to provide excellent service to every customer, and we take complaints like yours seriously as they help us identify areas for improvement. We are reviewing your case internally to see how we can improve communication around documentation issues and ensure a smoother refund process in the future.
  
  If there is anything else we can do to resolve this issue or assist you further, please do not hesitate to reach out to us directly. We are here to help and want to make things right.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/27/2025

   
  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:05/23/2025

  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 would like to make a complaint about iVisa and recommend they be audited for misleading consumers.We were traveling to the ** with small children and when the airline informed us that the UK now has an ETA system, we googled it and it was iVisa, not the official government page, that appeared as the top search result.Nowhere in the process was it made sufficiently clear that this website was not official. It was only after the fact when we told friends of the exorbitant fees that we raise we had been tricked.The UK government only charges 16 per person for the ***** but we were charged nearly TEN TIMES this amount. It was particularly galling that it was listed as a "rush fee", despite the UK government website stating "You cannot get a faster decision by applying through another website.".We are a family with small children and this experience was stressful and significantly impacted our vacation funds. We would like to request a refund (minus the actual **** fees of 16pp), and we would like for iVisa to take action to make it clearer from the outset that they are in fact a **** agency, and NOT the official government website for attaining ****s.

  Business Response

  Date: 05/26/2025

  Dear Mika,
  
  I hope youre doing well. My name is ******, and Im reaching out from iVisas Specialized Support Team regarding your recent review on BBB. We appreciate you taking the time to share your thoughts, and Id love to provide further clarification.
  
  Thank you for sharing your feedback. We understand that pricing is an important factor when choosing a service, and we appreciate the opportunity to clarify our fees.
  
  iVisa operates as a third-party service provider dedicated to simplifying the **** application process. Our goal is to ensure a seamless experience by handling the necessary documentation, minimizing the risk of errors, and ensuring timely submission to prevent unnecessary delays. We strive to provide convenience and peace of mind throughout the process.
  
  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: *********************************.
  
  While our service does include a processing fee, this covers the cost of our expertise, customer support, and the technology that helps streamline the application. We also prioritize transparency by displaying a full price breakdown before checkout so our customers can make an informed decision before completing their purchase.
  
  Furthermore, wed like to clarify that the rush processing fee refers to the expedited handling of your application on our end. This means that your request is given higher priority and is processed within the shorter timeframe specified at the time of purchase. It does not influence the decision speed of the government, but ensures that iVisa handles your application as quickly as possible.
  
  That said, we fully understand your concerns. As a gesture of goodwill and to ensure your satisfaction, we are making a one-time exception and offering a 100% refund on our processing fees for your case, in the amount of JPY 61,872.00.
  
  The refund should be processed within the next 3 business days, though it may take up to 14 business days for the amount to appear in your payment method, as per standard refund processing times.
  
  Your feedback is valuable to us as we continuously work to enhance our services and ensure customer satisfaction. Please know that your satisfaction remains our top priority, and we are committed to resolving this matter to your full satisfaction.
  
  We wish you a wonderful week ahead. Should you need any further assistance, we're here for you.
  
  Warm regards,
  ******

• Initial Complaint

  Date:05/20/2025

  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 May 19th 2025, I needed to apply for UK Electronic Travel Authorizations (ETAs) for myself and three family members. When searching online, iVisa appeared as the first option. Believing it to be an official government application service, I proceeded with completing applications for all four travellers. I was charged a total of ****** CAD for these applications. I later discovered that the official UK government fee for ETAs is only 16 (approximately 30 CAD) per person, meaning the legitimate total cost should have been around 120 CAD. iVisa charged me over five times the official rate without clearly disclosing they were a third-party service rather than an official government entity. There was no transparent indication that I was using a third-party service that would add substantial "processing fees" to the basic application cost. Their app design and marketing misled me into believing I was applying through official channels. I am requesting a full refund of the excessive fees charged beyond the standard government rate. I feel that this company deliberately misleads consumers into paying exorbitant prices for straightforward government services.

