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:03/19/2025

  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.

  My daughter is going to the *********************** and recently asked me to come visit and advised me I needed to have a new UK EKA **** to enter ******************. I purchased my airline ticket and as I was completing my airline ticket price, it sent me through a ************** link to complete the iVisa application to be within compliance of the new UK entry requirements. I completed the application process and paid $111.45 on 2/8/25. My trip was not departing until February 27 of 2025 at no point did it say that I was going to have to pay an expedited fee of ***** in fact on my receipt the $***** price is listed as a standard fee not expedited fee. I have since returned from the ** and when I was abroad my daughters roommates explained iVisa is very misleading by attaching themselves to airline government forms having the customer think they are the required outlet to purchase the UK ETA application. My son is about to go abroad and I just had to purchase his UK *** and paid a little over $12 versus the $111.45 that I spent was taken advantage by iVisa. This is truly disappointing to find out how companies like this take advantage of novice travelers when we are already spending a large amount to travel, in this case to see my daughter at university. Is there any recourse for an inexperienced person like myself in this situation. So very disturbed by this revelation and outcome.

  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 experience. We understand your concerns and appreciate the opportunity to clarify the details of your UK ETA application.
  
  At iVisa, we are committed to simplifying the **** and travel authorization process by offering a guided, hassle-free experience. The total $111.45 you paid consists of:
  
  - iVisa Service Fee: USD ***** This covers our expert assistance, application review, 24/7 customer support, and a streamlined process to reduce errors and delays.
  - Government Fee: USD ***** The official cost required for the UK ETA application.
  
  We understand that finding a lower-cost alternative after purchasing a service can be frustrating. However, our customers choose ******************** for the convenience, security, and support we provide, ensuring a smooth and stress-free application process.
  
  Additionally, we want to assure you of our legitimacy. iVisa is accredited by the *************************************** (****) and validated by the *********** Code. This accreditation confirms our adherence to the highest industry standards for reliable **** processing. You can verify our membership by entering our bearing number, ********, in the **** code checker here: *********************************.
  
  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 issue a full refund in our processing fee (Amount USD *****). 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 confusion. If you have any further questions or need assistance with future travel needs, please dont hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a U.S. passport holder. I am taking a cruise to **. Per the cruise line, I will need to apply an UK *** for disembarkation at ***********. That application (ETA) was totally new to me. I went online and filed an *** application from iVisa. The website showed as an official UK *** website. It never presented itself as a third party or an agent. I was charged for $111 for the application. As a foreigner, that process or application was totally new to me. I had no idea how much the actually ETA costed. Afterward i checked online and saw that the *** fee was about $10 only. I contacted the IVisa asked for a refund. I told them that it is considered a scam since they never explained or indicated that they were not the UK *********** type of business is a scam and unacceptable. I would ask for a full refund. I dont need their service to apply for an ETA.

  Business Response

  Date: 03/19/2025

  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 message on BBB. We're here to provide clarification and assist you with the concern you raised.
  
  Thank you for your feedback regarding your ******* application, which was processed through our platform. We understand that transparency is essential when using online services, and we would like to clarify a few points regarding our role and pricing structure.
  
  iVisa is a private third-party service provider that specializes in assisting travelers with **** and travel authorization applications. We do not represent or claim any affiliation with government authorities. Our website clearly states that we are an independent entity, and we provide services that include document review, customer support, and guidance throughout the application process to ensure accuracy and efficiency.
  
  Regarding pricing, we acknowledge that government fees for travel authorizations may be lower when applying directly through official channels. However, our service fees cover added benefits such as step-by-step assistance, error-checking, 24/7 customer support, and a user-friendly application process designed to minimize the risk of delays or rejections. These additional services offer convenience and support that many travelers find valuable.
  
  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 willing to make a one-time exception and issue a full refund on our processing fee (Amount USD 98.99)in this case.
  
  We appreciate your feedback and the opportunity to provide clarity on our services.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:03/14/2025

  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.

  March 11 and 12, 2025.Tried to obtain a ETA **** for tourist travel to the ***On a ****** search, iVisa was on or near top of search results.The ************************ site immediately asked for payment details.I maneuvered through iVisa application and got stalled near the end when the program malfunctioned.The next morning, I received an email from iVisa that said I needed to complete the order. At the time I noticed that previous emails from iVisa were missing. I screen shot this email because of the missing earlier emails. I tried contacting iVisa but was told they did not have my email address. I gave up on iVisa, found ****** and successfully completed my *** on ****** the afternoon of March 12. This morning I discovered the iVisa posted transaction on my **************** **** account. I've been trying to get a refund from iVisa but the *** simply tells me they obtained my ETA. They did not provide anything. The email account shows an email from iVisa an hour after I obtained my only *** from ******.

