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:02/22/2025

  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.

  On 6 February 2025 I found that I needed to get the new *** for transiting the ** on my trip to *********** in March. I did a web search and found iVisa front and center sounding like they are the UK government official source for these documents. I fell victim and paid $98.99 in service fees for a very simple document that I recently found should have only cost me $12 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: 02/25/2025

  Dear *****,

  Thank you for reaching out and sharing your concerns. We sincerely regret that your experience with iVisa did not meet your expectations.

  We would like to clarify that iVisa is a third-party **** and travel document processing service, and our fees cover not only the application submission but also the convenience of an optimized application process, customer support, and guidance to help travelers navigate **** requirements. These service fees are clearly stated in our Terms & Conditions before payment. However, we understand your frustration and appreciate your feedback on how we can improve transparency in our pricing structure.

  As a courtesy, we are processing a full refund of our processing fee (Amount USD *****). Please note that it may take up to 14 days for the refund to be received through the original payment method used.

  Regarding your privacy concerns, we want to assure you that iVisa takes data security very seriously. We do not sell or share customer information with third-party marketing companies. The details you provided were strictly used for the purpose of processing your application. If you have been receiving an increase in spam messages.

  We truly appreciate your feedback and will take it into account as we continue improving our services. If you have any further concerns or questions, please feel free to reach out.

  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  

  Customer Answer

  Date: 02/26/2025

   
  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: 02/26/2025

   
  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:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the new **** requirement to enter the ** has caused many people to pay an enormous processing fee through ivisa. They are at the top when you do a search for ***. This tactic tricks the customer into paying the 3rd party fee. We ended up paying $203.36 for 2 ****s that should have only cost at max $26. I tried reaching out to the company the same day to see about canceling the order when I found out you can get it directly through the UK government page for $13 and when I called, it rang several times then said I could leave a message that would be returned within 24 business hours and I am still waiting for that call back 48 hours later. I tried calling again and the same thing, rings several times then prompts you to leave a message. Our ****s were approved but the price we paid was ridiculous, not to mention that they now have our private information.

  Business Response

  Date: 02/25/2025

  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.
  
  Additionally, we regret that you were unable to reach us promptly through our phone line. Our team strives to provide timely assistance, and we apologize if there was a delay in responding to your inquiry. Please know that our customer support team is available 24/7 at ***************************************************************, and we are always happy to assist with any questions or concerns you may have.

  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 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.
  
  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,

  *******
  Specialized Support Analyst, ******************************
  

  Customer Answer

  Date: 02/25/2025

   
  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:02/15/2025

  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.

  On February 15, 2025 I submitted an application for an *** for my business trip to the ** on the 18th. Within 10 minutes of submitting the order, I realized that I already had an ETA from a previous trip. I asked to cancel my order. iVisa acknowledged my request but put me on hold with their chat for an hour. Once they got back to me, they refused the refund saying that once they have submitted it to the UK Government there are no refunds permitted. I requested the refund before receiving confirmation from iVisa that the application had been submitted to the UK Government. Regardless, I appreciate that they had to pay these fees and offered that they keep the UK government fee that they needed to pay but requested that the additional service charge iVisa charges for processing be refunded since the request for a refund was made BEFORE they submitted the application. They refused. The UK Government fee is $20. iVisa charges a $90 mark up yet won't refund that money when it is clear that no action needs to be taken on their part to process the application because it is duplicative and a request to cancel was made before they did anything. This is not fair business practices.

  Business Response

  Date: 02/19/2025

  Dear *******,
  
  Thank you for reaching out to us regarding your recent ETA application. We sincerely appreciate your feedback and the opportunity to address your concerns.
  
  We understand that after submitting your application on February 15, you realized that you already had a valid ETA and immediately requested a cancellation. We acknowledge that you reached out to our team promptly, and we regret any inconvenience caused during your interaction with our chat support. Our goal is always to assist our customers as quickly and efficiently as possible, and we apologize for any delays in response time.
  