  Business Response

  Date: 05/22/2025

  Dear ****,
  
  Thank you for your feedback. We understand your concerns and appreciate the opportunity to respond.
  
  First, we would like to clarify that iVisa is a private, third-party **** assistance company and is not affiliated with any government authority. We assist travelers by providing support services that include application guidance, error checking, 24/7 customer service, and streamlined submission through our platform.
  
  We regret that there was any confusion regarding our role. While we make efforts to indicate our third-party status throughout the website, we recognize that you felt the design and presentation did not make this clear. Your feedback is important, and we are actively reviewing how this information is communicated to ensure more transparency for all users.
  
  Regarding the fees: the amount you were charged included the official UK government fee for each ETA application, in addition to our service and processing fees. Before payment is submitted, we display a full breakdown of all charges, including both the government fee and our processing fee, which you accepted at checkout. These charges are also described in our Terms of Service, which must be reviewed and agreed to before placing an order.
  
  While our policy typically does not allow for refunds once an application has been submitted to the government, we reviewed your request thoroughly and, in light of your concerns, we have made an exception. As a gesture of goodwill, weve processed a full refund of our service fee. The refund will take up to 3 business days to be processed on our end. Once processed, it may take up to 14 business days for the funds to appear in your bank account, depending on your financial institutions processing times.
  
  We understand your concerns and we regret any misunderstanding regarding our service. Your comments have been noted and shared with the relevant teams for ongoing improvements to our transparency and communication.
  
  If you have any further questions or would like to speak with a representative directly, please contact us. We are here to help.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/30/2025

   
  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:05/20/2025

  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.

  On 5/19/24, I was instructed to install the iVisa app on my phone when I attempted to purchase a UK travel **** for my wife and me. I went through all the steps as per the instructions by iVisa and was charged $224.82 for both **** applications. I later discovered that the cost of the **** is approximately $16.00 per ****. Therefore, iVisa's fee was approximately $192.00, six times the cost of the ****s. I was able to download from the website notifications that our **** applications were accepted. I have used other **** services in the past, and iVisa's charges were much higher. I complained about the exorbitant fee via email to iVisa and asked for a partial refund to adjust the fee to a more reasonable amount. They replied that since the **** application had already been accepted, they could not give a partial refund of any amount. I should never have used iVisa and will not do so in the future.

  Business Response

  Date: 05/21/2025

  Dear *******,
  
  Thank you for taking the time to share your experience with iVisa. We genuinely appreciate your feedback, and were very sorry to hear that you were dissatisfied with the service and fees associated with your recent UK ETA application.
  
  We understand your concern regarding the cost difference between the governments *** fee and the total amount you were charged. Please allow us to clarify that iVisa is a third-party **** processing company. While the government fee for a UK ETA is indeed lower, our pricing reflects the comprehensive services we offerincluding 24/7 customer support, real-time application tracking, review and correction of submitted information, and a user-friendly platform to guide applicants through the process.
  
  We do our best to be transparent about our pricing, and before payment is made, we clearly display a breakdown of both the government fee and our service fee. That said, we acknowledge that not all customers may notice this distinction during the application process, and we regret that this caused frustration in your case.
  
  While our policy typically does not allow for refunds once an application has been submitted to the government, we reviewed your request thoroughly and, in light of your concerns, we have made an exception. As a gesture of goodwill, weve processed a full refund of our service fee.
  
  The refund will take up to 3 business days to be processed on our end. Once processed, it may take up to 14 business days for the funds to appear in your bank account, depending on your financial institutions processing times.
  
  We hope this resolution demonstrates our commitment to customer satisfaction, and we sincerely regret any inconvenience youve experienced. Your feedback helps us continue to improve our services, and we appreciate the opportunity to make things right.
  
  If you have any further questions or need assistance with anything else, please dont hesitate to reach out to our support teamwere here to help.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:05/16/2025

  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.

  Attempting to contact UK ETA. Was led to believe this was an official government agency. As a retired federal agent, I feel this is fraud or deception. I continued to try to upload pictures, sharing my confidential US Passport picture. I have not received a **** and feel duped. I have sought a chargeback from my credit card carrier.