  Customer Answer

  Date: 03/15/2025

  This morning, Saturday, March 15, iVisa sent an email refusing a refund. In the email, iVisa acknowledges that it had a wrong email for me. By not verifying my email during my original online transaction, iVisa could never complete the transaction. When I tried to reach iVisa and failed through no fault of my own, I obtained a UK *** **** directly from **********. I had tried, unsuccessfully to contact iVisa by chat, WhatsApp, telephone and email. Finally, Friday, I finally found a telephone number after several ****** searches and left a voice mail message requesting a full refund.

  It does me little good to pay for "Expedited" 24-hour service and receive a UK ETA ****, not in the promised 24 hours, but four days later.

  Business Response

  Date: 03/19/2025

  Dear ********,
  
  Thank you for taking the time to share your feedback. My name is ******* from iVisa's Specialized Support Team, and I wanted to personally address the concerns your husband raised.
  
  First, I deeply regret this situation, and Im here to provide clarification and assist you with the concern you raised.
  
  To clarify, iVisa operates as a third-party service provider. Our goal is to make the **** application process as smooth and stress-free as possible by managing all the documentation and ensuring timely submission to avoid delays or errors. While we do charge a processing fee for this service, the full price breakdown is displayed prior to checkout to ensure transparency.
  
  Additionally, it's important to keep in mind that we move forward with the application based on the information submitted by the applicant directly, including the email address. Unless we receive a request to correct this information, I'm afraid we have no notification that it was erroneously submitted.
  
  Now, about the refund inquiry, I can see that our team has already refunded the full amount of USD ****** back to your account as a one-time exception. You should be getting these funds back in up to 14 business days, depending on your bank's processing time.
  
  That said, your feedback is incredibly important to us. It helps us identify areas where we can improve and better meet the expectations of our customers. If theres anything we can do to make up for this experience, such as providing further clarification, or reviewing your concerns, please dont hesitate to let us know.
  
  We appreciate the opportunity to address this directly with you. Please feel free to reach out if you have any further questions or require assistance.
  
  Warm regards,
  
  Esteban 
  Specialized Support Analyst, ******************************
  
  
  

• Initial Complaint

  Date:03/11/2025

  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 7 march 2025 I found that I needed to get a new **** for my trip to the ** in May. I did a web search on ****** and found iVisa front and center sounding like they are the UK government official source for these documents. I fell victim and paid $197.98 in service fees for a very simple document that I recently found should have only cost me $24 for my wife and I through the actual government website. I am writing to express my disappointment and frustration with the predatory practices of iVisa. I strongly feel their practices are biased and is a scam tricking people to pay an unreasonable processing fee to a third party. Nowhere in the application process did iVisa indicate that they were a third party charging these high processing fees. After submitting all of my information, I was only told the total amount due without any breakdown of what the charges were for. In addition, since completing the iVisa application I have experienced a sudden, large volume of spam in my email and phone texts. I am sincerely concerned about what this company will do with my home address and passport information! They've clearly sold my private information, and I have no idea how far it's going to go. This is not a business with integrity. It is unacceptable for a company to profit from misleading and overcharging customers so dramatically! It is imperative that iVisa be transparent about their position as a third-party processor and clearly indicate their breakdown of charges, moreover that iVisa take appropriate measures to protect customer privacy, not sell our information to other spam companies!

  Business Response

  Date: 03/12/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We sincerely regret to hear about your frustration and disappointment regarding our services. Your feedback is important to us, and we want to take this opportunity to address your concerns.

  First and foremost, we would like to clarify that iVisa is a private, third-party **** assistance service that helps travelers navigate **** applications with ease. While we are not affiliated with the UK government, we are a legitimate company accredited by the *************************************** (****), and we have successfully helped millions of travelers obtain the necessary travel documents worldwide.

  Regarding pricing, our service fees are clearly outlined in our terms and conditions, and they cover more than just the **** cost itself. Our pricing includes dedicated customer support, streamlined application processing, and guidance to ensure documents are completed correctly and on time. However, we understand that the fee structure may not have been as transparent as you expected, and we truly regret any confusion this may have caused.