  As per our policy, once an application has been submitted to the UK Government, we are unable to offer a refund for the government fee. However, we recognize that you requested a cancellation before receiving confirmation of submission. Taking this into account, our specialized support team reviewed your case and, as a goodwill gesture, processed a full refund of our processing fee on February 16. This means that while the UK Government fee remains non-refundable, you have been reimbursed the full service charge associated with your application.
  
  At iVisa, we strive to provide fair and transparent service. We truly value your feedback, as it helps us continue to improve our customer experience. If you have any further questions or require any additional assistance, please do not hesitate to reach out. We would be happy to help in any way we can.
  
  Thank you for choosing iVisa, and we hope to assist you again in the future under better circumstances.

  
  Best regards,
  *******
  iVisa Customer Support Team
  

• Initial Complaint

  Date:02/12/2025

  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.

  Requesting refund of $222.80 for using the IVisa website for an UK ETA application. IVisa asked basic questions; then requested payment of $222.80. Next, they requested copy of drivers license and ******************; which should have been asked for prior to securing payment. I was then notified by my credit card of a possible fraudulent charge. I tried to contact IVisa at ************** to ask them to stop the transaction; however, there was a recording advising they could not accept phone calls and sent me to another website; which I could not access. I continue to get emails from IVisa asking me to complete the application. I went to the **** website and the cost of a UK ETA application is $12.80.

  Business Response

  Date: 02/19/2025

  Dear ******,

  Thank you for reaching out regarding your UK ETA application. We appreciate the opportunity to address your concerns.

  We would like to confirm that a full refund of $222.80 has been processed 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.
  

  To clarify, IVisa is a third-party **** assistance service that provides travelers with guidance and support throughout their **** or travel authorization application process. Our service includes step-by-step instructions, document review, and customer assistance to help ensure a smooth experience. While the UK government offers the *** at a lower cost, our pricing reflects the additional support and convenience we provide to applicants. However, we respect your decision to apply directly through the governments official website.

  In terms of the application process, we first collect essential details before requesting additional documents such as a passport information. This ensures that we can guide applicants properly and verify the necessary information before submission. We regret any confusion regarding the order in which documents are requested.

  Regarding customer support, we apologize if you had difficulty reaching us by phone. Our primary support channel is through email, and our team is always available at ************************************* to assist with any inquiries or requests. If you still require any further clarification or assistance, please feel free to reach out to us through this channel, and we will be happy to help.

  We appreciate your feedback, as it helps us improve our services. If you have any other concerns, please do not hesitate to contact us.

  Best regards,
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 02/21/2025

   
  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: 03/15/2025

  To date, I have not received the refund from IVISA  of $222.80 which was agreed upon.  IVISA advised it would take up to 14  business days to process and it has now been 16 business days. Reflected below is partial email received from IVISA.  

  Please advise if anything else can be done to keep IVISA accountable of this refund.

  Thank you, ****** *********

  Dear ******,
  Thank you for reaching out regarding your UK ETA application. We appreciate the opportunity to address your concerns.
  We would like to confirm that a full refund of $222.80 has been processed 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.

   

  Business Response

  Date: 03/25/2025

  Dear ******,
  
  Thank you for reaching out to us regarding your refund. We sincerely regret any confusion or inconvenience this may have caused.
  
  After reviewing your transaction, we would like to clarify that the payment was not captured on our end. A payment remains in an "Uncaptured" status for the first five days after it is initiated.
  
  If a refund is processed within this timeframe, it is classified as "Voided," meaning the funds never actually entered our account. In such cases, the charge is released back to your account by your bank, and it typically disappears from your statement without ever being processed as a completed transaction. However, the exact time frame for this release depends on your bank's policies.
  
