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:04/09/2025

  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.

  Over the period of April 6, 2025 to April 8, 2025 I applied for ** ETA visas for my father, wife, and myself online. When I searched for online applications for the UK ETA ***** the first site that pops up is iVisa. This site for all appearances comes across as the official site for applying for the UK ETA ***** There is no transparency on this site, they do not advise you that they are a third party service applying for your UK ETA ***** The site claims to simplify the application process. In fact the process is equally simple on the UK government site. They scam you into thinking this is the official site. Although you still end up with a legitimate UK ETA ***** you will pay 10 times the amount that you would on the UK government site. Instead of paying $54 CDN for three visas we paid $508.35 CDN for three visas. Not only have I been scammed into paying an absurd amount of money, I have also shared my personal data with them.I have gone down the rabbit hole trying to contact the company on multiple occasions, through email and on their chat line but to no avail. I would like my $450.00 CDN refunded.

  Business Response

  Date: 04/11/2025

  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 taking the time to share your concerns. We understand your frustration and appreciate the opportunity to provide clarification about your experience with iVisa.
  
  iVisa is an independent third-party service provider that assists travelers in preparing and submitting **** applications. We are not affiliated with any government or embassy. Our platform is designed to help simplify the application process by offering step-by-step guidance, document review, and customer support throughout the procedure. While this may not have aligned with your expectations, our service offering, fees, and terms are disclosed on our website.
  
  We recognize that government websites may also offer **** applications directly at a lower cost. However, many customers choose to use our services for the added support, ease of use, and time-saving benefits.
  
  With regard to data security, we want to reassure you that any information provided through our platform is managed with strict privacy protocols. We use encryption and other protective measures to ensure your data remains secure at all times.
  
  Weve reviewed your contact history and understand your attempts to reach our support team. Our system initially routes users through an automated assistant designed to triage inquiries efficiently. In some cases, a response or selection is needed to escalate the conversation to a live agent. We're continuously working to improve this flow for better accessibility and service.
  
  Although your UK ETA ****s were processed successfully and the application is not eligible for a full refund, we have issued a full refund of our processing fees as a courtesy. The total refund amount is CAD ******, which will be returned via the same method of payment. Please allow up to 14 business days for the transaction to be completed, depending on your bank or payment provider.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out to us at ************************************** Were here to help.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  

  Customer Answer

  Date: 04/11/2025

   
  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:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am awaiting for a refund that should have been issued 2 months ago. The customer service is non existent, they are not able to provide a proof or refund or the last 4 numbers of the credit card that has been refunded.

  Business Response

  Date: 04/11/2025

  Dear Issyaka,
  
  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 taking the time to share your concerns. We sincerely apologize for any inconvenience or confusion you've encountered, and we truly appreciate the opportunity to clarify what happened regarding your transaction and the refund request.
  
  After a thorough review of your case, wed like to explain that the payment associated with your transaction was voided on the same day it was initiated. This means that while your card was pre-authorized, the transaction was canceled during the authorization window and the funds were never captured or withdrawn from your account.
  
  Since the payment never settled, no refund could be issued because no funds were actually transferred to us. Its important to note that a voided transaction can still appear temporarily on your bank statement as a pending charge, which may understandably cause confusion. Typically, such pre-authorizations are automatically released by banks within 714 business days, depending on their internal processing times and policies.
  
  Given that it has now been more than two months since the attempted transaction, and if the charge still appears unresolved on your end, we recommend contacting your bank's second-tier support team or dispute resolution department. They are best equipped to investigate the hold and manually remove it if it hasnt been cleared already.
  
  To support this process, we have attached a PDF document that contains full confirmation of the voided transaction. This document includes detailed information about the payment such as the date, card details (including the last four digits), and the authorization status to assist your bank in identifying and resolving the issue.
  
  We recognize how frustrating this situation can be, especially when youre left waiting for resolution without clear answers. We sincerely apologize if our communication thus far did not meet your expectations. At iVisa, we are committed to transparency and customer care, and your feedback is being taken seriously to help improve the experience for future customers.
  