  As a gesture of goodwill, we are processing a full refund of our processing fee to address your concerns. Our goal is always to provide value to our customers, and we never want anyone to feel misled or dissatisfied with our services.

  Additionally, we take customer data protection very seriously. ******************** does not sell or share personal information with third-party marketing companies. We maintain strict security measures to ensure that all personal data remains confidential and is used solely for **** processing purposes. If you are experiencing an increase in spam messages, we sincerely understand your concern, but please rest assured that this is not related to iVisa.

  We truly appreciate your feedback and the opportunity to clarify these points. If there is anything else we can do to make this right for you, please dont hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:03/10/2025

  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.

  Today, my mother needed to fill out the declaration to enter ******* for her and my dad. She searched the ******************** website and chose the first one that was listed on ******. She told me that it cost her over $120 CAD and that sounded very off to me. I checked it, and I saw that this ivisa website was there, in very small print but with the government website title. My parents are older and doing declarations online is new to them. I filled out the right declaration form for them, and it was FREE. Not 121 $ Canadian! You are taking advantage of people who are older, new to travelling, new to technology, etc. I tried calling and there wasn't anyone to speak to. Please, do the right thing, and refund my mother and father their money and cancel whatever this ivisa thing is. Also, please someone fix this ****** listing. It's a trap, it's a scam. I've read a lot of these posts and it's all the same thing!!! People getting scammed!! I attached a picture for proof and so you can refund. THANKS.

  Business Response

  Date: 03/12/2025

  Dear ********,
  
  Thank you for taking the time to share your feedback. My name is ******* from iVisa's Specialized Support Team, and I wanted to personally address the concerns you raised.
  
  First, I deeply regret that you felt upset about the fees associated with your **** application. Its never our intention for any customer to feel dissatisfied with their experience, and I completely understand how the difference in cost might have caused frustration.
  
  To clarify, iVisa operates as a third-party service provider. Our goal is to make the **** application process as smooth and stress-free as possible by managing all the documentation and ensuring timely submission to avoid delays or errors. While we do charge a processing fee for this service, the full price breakdown is displayed prior to checkout to ensure transparency.
  
  We are accredited by the *************************************** (****) and validated by the **** Agency Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. To verify our membership, enter our bearing number, ********, in the **** code checker here: *********************************.
  
  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 in this case.
  
  We appreciate the opportunity to address this directly with you. Please feel free to reach out if you have any further questions or require assistance.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:03/09/2025

  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.

  I googled UK *** to get a **** for the **. The first result was ************************ and it looked legitimate. They charged me the ****** fee of $12 per person plus a $199 processing fee. They scammed me by charging a $199 processing fee. Nowhere did they say that they are not part of the UK government. order number is *******

  Business Response

  Date: 03/11/2025

  Dear ******,
  
  Thank you for taking the time to share your feedback. My name is ******* from iVisa's Specialized Support Team, and I wanted to personally address the concerns you raised.
  
  First, I deeply regret that you felt upset about the fees associated with your **** application. Its never our intention for any customer to feel dissatisfied with their experience, and I completely understand how the difference in cost might have caused frustration.
  
  To clarify, iVisa operates as a third-party service provider. Our goal is to make the **** application process as smooth and stress-free as possible by managing all the documentation and ensuring timely submission to avoid delays or errors. While we do charge a processing fee for this service, the full price breakdown is displayed prior to checkout to ensure transparency.
  
  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 in this case on our processing fee.
  
  This may take up to 14 business days to appear in your account. Please expect the refund to be processed via the same payment method used for the purchase.
  
  If you have any further questions or need assistance, feel free to reach out.
  
  
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:03/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a ****** search for applying for ************ I was directed to a site that had a ****** website; however, not realize it was a US company, ************************** ************ is fraudulent b/c they are scamming consumers to think that they are on an Israel government site but then when you call to dispute they say that site was ************************** (which is not true).They change $387 vs $100 (for 4 visas). It is one thing to be very clear that the service is an upcharge but their marketing tacticts are fraudulent b/c they do not send you to a US ************************** site.I attempted to call them -- they do not pick up phone and only provide whats app customer support. They also dispute that there are scammers and share upfront that they are not from the government in question.

  Business Response

  Date: 03/04/2025

  Dear *****,
  
  Thank you for reaching out and for sharing your concerns. We sincerely apologize for any misunderstanding regarding our services, and we appreciate the opportunity to clarify the situation.
  