  For your reference, I have attached proof of the voided payment. We recommend checking with your bank to confirm the status of the charge. If you require any further assistance, please do not hesitate to reach out.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 03/26/2025

   
  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:02/11/2025

  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 googled **** for ****** and this Ivisa came up first. So I thought it was legitimate. Turns out it's a fake site who charged me $400 dor a 7 dollar ***** Users need to know about this scam

  Business Response

  Date: 02/13/2025

  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 truly believe that our service offers many benefits that will make your travel preparations easier. Our user-friendly application process saves you time compared to dealing with foreign governments directly. Additionally, our team of immigration experts carefully reviews your documents to reduce errors and simplify the process. You can also rest assured that your information is secure with our top-notch security measures. If you ever need assistance, our Support Specialists are available 24/7 to provide prompt and helpful support
  
  We are accredited by the *************************************** (****) and validated by the *********** Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. To verify our membership, enter our bearing number, ********, in the **** code checker here: *********************************
  
  However, 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 100% refund on our processing fee (Amount of USD ******). which may take up to 14 business days to appear in your account. Please note that the refund will be processed using the same payment method you used for your purchase.
  
  Thank you again for allowing us to address this concern. Were glad we could assist, and if theres anything else we can do to ensure your complete satisfaction, please dont hesitate to let us know.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Business Response

  Date: 02/13/2025

  
  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 truly believe that our service offers many benefits that will make your travel preparations easier. Our user-friendly application process saves you time compared to dealing with foreign governments directly. Additionally, our team of immigration experts carefully reviews your documents to reduce errors and simplify the process. You can also rest assured that your information is secure with our top-notch security measures. If you ever need assistance, our Support Specialists are available 24/7 to provide prompt and helpful support
  
  We are accredited by the *************************************** (****) and validated by the *********** Code. This accreditation confirms our adherence to the highest industry standards, ensuring a smooth and reliable **** process. To verify our membership, enter our bearing number, ********, in the **** code checker here: *********************************
  
  However, while completed orders are typically ineligible for a refund as per our policy (link), we completely understand your concerns. To show our commitment to your satisfaction, we are making a one-time exception and issuing a 100% refund on our processing fee (Amount of USD ******). which may take up to 14 business days to appear in your account. Please note that the refund will be processed using the same payment method you used for your purchase.
  
  Thank you again for allowing us to address this concern. Were glad we could assist, and if theres anything else we can do to ensure your complete satisfaction, please dont hesitate to let us know.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  They still kept the **** $6 fee X2 people
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/08/2025

  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.

  The newer *** requirement to enter the UK on tourism basis has resulted in several 'customers' paying unrealistic fees for a simple document processing. iVisa has made certain that their 'service' is front and center on any intranet search for ** ETA. I strongly feel this is a biased and targeting scheme to 'trick' customers to pay the extra third party processing fee. We paid an extra ~$200 for simple processing where the alternative is direct contact with the UK government for ETA documents. No where in the steps guided by iVisa did they disclose they were a third party and that as a customer, you would be paying a significant premium. I can see where their service may be appropriate for emergencies or in the instance of confusing government documentation requirements. We did receive the *** 'link' to our passports, but now we have a service which has all of our private information, that we feel is not an honest, nor upfront company!

  Business Response

  Date: 02/13/2025

  Dear Timothy ,
  
  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.

  However, while completed orders are typically ineligible for a refund as per our policy (link), we completely understand your concerns. To show our commitment to your satisfaction, we are making a one-time exception and issuing a 100% refund on our processing fee (Amount of USD ******). which may take up to 14 business days to appear in your account. Please note that the refund will be processed using the same payment method you used for your purchase.
  