  Business Response

  Date: 05/21/2025

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to respond and clarify the nature of our services, as well as the steps we have taken to address your concerns.
  
  iVisa is an independent, third-party **** assistance service that specializes in helping travelers navigate international travel requirements, including electronic travel authorizations such as the ** ETA. We are not affiliated with any government or official ******************. Our role is to streamline the application process by offering support, documentation review, and user-friendly tools to enhance the overall experience for travelers.
  
  While our website and service pages do include disclaimers noting that we are a private company, we understand that the digital application process can sometimes be misinterpreted. We strive to be as clear and transparent as possible, and feedback such as yours plays an important role in helping us refine how we present our services.
  
  Regarding the uploading of documentation, we can confirm that iVisa uses secure encryption protocols to safeguard personal data, including passport photographs and application details. We are committed to upholding the highest standards of data privacy and security in accordance with applicable laws and industry practices.
  
  Upon reviewing your file, we note that you submitted a request for a chargeback. Regardless, a full refund has already been processed on our end as part of our customer care policy. Please allow up to ********************************************* your account, depending on your financial institutions timelines. This action was taken as a gesture of goodwill and to ensure your satisfaction.
  
  We regret that your experience did not meet your expectations and understand your concerns. Our team is continuously working to improve clarity, accessibility, and user experience for all our customers. We thank you again for your feedback and the opportunity to respond.
  
  If you have any further questions or need assistance, please do not hesitate to reach out directly to our support team.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:05/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ivisa fraudulently shows up as a UK ***ernment providing **** site. They charge an excuberant fee for a simple UK ETA ****. The ****** website charges $22 for this service anytime. Ivisa imitates the UK *** website and miscleads travelers into paying fees for the sole purpose of betraying travelers. Travels must pay the UK *** only for the ***, 3rd parties like Ivisa use a shady business scheme.

  Business Response

  Date: 05/13/2025

  Dear *******,
  
  I hope youre doing well. My name is *******, and Im reaching out from iVisas Specialized Support Team regarding your recent review on Trustpilot. We appreciate you taking the time to share your thoughts, and Id love to provide further clarification.
  
  Thank you for sharing your feedback. We understand that pricing is an important factor when choosing a service, and we appreciate the opportunity to clarify our fees.
  
  iVisa operates as a third-party service provider dedicated to simplifying the **** application process. Our goal is to ensure a seamless experience by handling the necessary documentation, minimizing the risk of errors, and ensuring timely submission to prevent unnecessary delays. We strive to provide convenience and peace of mind throughout the process.
  
  While our service does include a processing fee, this covers the cost of our expertise, customer support, and the technology that helps streamline the application. We also prioritize transparency by displaying a full price breakdown before checkout so our customers can make an informed decision before completing their purchase.
  
  To address your concerns, we have initiated a full refund of our processing fee as a gesture of goodwill. The refund will be processed on our end within 3 business days. Depending on your financial institution, it may take up to ****************************** your account.
  
  We truly value your feedback and will continue working to provide the best possible service. If you have any specific concerns or questions, please feel free to reach out to our support teamwere here to help!
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

  Customer Answer

  Date: 05/13/2025

   
  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:05/09/2025

  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.

  Hello there. I recently went to purchase *** **** for the ** and when I googled UK ETA **** the **** website came up first. This led me to believe that this was the legitimate government website. I then come to learn that I paid an extra $395.96 dollars compared to the ****** website due to added fees by your company. I had no idea this was a third party company and feel as though this is a deceitful practice trying to take advantage of folks who think they are legit. I am also concerned about the legitimacy of the *** **** provided.

  Business Response

  Date: 05/13/2025

  Dear *******,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely regret any confusion or dissatisfaction you experienced during your recent UK ETA **** application with iVisa.
  