  Please dont hesitate to contact us if you need further assistance, have questions about the **** or would like our support in communicating with your bank. We're here to help and want to ensure this matter is fully resolved to your satisfaction.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:04/06/2025

  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 March 5th, I wanted to purchase *** for our travel to the **. For some reason, I ended up on IVISA's website. I ended up paying $233 USD for two ETA's - which I found out go for 10 pounds each on a legitimate site.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 ten times the actual required amount. I am extremely disappointed with this company and believe they should be more transparent in their practices. I now need to visit the official UK website to confirm that I actually have a valid ***.

  Business Response

  Date: 04/08/2025

  Dear *******,
  
  Thank you for taking the time to share your feedback. I understand your concerns and appreciate the opportunity to respond.
  
  We recognize that the application process for travel documents can sometimes be confusing, especially when new systems like the ** ETA are introduced. Our goal at iVisa is to offer a streamlined and user-friendly alternative for travelers who prefer assistance in navigating these processes. iVisa is an independent third-party service provider, and while we are not affiliated with any government entity, we make it a priority to clearly state this on our platform.
  
  Our service includes a range of benefits such as error-checking, 24/7 customer support, and step-by-step guidance, which is reflected in our service fees. We understand, however, that for some customersespecially those only seeking the governments base ratethe difference in cost can be unexpected. We appreciate your feedback regarding the clarity of our website and will continue working to improve how our services and fees are communicated.
  
  Regarding your ETA application, please rest assured that if you received a confirmation from us and your application was approved, your ETA is valid. That said, you are of course welcome to verify the status of your travel authorization directly through the official UK government website for your own peace of mind.
  
  In the interest of supporting you further, I have submitted a request for a full refund of our processing fee. While we do charge for the services we provide, we understand that in this instance, you felt the experience did not meet your expectations, and we want to do what we can to make this right. 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.
  
  Your feedback is valuable, and we will continue to use it to improve our service. If you have any further questions or need assistance with anything else, please dont hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  ******* *********

  Customer Answer

  Date: 05/01/2025

  iVisa previously confirmed that a refund would be issued within three business weeks. However, this timeframe has now passed, and I have not received the promised refund.

  Business Response

  Date: 05/08/2025

  Dear *******,
  
  Thank you for reaching out, and I sincerely apologize for the delay in your refund. Upon checking, I can confirm that there was indeed a slight processing issue on our end, but the refund has already been approved and processed from our side.
  
  Depending on your banks processing times, the refund should reflect in your account soontypically within 14 business days.
  
  We truly appreciate your patience and understanding. If you have any other questions, feel free to reply to this email.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 05/20/2025

   
  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:04/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was instructed to use the iVisa webpage to obtain a **** for a trip to ******* in late February 2024. After paying, another help desk associate informed me that a **** was not needed. I never received the **** during or even after our trip and have reached to request a refund with no response. I have tried disputing the charge with ****** but they have been of no assistance. When I log into the iVisa webpage under my account the **** process is listed as Cancel. No further information or communication has been provided.

  Business Response

  Date: 04/04/2025

  Dear ********,
  
  Thank you for contacting us and sharing your concerns. We're sorry to hear about your experience and appreciate the opportunity to explain the situation in more detail.
  
  When you submitted your application through the iVisa platform, the document processed was not a **** but rather a mandatory travel document required for entry into Curaao. While Curaao does not require a traditional **** for many nationalities, certain entry requirements, such as a digital immigration card or health declaration, must still be completed prior to travel. Our service helps travelers fulfill those obligations to ensure a smooth entry process.
  
  According to our records, your application was completed but is currently marked as Cancelled in your iVisa account. This may have occurred either due to a user action or an internal flag, and unfortunately, we did not receive follow-up clarification from you before the matter escalated to a dispute.
  