  Thank you again for allowing us to address this concern. Were glad we could assist, and if theres anything else we can do to ensure your complete satisfaction, please dont hesitate to let us know.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:02/02/2025

  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 was told by ************** that an *** was required to enter the ** this April, and that the cost would be $10-$12 for each traveler! I immediately went to download the government *** app to my phone to complete the process, and it prompted me to this IVisa app. I was shocked to see the cost for myself and my boyfriend to be over $222 when that is not what the Global agent had told me. It was never mentioned anywhere on this site/app that they were a 3rd party company. I feel a cheated, misled and also also very uncomfortable knowing that our personal documents and information is out there to the public and potentially could be compromised. Im not saying this company may not be legitimate but the lack of transparency doesnt sit well with me. They absolutely need to do better with accurately presenting themselves for what they are. I pray that this was not a scam and that we can enter ****** in May of 2025.

  Business Response

  Date: 02/06/2025

  Dear ********,

  Thank you for reaching out and sharing your experience. I completely understand how important it is to have clear information when planning your trip, and Id be happy to provide some clarity regarding our services.

  Ivisa is a third-party processing service designed to simplify travel document applications by offering expert review, customer support, and a guided process to help travelers avoid potential errors. While government websites also provide travel authorizations, our service includes these additional benefits, which are reflected in our pricing. Our fees are always displayed before payment, and we do indicate on our website that we are an independent company, though I appreciate your feedback on improving this transparency further.

  I also want to reassure you that your personal information is handled with the highest security standards. The *** you received is 100% legitimate, as it was issued through the official government system, and you can confidently use it for your trip to ****** in May 2025.

  That said, we want to ensure your satisfaction, so we have processed a full refund 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.
  

  Your feedback is invaluable, and were always looking for ways to improve our communication and service. If theres anything else I can assist you with, please dont hesitate to reach out. Wishing you and your boyfriend a smooth and wonderful trip ahead!

  Best regards,

  *******
  Ivisa Specialized Support

  Customer Answer

  Date: 02/19/2025

   
  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,
  
  ******** Bajra

• Initial Complaint

  Date:02/02/2025

  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 would like to complain about ************************** as a scam. When I was about to board a flight to *****, I realized we forgot to apply for their online ** ***** On a quick search to complete the paperwork this website came up as the first option, so I quickly filled out the information, including giving our passport ID numbers and birthdates (sensitive information for identity fraud) and was charged $320 for two ** cards. When I arrived to the gate attendant she informed me the charge should have been $20/person ($40 total) and I immediately realized I was scammed. Im disappointed to see since others have flagged this business as a predatory company, and does not properly advertise that they are a third party company, others as recently as one month ago were scammed, and they have not changed a thing o their website to alert customers of their third party status, of the option to go through direct government websites, or offer assurances that sensitive information wont be abused or sold. Please see the multiple other complaints as proof of their dishonesty. A quick search also comes up with many scam alerts on rating and discussion boards such as Reddit, quora, TripAdvisor, and better business bureau. I wish I wasnt in a rush and had a moment to search. They prey on people who panic about visas and travel document, even offering an extra rush charge advertising documents in 30 minutes, when I could have received the exact same documents through the government website instantaneously. I hope they make this case right, as they did for others.

  Business Response

  Date: 02/06/2025

  Dear Simone ,
  
  Thank you for taking the time to share your experience with us. I sincerely regret that you were left feeling misled and frustrated during what was already a stressful travel moment. That is never the experience we want for our customers, and I truly appreciate the opportunity to address your concerns.
  
  First and foremost, I want to clarify that iVisa is a third-party processing service that assists travelers in obtaining necessary travel documents with additional support and optional expedited processing. We aim to make the process easier, especially for those unfamiliar with **** and entry requirements. However, I completely understand how frustrating it must have been to realize that the Aruba ED **** could have been obtained at a lower cost directly through the government website, especially during the urgency of your travel.
  
  We do our best to be transparent about our pricing and third-party status by displaying our service fees before payment, but I acknowledge that in moments of urgency, it may not always be clear that other options exist. Your feedback is extremely valuable, and we are constantly working to improve how we communicate this information more effectively to avoid any confusion.
  
  Regarding your concerns about data security, please rest assured that we take privacy and security very seriously. All personal information submitted through our platform is protected with strict security measures, and we never sell or misuse customer data. We understand the sensitivity of the information you provided, and safeguarding our customers trust is a top priority.
  
