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:05/05/2025

  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 3 2025 we were traveling from ****** to ******* ******** through ******* ********. When we were going through airport check in we were told that as of May 1 we need ******** **** to enter ***************. ******* agent gave us website to apply for ************** Immediately iVisa website opened and I filled all information required for ******** **** except location for ******** address since we were just going through the airport to board next flight. after submitting payment in foreign currency, I learn from Ivisa agent that I got only Thailand digital application card. I ask if there is website for Thailand government site to check the **** status and I was told by Ivisa agent they cannot give me this information. They also claim that they are verifying all the information on applications, since I did not have Thailand address. I could not even apply for ************** I I was also told by Ivisa agent that Thailand does not grant transit ****. Basically I got scammed for $234 of unnecessary **** application.**** *******.

  Business Response

  Date: 05/07/2025

  Dear ****,
  
  I hope this message finds you well. My name is ****** from iVisa's Specialized Support Team, and I'm reaching out regarding your recent review on BBB. We're here to clarify any concerns you raised and assist you further.
  
  After reviewing your Order #*******, we noticed that you requested Thailand Digital Arrival Card which we processed and delivered within the promised timeframe.
  
  It's important to note that iVisa is a third-party service that handles **** applications on behalf of our customers, ensuring all *********************** are uploaded correctly and ****s are processed on time. Our goal is to minimize the chances of **** rejection and avoid additional information requests from the government. Consequently, we have our own processing fee, separate from the government fee.
  
  We would also like to clarify that, according to our refund policy, completed orders are generally not eligible for a refund.
  
  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 for your case.
  
  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.
  
  Thank you for choosing iVisa and for sharing your feedback with us.
  
  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.
  
  Kind regards,
  ******
  
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:05/04/2025

  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.

  This company is deceptively advertising. They do not notify you that they are a 3rd party. The implication from their website is that they are the UK government issue the ***** This is not the case and they are deceptive. I finally found the UK government site and got my UK *** for $22 total! This is $100 less for simply passing my information on to the ** website. They need to clearly advertise that they are a 3rd party vendor. I tried calling and only got an answering machine and no reply.

  Business Response

  Date: 05/07/2025

  Dear *****,
  
  I hope this message finds you well. My name is ****** from iVisa's Specialized Support Team, and I'm reaching out regarding your recent review on BBB. We're here to clarify any concerns you raised and assist you further.
  
  After reviewing your Order #*******, we noticed that you requested ************** ETA which we processed and delivered within the promised timeframe.
  
  It's important to note that iVisa is a third-party service that handles **** applications on behalf of our customers, ensuring all *********************** are uploaded correctly and ****s are processed on time. Our goal is to minimize the chances of **** rejection and avoid additional information requests from the government. Consequently, we have our own processing fee, separate from the government fee.
  
  We would also like to clarify that, according to our refund policy, completed orders are generally not eligible for a refund.
  
  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 for your case.
  
  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.
  
  Thank you for choosing iVisa and for sharing your feedback with us.
  
  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.
  
  Kind regards,
  ******
  
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/18/2025

   
  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:05/02/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against a company located in ******* that I believe engages in excessive and misleading business practices related to **** application services.On April 21, 2025, I conducted an online search for how to obtain a **** for ************* and was directed to this companys website. Believing it to be an official or legitimate **** service provider, I proceeded with an online application for myself and my husband. To my shock, I was charged $98.89 twicenot for the **** itself, but solely for the act of emailing the **** documentation to a single email address.The chargenearly $200 in totalwas for a service that should have cost virtually nothing. Even if the company had physically mailed the documents via ***, the cost would not justify these fees. There was no transparency about the charges or indication that I was dealing with a third-party service provider rather than an official government entity.I believe this company misleads consumers into overpaying for what should be a straightforward and inexpensive process. Their practices feel exploitative and scam-like, especially for travelers who may not realize they are not on an official **** site.I am requesting that this business be investigated and that they be required to provide a clear explanation of their fee structure. I also request a full refund of the $197.78 charged to me.Thank you for your attention to this matter. I am happy to provide documentation of the charges if needed.

  Business Response

  Date: 05/08/2025

  Dear ******,
  
  I hope this message finds you well. My name is ******* from iVisa's Specialized Support Team, and I'm reaching out in response to your recent complaint on BBB. We're here to provide clarification and assist you with the concern you raised.
  
  We understand that **** applications can be a sensitive and sometimes confusing process, especially when navigating through different online platforms. We would like to take this opportunity to clarify our role and address the points you raised.
  
  iVisa is a third-party **** assistance service provider that supports travelers by facilitating the application process. We are not affiliated with any government or official immigration authority. Our services are designed to simplify **** applications by offering support, document verification, and timely submission on behalf of our customers.
  