  First and foremost, we want to assure you that iVisa is a legitimate third-party company that specializes in assisting travelers with **** applications. We are not affiliated with any government, and our website does not contain ****** in the **** We understand that during your application process, you may have believed you were on an official government website, and we regret any confusion this may have caused. Once you reached out to us, our team took the time to clarify that our official website is ****************************** and that we operate independently, offering a service designed to simplify the **** application process.
  
  Our goal at iVisa is to provide a hassle-free **** application experience by handling the process on behalf of travelers. We clearly outline that we are a third-party provider, and our website includes detailed information about our services, including the processing fees. The total cost you paid covered not only the government **** fee but also the convenience of our service, which includes application review, submission assistance, and dedicated support throughout the process.
  
  We are accredited by the *************************************** (****) and validated by the **** Agency Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. To verify our membership, enter our bearing number, ********, in the **** code checker here: *********************************.
  
  We also understand your concern regarding contacting our support team. While we do not offer phone support, we do provide 24/7 assistance through live chat and email at ***************************************************************. This allows us to ensure that every inquiry is documented and handled efficiently by our team of experts, who are always available to assist travelers worldwide. Our WhatsApp support is also available to provide real-time assistance when needed.
  
  To address your concerns and ensure your satisfaction, we have processed a full refund for your order. 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 questions about the refund, please feel free to reach out to us directly, and we will be happy to assist you further.
  
  We truly value your feedback, as it helps us improve our services and customer experience. Our goal is to make the **** application process as smooth as possible, and we are always working to enhance our transparency and communication. If you have any further concerns or require additional assistance, please do not hesitate to contact us. We sincerely appreciate your time and understanding.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:02/27/2025

  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.

  My granddaughter and I are visiting ******, ** in March 2025. In January I applied for an ***. However when I went to the ****** website this past week to confirm my *** they had no record of my application. It was then I realized that I went through IVISA instead of the UK's website. I have no idea on how to confirm that our ***'s are valid. I contacted IVISA and they say the *** are valid. I would like a refund on the amount that I paid which was $222.34.

  Business Response

  Date: 03/06/2025

  Hello *****
  
  Thank you for your response. First, I deeply regret that you felt upset about the fees associated with your **** application. Its never our intention for any customer to feel dissatisfied with their experience, and I completely understand how the difference in cost might have caused frustration.
  
  To clarify, iVisa operates as a third-party service provider. Our goal is to make the **** application process as smooth and stress-free as possible by managing all the documentation and ensuring timely submission to avoid delays or errors. While we do charge a processing fee for this service, the full price breakdown is displayed prior to checkout to ensure transparency.
  
  We are committed to providing you with further assistance. To better assist you with the refund, may I please have the Order number that was given to you when you first applied through Ivisa?
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 03/06/2025

   ******* *****:

  The order # you asked for is 1212917.

  Regards, ***** **********

  Customer Answer

  Date: 03/20/2025

  This situation has been resolved to my satisfaction.

  Business Response

  Date: 03/24/2025

  Hello *****,
  
  Thank you for your response. 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 have made a one-time exception and issued a full refund in this case.
  
  This may take up to 14 business days to appear in your account. Please expect the refund to be processed via the same payment method used for the purchase.
  
  If you have any further questions or need assistance, feel free to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 03/24/2025

   
  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:02/25/2025

  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 tried to get three UK *** ****s thru this company. They charged me but never delivered and sent me bogus ETA reference Numbers: 2021-2502-2294-1182; 2021-2502-2222-1197 and 2021-2502-2202-6948. I went on the UK website and they had no record of a **** for me or my other family. When I applied on the UK government site it accepted my payment of ***** acknowledging that one did not exist. I want my credit back on my credit card. It was a sham.

  Business Response

  Date: 02/27/2025

  Dear ********,

  Thank you for reaching out regarding your UK ETA applications. We appreciate the opportunity to address your concerns and clarify the situation.

  After reviewing your order, we confirm that we successfully completed your applications and received official confirmation from the UK government that the **** were approved. This confirmation was shared with you via email. However, we understand that you were unable to locate your ETAs on the UK government website, and we regret any frustration this may have caused.

  Please note that, to ensure the success of our applications and avoid potential issues, we do not share the application credentials (such as reference numbers linked to the government portal) with our customers. This approach helps us manage the process efficiently and prevents any unintended modifications or complications that could impact the outcome of the application. However, this does not affect the validity of your ETAs, as they were processed and approved accordingly.