  We understand that you attempted to resolve this by opening a dispute through ******. Please note that once a chargeback is initiated, we are not able to issue a refund directly, as the transaction is placed under investigation by ******. Their chargeback process can take anywhere from 30 to 180 days to be finalized. Until we receive the final outcome of that investigation, we are unable to take further action on the refund request.
  
  As of now, the chargeback remains under review by ******. If their decision is made in your favor, the funds will be returned to you directly. If the outcome supports our position, we will then be able to reassess your request for a refund internally and proceed accordingly.
  
  We also want to sincerely apologize if you felt that communication from our team was lacking during this process. We are currently reviewing the matter internally to understand where we might have fallen short and to ensure our support team responds more promptly and clearly in the future.
  
  We ask for your continued patience as we wait for ******* final resolution. We will make sure to notify you as soon as any update is available.
  
  If you have any further questions or would like to speak directly with a member of our support team, please dont hesitate to reach out to us. We appreciate your understanding and hope to resolve this matter as soon as possible.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23142750
  
  I am rejecting this response because I would like to wait until I receive an official response from ****** before I opt to close this case. According to the timeline of the ****** site, I should hear back by April 25. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/21/2025

  Dear ********,
  
  Thank you for your response and for keeping us informed.
  
  We completely understand your decision to wait for the official outcome from ****** before closing the case. As you rightly noted, ******* review is currently ongoing, and their final decision is expected by April 25.
  
  At this stage, we must also await ******* resolution before taking any further steps on our end. Once their investigation is concluded, we will be able to either proceed with the refund or review the case internally, depending on the outcome.
  
  We appreciate your patience and will continue to monitor the case closely. Please rest assured that we are here to support you and will follow up as soon as we receive an update from *******
  
  Should you have any questions in the meantime, please dont hesitate to reach out.
  
  Warm regards,
  
  *******
  ************************************start="1024" data-end="1027"> ******************************

  Customer Answer

  Date: 06/03/2025

  Hello, 
  ****** has removed the dispute for the $139.98 so that a refund can be processed. 

  Business Response

  Date: 06/05/2025

  Dear ********,
  
  Our team has confirmed that the ****** case still appears to us as Under Review, which means the bank has not yet made a final decision. As a result, we currently do not have the option to issue a refund directly.
  
  We recommend allowing a few more days to reach out again, as it can take some time for payment gateways to update the case status.
  ??
  We appreciate your understanding, and please let us know if you have any additional questions or concerns in the meantime.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 06/16/2025

   
  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:03/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a ******* using ivisa yesterday. Tried to cancel today. They made it impossible to do this . ***** put me in a loop with an AI bot who did nothing.

  Business Response

  Date: 04/04/2025

  Dear ********,
  
  Thank you for sharing your feedback, and we sincerely apologize for the frustration you experienced while trying to cancel your **** application.
  
  We understand how important it is for our customers to have a smooth and transparent cancellation process. While our automated assistant followed the correct workflow, we acknowledge that the experience may not have been as clear or helpful as expected. We're truly sorry for any inconvenience this caused.
  
  Please be assured that your cancellation request has been fully processed, and a complete refund has been issued as requested. Kindly note that depending on your bank or financial institution, the refund may take up to ****************************** your account.
  
  We appreciate you bringing this to our attention, and your feedback is helping us improve our service to better support our customers in the future.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:03/30/2025

  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.

  on March 26th, I attempted to purchase to ***'s for entry into the **. For some reason, I ended up on IVISA's website. I ended up paying $223.90 for two ETA's which I found out go for 10 pounds each on a legitimate site. This is an extremely difficult company to follow up with. You can't talk to anyone, and are only directed to What'sUp or their Bot. I tried to communicate with the Bot, but was continually told they couldn't locate my email-even though I gave them my order #. I have contacted **************** and told them not to accept this charge. I just am so angry they have copies of our passports. Totally frustrating company to work with. Something needs to be done about them.