  We also want to assure you that before any payment is made on our platform, customers are presented with a complete breakdown of the total charges, including both government and service fees. This information is clearly displayed prior to checkout to help users make an informed decision. While our services are optional, some customers prefer to use our platform for the convenience and support it offers.
  
  In your case, our records show that the applications for you and your husband were processed correctly, without delay, and the documentation was delivered to the email address provided during the application. That said, we understand that after completing your application, you discovered the possibility of applying through a government website at a lower cost. While we do our best to ensure transparency throughout the process, we recognize that this situation did not meet your expectations.
  
  As a gesture of goodwill and with your satisfaction in mind, we are processing a full refund of the service fees paid, totaling USD ******. This refund is been issued to the original method of payment. Please note that while refunds are processed on our end within 3 business days, it may take up to 14 business days for the amount to appear in your account, depending on your bank or card issuer.
  
  We appreciate your feedback, and while we do our best to communicate our services and pricing structure clearly, we will continue working on improving the overall experience for our users.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Thank you again for bringing this matter to our attention.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/09/2025

   
  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:04/28/2025

  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 applied for an *** and when I googled how to get one this site appeared and charged a amount of ****** and after further investigation I was told I was scammed, I would like my money back, they should be ashamed of themselves for taking advantage of people trying to have a family vacation

  Customer Answer

  Date: 04/29/2025

  I spoke via chat with them last night as well and they agreed to refund me $149.74 and should receive in the next 14 days.  The $30 charge was non refundable as it was already paid to the government was their reason.  Hopefully they follow through on the refund but I have all of the screen shots and emails if they don't.

  Thanks

  ***

  Business Response

  Date: 04/30/2025

  Dear ***,
  
  Thank you for taking the time to share your concerns with us. We understand how important travel planning is, especially when it involves a family vacation, and we are truly sorry to hear that your experience with our service did not meet your expectations.
  
  We would like to clarify that iVisa is a legitimate third-party service provider that assists travelers in obtaining the required documentation for international travel, including Electronic Travel Authorizations (ETAs). While government websites do offer travel documents at a lower cost, our service includes not only the government fee but also a service fee for the convenience and support we provide throughout the application process. This includes document handling, guidance through the application, real-time support, and careful review of submitted information to minimize errors and ensure a smooth experience for our customers.
  
  We understand that this may not have been clear at the time you applied, and we truly regret any confusion this may have caused. Our website outlines our role as a third-party provider, and we make every effort to ensure our customers are aware of what our service includes before completing their purchase.
  
  Furthermore, we want to reassure you that we are an established and reputable company. iVisa is accredited by the *************************************** (****) and validated by the *********** Code. This accreditation confirms our compliance with the highest industry standards in the travel sector. If you would like to verify our membership, you may do so by entering our bearing number, ********, on the **** code checker available at: *********************************.
  
  Regarding your refund request, we are processing a full refund on our processing fee. Refunds are typically processed on our end within 3 business days. However, it may take up to ************************************************** your account, depending on your banks processing times.
  
  We sincerely regret any inconvenience this situation may have caused and appreciate the opportunity to clarify the value of our services. Your satisfaction is important to us, and we hope this resolution demonstrates our commitment to addressing your concerns promptly and professionally.
  
  Should you have any additional questions or need further assistance, please dont hesitate to reach out to us.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/02/2025

   
  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:04/20/2025

  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.

  On 20 April 2025 I obtained a UK *** **** through IVisa after they appeared as the first item in a ****** search to apply for this ****. There was no indication that this was a third party company, and I followed instructions received to apply for the ***. In addition to the fee for the ETA ****, the equivalent of 16 British pounds (***** Israeli shekels), I was charged an additional "standard" charge of ****** Israeli shekels, for a total of ****** shekels! This is far and beyond the cost of such a ****, and I was misled on the website to believe that IVIsa was in fact the UK government processing agency. I would like a refund of that "standard" processing fee, tacked on to the **** cost.

  Customer Answer

  Date: 04/21/2025

  I am located in *********, ******, not *********, ** as written in your message to me. I applied to iVisa for a UK ETA with my US passport.

  Business Response

  Date: 04/21/2025

  Dear ****,
  
  I hope youre doing well. My name is *******, and Im reaching out from iVisas Specialized Support Team regarding your recent complaint 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.
  
  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.
  
  Regarding your refund request, 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 are making a one-time exception and issuing a full refund on our processing fees 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.
  
  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, ******************************
  
  

  Business Response

  Date: 04/28/2025

  Hello ****,
  
  We have already approved the refund of ILS ****** on our side. 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.
  
  If you have any further questions or need assistance, feel free to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  

  Customer Answer

  Date: 04/28/2025

   
  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,
  
  **** *********

• Initial Complaint

  Date:04/20/2025

  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.