  Please allow us to clarify: iVisa is a legitimate third-party **** processing service, and we are not affiliated with any government entity. Our goal is to simplify the travel documentation process by offering support, step-by-step guidance, and a user-friendly platform. These services include processing, document review, and customer assistance, which are reflected in the service fees charged. However, we understand that the distinction between official government websites and third-party providers can sometimes be unclear, and we are actively working to improve transparency on our site.
  
  We want to reassure you that the UK ETA you received was issued directly by the UK government. It is 100% valid and electronically linked to your passport, ensuring your travel authorization is secure and legitimate.
  
  To address your concerns, we have initiated a full refund of our processing fee as a gesture of goodwill. The refund will be processed on our end within 3 business days. Depending on your financial institution, it may take up to ****************************** your account.
  
  We truly value your feedback, and we are taking your comments seriously as we continue to enhance the clarity of our services and ensure our customers feel fully informed and supported throughout their experience.
  
  Should you have any further questions or require assistance, please do not hesitate to contact us directly.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  

• Initial Complaint

  Date:05/08/2025

  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 wanted to apply for ETA ******** and the first to appear on ****** was Ivisa, they don't specify that they are a third party, so I went ahead and paid the enormous fee to get it. Later I found out that have I gone to the Government website, I would have paid only 11 times less! It still hurts!, what if at the police in ** they would tell me that I don't have an ETA? it's linked to the passport. Should I apply again though the *** website? thank you!

  Business Response

  Date: 05/13/2025

  Dear Djamila,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely regret any confusion or dissatisfaction you experienced during your recent UK ETA **** application with iVisa.
  
  Please allow us to clarify: iVisa is a legitimate third-party **** processing service, and we are not affiliated with any government entity. Our goal is to simplify the travel documentation process by offering support, step-by-step guidance, and a user-friendly platform. These services include processing, document review, and customer assistance, which are reflected in the service fees charged. However, we understand that the distinction between official government websites and third-party providers can sometimes be unclear, and we are actively working to improve transparency on our site.
  
  We want to reassure you that the UK ETA you received was issued directly by the UK government. It is 100% valid and electronically linked to your passport, ensuring your travel authorization is secure and legitimate.
  
  To address your concerns, we have initiated a full refund of our processing fee as a gesture of goodwill. The refund will be processed on our end within 3 business days. Depending on your financial institution, it may take up to ****************************** your account.
  
  We truly value your feedback, and we are taking your comments seriously as we continue to enhance the clarity of our services and ensure our customers feel fully informed and supported throughout their experience.
  
  Should you have any further questions or require assistance, please do not hesitate to contact us directly.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23304849
  
  I am rejecting this response because:

  I couldnt get access to the response. Then yesterday I received an email from Ivisa support team. The only thing is that they asked me to fill out a form and give them my my bank information and I dont give my bank information to any anyone that I dont know .I can I can forward you the email I received and ask for the split. I asked for a better resolution Thank you Djamila Guessoum ***************************

  Sent from Djamila Guessoum (**************************************************************************)

  
  
  Sincerely,
  
  Djamila Guessoum

  Business Response

  Date: 05/21/2025

  Dear Djamila,
  
  Thank you for reaching out and for sharing your concerns.
  
  We completely understand your hesitation in providing sensitive information. However, please note that in order to process your refund, we do require the completed form along with your bank details, as this is necessary for our secure payment system to issue the refund.
  
  Rest assured, the information you provide is handled with the utmost security and confidentiality. Without this information, unfortunately, we are unable to proceed with the refund process.
  
  If you have any questions or would like further verification, our support team is here to assist you. Were committed to resolving this matter and appreciate your understanding.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/22/2025

   
  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 already filled out the form for the banking information, I appreciate your understanding 
  Sincerely,
  
  Djamila Guessoum

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23304849
  
  I already filled out the form for the banking information, I appreciate your understanding
  
  
  Sincerely,
  
  Djamila Guessoum

  Business Response

  Date: 05/28/2025

  Dear Djamila,
  
  Thanks for sharing the information, I can confirm that the refund is in progress on our end.  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.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  

  Customer Answer

  Date: 05/28/2025

   
  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,
  
  Djamila Guessoum