  Business Response

  Date: 03/31/2025

  Dear Jan,
  
  We sincerely regert the frustration youve experienced and appreciate you bringing this to our attention. We want to clarify our services and address your concerns directly.
  
  iVisa is a third-party **** processing service that assists travelers by streamlining the application process, providing step-by-step guidance, reviewing applications for accuracy, and offering 24/7 support. Our fees reflect these additional services beyond the standard government application cost. However, we understand that you were not aware of our role as a third-party service provider, and we truly regret any confusion this may have caused.
  
  We are also very sorry for the difficulties you encountered when trying to reach our support team. Our goal is to provide efficient and responsive customer service, and we will investigate why your email was not recognized to improve our communication channels.
  
  To resolve this matter, we have initiated a full refund of our service fees. Please note that the refund may take up to 14 business days to process and will be issued through the same payment method used for your purchase. You will receive a confirmation once the refund is completed.
  
  We truly regret any inconvenience this experience has caused and appreciate your feedback, as it helps us improve our services. If you have any further concerns, please feel free to reach out, and we will be happy to assist you.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 03/31/2025

   
  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,
  
  Jan House

• Initial Complaint

  Date:03/26/2025

  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 February 16, 2025, I went online to obtain ETA Visas for an upcoming visit to ****** for my husband and me. I went to what I thought was the ****** website which is where I understood you needed to go to obtain the Visas. Together, my husband and I provided all the requested information and at the end, it showed an incredibly high amount due of $223.15. We were shocked as we couldn't imagine having to pay so much, but proceeded with the transaction as we knew we had no choice but to get the Visas since we were already booked for our trip. This morning, I read an article about the *** visas which said they cost 10 pounds! Concerned that we might have been scammed, we immediately went to the ****** site and followed instructions to verify that our reference numbers were in their system and linked to our passports. Neither reference number existed in the ****** system and it showed we had NO ETA Visas! We then proceeded on the ****** site and began the process to purchase and secure the required Visas. We were able to get actual ETA Visas for both of us at just 12 pounds each. Had I not read that article and checked on the actual existence of our ETA Visas, we would have faced a total nightmare upon arrival in the **. Not only were we charged an exorbitant amount by this company, we actually believed we were on an official ******* site when we did the transaction. I realize that I am 76 years old and maybe not versed in daily Internet transactions, but this company clearly was attempting to look like an official site. Our bogus reference numbers were: 2021-2502-1697-3998 for ***** ******** *****. And 2021-2502-1648-5621 for ****** ******* *****. We are hoping that you can please assist us in getting a refund for the dollars we spent on a service that did not provide us with the promised Visas. This is really upsetting and deeply wrong. We so very much appreciate your help.

  Business Response

  Date: 03/31/2025

  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 would like to deeply understand what happened in your case so we can help you right away. As we couldn't locate an Order ID linked to the information displayed on BBB, could you kindly reply with your order number?
  
  This will allow us to assist you more effectively and provide the support you need.
  
  We're here to help!
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:03/25/2025

  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.

  I was looking to get an *** for the UK and ivisa is the first result in ******. The site looks legitimate but after completing the transaction I discovered that they charge $112 US for the *** the UK government issues for $12 US. Additionally, "the UK government only authorizes applications through its official channels: the UK *** app or the ****** website" so the *** may not even be valid.

  Business Response

  Date: 03/31/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the cost of your UK ETA application, and wed like to clarify a few important points.
  
  First and foremost, we want to assure you that your UK ETA is valid and has been officially issued by the UK government. While it is true that the UK government only accepts applications through its official channels, iVisa acts as a third-party facilitator, handling the application process on your behalf. We submit your application directly to the official UK government platform, ensuring that you receive a legally recognized ETA.
  
  Regarding pricing, we acknowledge that the UK government offers the *** at a lower cost. However, our service fees cover additional benefits such as error-free application reviews, step-by-step guidance, 24/7 customer support, and assistance with any issues that may arise throughout the process. Our goal is to simplify the experience and provide peace of mind for travelers.
  
  That being said, we understand that you were not aware of our role as a third-party service provider at the time of your application. Transparency is important to us, and we take your feedback seriously. To address your concern, we have initiated a full refund of our service fees. Please note that the refund process may take up to 14 business days and will be processed using the same payment method you originally used. You will receive a confirmation once the refund has been completed.
  