  That said, we understand your concerns and value your satisfaction. As a one-time exception, we have processed a full refund. 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 appreciate your patience and understanding. If you have any further questions, please do not hesitate to reach out.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:02/25/2025

  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.

  The United Kingdom recently began requiring a **** for tourists to enter their country. IVisa appears first in an internet search for information on ****s for the **, and does not reveal that it is a 3rd-party company and that consumers can easily go to the official government website and obtain a **** for $12, as opposed to the $111.39 they charge. Although my *********** did receive ****s, we feel we were deceived by this information not being revealed early in the process. We are requesting a credit of the difference between the amount we were charged ($222.78) and the amount consumers are charged by the UK government ($12.75 x 2 = $25.50). I have e-mailed the company with my complaint, and have not received a reply. I am also displeased that this unofficial company has my personal confidential information.

  Business Response

  Date: 02/27/2025

  Dear *****,

  Thank you for reaching out and sharing your experience. My name is *******, and I am part of iVisa's Specialized Support Team. I sincerely regret that your experience did not meet your expectations, and I appreciate the opportunity to address your concerns directly.

  First and foremost, I understand how frustrating it must have been to realize the difference in cost between applying through our service and the official UK government website. Please know that at iVisa, our primary goal is to simplify the **** application process for travelers by managing all necessary documentation, reducing the risk of errors or delays, and providing dedicated support throughout the process. As a third-party service provider, we do charge a processing fee for these services, and while we strive to make all pricing details transparent before checkout, I regret if this was not as clear as it should have been in your case.

  We take customer satisfaction very seriously, and we want to ensure that every traveler feels confident and informed when using our services. In light of your concerns, we have processed a refund of USD ****** for your order (#*******) as a goodwill gesture. This amount will be refunded to the original payment method used at checkout. Please note that refunds typically take up to 14 days to be processed, depending on your banks policies.

  Additionally, I understand your concerns regarding the security of your personal information. Please rest assured that iVisa follows strict security measures to protect all customer data in compliance with international privacy regulations. We do not store sensitive payment information, and all transactions are processed securely. However, I completely understand your apprehension and want to reassure you that your information remains confidential and protected.

  
  I also want to highlight that iVisa is accredited by the *************************************** (****) and validated by the *********** Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. If you would like to verify our membership, you can enter our bearing number, ********, in the **** code checker.

  We genuinely value your feedback, as it helps us identify areas where we can enhance our transparency and overall service. If there is anything else we can do to assist you or if you have any further questions, please do not hesitate to reach out. We appreciate the opportunity to address this matter and hope to restore your confidence in our service.

  Thank you for your time and understanding.

  Best regards,
  

  *******
  Specialized ************************start="2945" data-end="2948">************************

  Customer Answer

  Date: 02/27/2025

  I appreciate the refund of my purchase price. My husband also purchased a **** through this company, and his order number is *******. May we have the same refund applied to his order as well? Thank you for your prompt attention to this matter.

  Business Response

  Date: 03/04/2025

  Hello *****,
  
  Thank you for sharing the information about the Order ******* of  your husband. I can confirm that we have already requested the refund. 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.
  
  Warm regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22988759
  
  I am rejecting this response because:
  

  Apparently this complaint is considered resolved and completed and closed at your end, but it is not resolved at my end. In an e-mail sent 3/5, ******* indicated that a refund for my husband's Order ******* has been run and may take up to 14 days to appear on my account. I received my credit card statement today, and that refund is not showing. The refund for my complaint is showing as of 2/27, but the 2nd one is not. I realize that this should have been reported within *************************************************************** the mail. Thank you.

  
  

  ***** ******

  Customer Answer

  Date: 04/12/2025

  I have heard nothing from them, and a credit has not been run on my credit card. Thanks for all your assistance.

  Business Response

  Date: 06/05/2025

  Dear *****,
  
  Thank you for your message, and I sincerely apologize for the confusion and inconvenience caused.
  
  You are absolutely right to follow up. While the complaint may have been marked as resolved on our end, I completely understand that from your perspective, it is not resolved until both refunds are reflected on your account.
  
  There was indeed a delay on our end in processing the refund for Order *******. However, I can now confirm that the refund has been fully processed. You should see the amount reflected on your credit card statement shortlyplease allow a few business days, depending on your card issuers processing timelines.
  
  We appreciate your patience and understanding, and if you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Kind regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 06/05/2025

  The refund has been received. I consider the matter resolved, and thank you for your assistance.