  When the flight provider advised me to obtain a tourist **** to enter the country and provided the link to use to achieve that it took me to iVisa. The time frame needed to obtain this was short but they provided a super fast option which I paid for. This was false advertisement as when the application was also insured for the chance of not completing, they submitted it on the day it was to be completed to dodge the denial insurance. So not only did they not deliver as promised for much higher fees than others, you cant get a response in order to make an informed decision to cancel or proceed elsewhere. The bot chat is useless and if needing an agent in order to try to rectify they discontinued chat several times and not rectified. This company has cost much more than the **** application and refuses to provide or communicate their failure to the applicant. Do not recommend

  Business Response

  Date: 04/21/2025

  Dear *******,
  
  I hope this message finds you well. My name is ******* from iVisa's Specialized Support Team, and I'm reaching out in response to your recent complaint on BBB. We're here to provide clarification and assist you with the concern you raised.
  
  Thank you for bringing your concerns to our attention. We are sincerely sorry to hear about your experience and appreciate the opportunity to address your complaint regarding the Brazil Tourist eVisa application processed through iVisa.
  
  We understand your frustration and disappointment, especially considering that you selected our ****************** expecting a quick turnaround time. At iVisa, we take service timelines seriously and strive to provide transparent and efficient support throughout the **** application process. However, after a thorough review of your case, we would like to clarify the sequence of events and the reasons that contributed to the delay.
  
  Upon receiving your application for the Brazil Tourist eVisa, our team promptly began processing it in accordance with the ****************** timeline. However, during the verification stage, we identified that some essential information required to proceed with the application was missing. This additional information was not something we could overlook, as it was a specific requirement from the ******************** to proceed with your application.
  
  As soon as this issue was identified, we contacted you requesting the necessary details so we could submit a complete and compliant application. Unfortunately, the time taken to gather and receive this additional documentation contributed to the delay in submission. We regret any confusion or inconvenience this may have caused, but please understand that submitting an incomplete application would have led to rejection or further delays from the government side.
  
  Once we had the complete information, we submitted the application as quickly as possible. However, the processing time on the governments end exceeded the expected timeframe, which is unfortunately outside of our control. While we aim to provide accurate estimates, we must also rely on government entities whose internal processing timelines can vary, especially during periods of high demand or policy changes.
  
  We also acknowledge your concerns about the communication you received during this process. While we use automated systems (such as bots) to provide immediate responses for common inquiries, we want to assure you that your case was reviewed and managed by live support agents who were available to assist you and did so during your interactions with us. That said, we recognize that you did not feel the communication was clear or timely, and for that, we sincerely apologize. We are taking this feedback seriously and will continue to enhance our customer support experience to ensure clarity and transparency in all communications.
  In recognition of the inconvenience you experienced and because your application is still pending, we have requested a full refund for your order. This is a gesture of goodwill and our way of acknowledging that your expectations were not met.
  
  Please rest assured that your experience does not reflect the high standards we strive to maintain at iVisa. We are continuously improving our processes to ensure better accuracy, transparency, and customer satisfaction.
  
  If you have any additional questions or if there's anything else we can assist you with, please feel free to reach out directly to our customer support team. We truly value you and hope to have the opportunity to serve you better in the future.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

• Initial Complaint

  Date:04/19/2025

  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.

  They charged me for another years subscription when I didn't apply for one. I tried to contact and got bots playing word games saying they wouldn't refund the money. Total scam and the service didn't work anyway.

  Business Response

  Date: 04/21/2025

  Dear ******,
  
  I hope this message finds you well. My name is ******* from iVisa's Specialized Support Team, and I'm reaching out in response to your recent review on BBB. We're here to provide clarification and assist you with the concern you raised.
  
  We apologize for the bots, as you're eligible for a refund for the subscription renewal. The refund for your order total, amounting to USD *****, has already been processed. We sincerely apologize for any inconvenience caused.
  
  The refund should be issued within the next 3 business days, but it may take up to ****************************************************** your payment method - this is a standard processing time related to the refund process.
  
  Notwithstanding, we thank you for choosing us and for taking your time to leave a review regarding our services. Please rest assured that your satisfaction remains our foremost priority and we are committed to resolving this matter to your full satisfaction.
  
  We hope that you have a great week and if you need any other help, we are here for you.
  
  *******,
  ?Specialized Support Team ******************************

• Initial Complaint

  Date:04/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16th, 2025, I was directed to this site in order to comply with the new *** **** requirements. It was not made clear to me (especially not by the website itself) that this was a third party service. I paid ****** after being manipulated into believing this was the only service to get my new **** in time for my flight. There is no effort on the companys part to be transparent about the process, let alone in clarifying that it is not affiliated with the UK government, something that was only made clear after it was too late. Moreover, website marketing suggests that they alone provide this fast service which is blatant false advertising.