  Additionally, we want to reassure you that iVisa is a legitimate and accredited **** processing service. We are accredited by the *************************************** (****) and validated by the **** Agency Code, confirming our commitment to the highest industry standards. You can verify our accreditation by entering our bearing number ******** in the **** code checker here: *********************************.
  
  We sincerely regret any confusion and appreciate the opportunity to address your concerns. If you have any further questions or need assistance, please dont hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:03/25/2025

  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.

  The UK has a new requirement to apply for ****. When I searched this the ivisa came up first and appeared legitimate. I paid $445.24 for all my family members and myself to travel to the **. I recently found out that my friends spent approximately $52 total! I had no idea this was a third party entity, I felt that this was a scam meant to take advantage of a new process needed and charging 10x the amount that is actually required. I am very upset by this company and feel they need to be more transparent. I still need to go to the official UK website and ensure that I actually have an ETA.

  Business Response

  Date: 03/31/2025

  Dear *******,
  
  We sincerely appreciate your feedback and understand your frustration regarding the cost of your ETA application. We would like to take this opportunity to clarify our services and address your concerns.
  
  iVisa is a third-party **** processing company that offers a streamlined and user-friendly experience for travelers seeking various travel authorizations, including the ** ETA. While it is true that government websites offer ****s and travel authorizations at a lower cost, our pricing reflects the comprehensive services we provide.
  
  This includes step-by-step guidance, error-free application reviews, 24/7 customer support, and handling of all necessary documentation to ensure a smooth application process. Our goal is to minimize the hassle and uncertainty that often comes with **** applications, giving our customers peace of mind.
  
  We want to assure you that iVisa is a legitimate and trusted company. We are accredited by the *************************************** (****) and validated by the **** Agency Code. This accreditation confirms our adherence to the highest industry standards, ensuring a reliable and secure **** processing experience. If you wish to verify our membership, you can enter our bearing number, ********, in the **** code checker here: *********************************.
  
  That being said, we understand that you were not aware of our role as a third-party service provider at the time of your application. Transparency is very important to us, and we will take your feedback into account to improve our communication about pricing and services.
  
  To address your concern, we have initiated a full refund of our service fees. Please note that the refund process may take up to 14 business days and will be issued via the same payment method used for the original purchase. You will receive a confirmation once the refund has been processed.
  
  We regret any confusion or inconvenience this may have caused and truly appreciate the opportunity to clarify our services. If you have any further questions or need assistance with your ETA verification, please do not hesitate to reach out to our support team.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 03/31/2025

   
  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:03/20/2025

  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.

  We were incorrectly told that we needed a **** to flu to the ** (we didn't). We went online to apply for one while we were at airport and it was only supposed to be $12. It forced us to put in the day we were flying which was same day. It was the only option that iVisa allowed. I uploaded all documents and then was charged a $199 on top of the ****s that we didn't even need. The flight attendant even told us that we should NOT have been charged a $199 fee and it was unnecessary. We tried to contact the company right then but there was no way to call and we were leaving the country.

  Business Response

  Date: 03/25/2025

  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 reaching out and sharing your concerns. We understand your frustration and appreciate the opportunity to clarify the situation.
  
  iVisa is a third-party **** processing service designed to simplify the application process for travelers by offering expert guidance, application review, and 24/7 customer support. Our services come with a service fee, which is separate from government fees, and we strive to provide transparency throughout the process.
  We want to clarify that using iVisa is not mandatory, and travelers are free to apply through official government channels if they prefer. Additionally, the total amount you were charged included our service fee for processing and reviewing the application.
  
  Regarding the urgency of your application, our system provides different processing options based on the date of travel, and we regret any confusion this may have caused.
  
  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 of our processing fee in the amount of USD 199.99. 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 appreciate your feedback and regret any inconvenience. If you have any further questions, please dont hesitate to contact us.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  *** ******