  Business Response

  Date: 04/21/2025

  Dear *******,
  
  I hope youre doing well. My name is *******, and Im reaching out from iVisas Specialized Support Team regarding your recent review on ****** Play. We appreciate you taking the time to share your thoughts, and Id love to provide further clarification.
  
  Thank you for bringing your concerns to our attention. Were sorry to hear that your experience with iVisa did not meet your expectations, and we appreciate the opportunity to clarify and resolve the matter.
  
  iVisa is a private, third-party company that helps travelers obtain visas and other travel documents. We are not affiliated with any government, and while we make efforts to disclose this on our website, we understand that in your case, it may not have been as clear as it should have been. We take this feedback seriously and are actively reviewing our website content to ensure that this information is more prominent and unmistakable for all users.
  
  Regarding the cost of our service: the total amount of ****** you paid included both the official ***************** fee and our service fee of ******. Before completing the application, we provide a full breakdown of these fees, and we aim to be transparent about the costs associated with the convenience, support, and expedited processing we offer. However, we understand your concern and the impression that our service was the only available option for obtaining the ETA.
  
  We also take your comments about our marketing seriously. Its not our intention to suggest exclusivity, and we will be reviewing how our services are presented to make sure its clear that iVisa is an optional service provider.
  
  As a gesture of goodwill and in response to your concerns, we have issued a full refund of our processing fee in the amount of ******. This refund has been processed and should appear on your original payment method shortly, depending on your banks processing timeline.
  
  We regret any confusion or inconvenience this experience may have caused. Your feedback is important to us and helps us improve. If you have any further questions or need assistance, please dont hesitate to reach out to us at *************************************************************** or via our 24/7 live chat on our website.
  
  Thank you again for taking the time to share your feedback.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 04/24/2025

   
  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:04/15/2025

  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.

  On April 15th, I started search to sign up for an E**** to ***** and due to a misleading ad I ended up on IVISA's website. I ended up paying $123 USD which is not the legitimate site of the government. I was unaware that this was a third-party service, and I feel misled, as it seems like a scam designed to exploit a new process by charging more than actual required cost and time for services. I am extremely disappointed with this company and believe they should be more transparent in their practices. I now need to visit the official Kenya website to confirm that I actually have a valid **** and will be reapplying so that I am absolutely in compliance. I will be traveling alone and this is very concerning.

  Business Response

  Date: 04/21/2025

  Dear *****,
  
  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.
  
  Were sorry to hear about your experience and understand your frustration. Wed like to clarify that iVisa is a legitimate third-party service provider that assists travelers in obtaining travel documentation, including eVisas, for various destinations worldwide. Our services include application review, correction of missing or incorrect information, customer support, and ensuring compliance with government requirements. These additional services are reflected in our fees.
  
  Before completing any purchase, we display a clear breakdown of our service fee and the government fee on our website. This transparency is intended to help customers make an informed decision before proceeding. However, we understand that in some cases, the distinction between our services and those of the government may not be immediately clear, and we appreciate your feedback on this.
  
  Regarding your concern about the status of your ***** your application was not yet completed, as we were awaiting further information from you. Given the circumstances, we have processed a full refund of USD $122.98, which will be returned to the original method of payment. Please note that it may take up to 14 business days for the refund to reflect, depending on your financial institution.
  
  We truly regret any confusion or inconvenience this may have caused, and we thank you for the opportunity to resolve this matter. Should you need further assistance or have additional questions, please dont hesitate to reach out to our support team.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:04/12/2025

  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.

  Tried to get a **** to ** for upcoming trip. Didn't realize this is a 3rd party company which charges exorbitant fees for service. This is not disclosed readily. I would like my application cancelled and refunded or extra fees refunded.

  Business Response

  Date: 04/15/2025

  Dear ******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience you experienced during your **** application process.
  
  iVisa is an independent third-party service provider and is not affiliated with any government agency. Our mission is to simplify the **** application process by offering a user-friendly platform, step-by-step guidance, and dedicated support to help travelers navigate complex requirements with greater ease. We do charge a processing fee for these services, separate from any government fees. That said, we recognize the importance of transparency and are continuously working to make our third-party status and all related costs more clearly visible throughout the application process.
  
  Regarding your refund request, I can confirm that a refund of the iVisa processing fee is in progress. The refund will be returned to the same method of payment used for the original transaction. Please note that it may take up to ****************************** your account, depending on your financial institution.
  
  We appreciate your feedback, as it helps us improve both our service and communication. Should you have any further questions or need additional assistance, please dont hesitate to reach out. Your satisfaction is very important to us.
  
  Sincerely,
  
  *******
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