  I also want to acknowledge your frustration about online reviews. While we do our best to provide a high level of service, we recognize that some customers have had similar concerns in the past. We continuously take customer feedback into account to improve our processes and transparency. Our goal is not to take advantage of travelers in urgent situations but to provide a service for those who prefer assistance with **** and entry applications.
  
  That being said, we absolutely want to make things right when a customer feels unsatisfied. For this reason, we have already issued a full refund of our processing fee as a goodwill gesture. While this doesnt change your experience, I hope it reassures you that we take your concerns seriously and value your trust.
  
  I truly appreciate you bringing this to our attentio. If theres anything else I can do to help, please dont hesitate to reach out. We are always here to assist you.
  
  Wishing you safe and smooth travels in the future.
  
  Best regards,
  *******
  iVisa Specialized Support

• Initial Complaint

  Date:01/08/2025

  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 12 December 2024 I established an account with ********************** with the goal of obtaining the new United Kingdom Electronic Travel Authorization for our trip departing mid-January 2025. We followed the directions from IVISA, completed the forms and submitted the requests (Order # *******) and was charged $223.38. Later on the 12th, we received email notification from IVISA that the applications had been accepted by the UK government, and were under review. On December 16th, we received an email notice that Your United Kingdom ETA application is still under review due to government delays. But you should receive a final decision in time for your trip to **************. We're monitoring its progress and will keep you updated. Included in that email was the offer to purchase several other products to upgrade our applications:Rush: 4 Hours ($35.00 pp) Super Rush: 1 Hour ($101.00 pp)Travel Safely Package ($12.95 pp)Mail me the completed documents ($6.95 per order)We have heard nothing since. Ive checked the IVISA web site and it gives no additional information. Multiple attempts to contact IVISA have been unsuccessful.Our Travel Agent recommended that we apply directly with the UK Government. We down-loaded the UK Government application, paid the UK Government Fees and submitted the applications at approximately 2:07 CST, 7 January 2025. We received our *** approval from the UK Government at 2:15 CST, 7 January ******* receiving our approval in eight minutes, there clearly is no evidence of IVISAs claim of governmental delays. We have yet hear from IVISA - and feel that the IVISA just scammed us out of $223.38.

  Business Response

  Date: 01/14/2025

  Dear *******,
  
  Thank you for sharing your concerns, and I sincerely apologize for the frustration you have experienced. My name is ******* from iVisas Specialized Support Team, and I want to personally address your situation.
  
  First, I completely understand how unsettling it must be to face uncertainty about your travel documents and to feel that you have not received the service you expected. We take your feedback seriously, and I want to assure you that we are committed to making things right.
  
  Upon reviewing your case, I can confirm that we are processing a full refund of the application fee ($223.38) for your order (#*******). The refund will be issued to the same payment method you used during the purchase. Please allow up to 14 business days for this refund to appear in your account.
  
  Regarding the delays you encountered and the lack of communication, I deeply apologize. This is certainly not the experience we want for our customers. We understand that the delay in processing, combined with our failure to provide timely updates, has led to understandable frustration and we apologize if they caused confusion or concern.
  
  To clarify, iVisa acts as a third-party processor, and while we strive to ensure a smooth and efficient service, delays can sometimes occur due to factors outside our control. However, we acknowledge that in this instance, the application process did not meet your expectations, and for that, we are truly sorry.
  
  We appreciate you bringing this to our attention, and I will be sharing your experience with our team to help improve our communication and service processes moving forward.
  
  Once again, I apologize for the inconvenience caused, and I hope that the resolution we are offering helps restore your trust in our company. If you have any further questions or concerns, please do not hesitate to reach out directly, and I will be happy to assist you further.
  
  Best regards,
  *******
  Specialized Support Team
  iVisa

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment and frustration with the predatory practices of iVisa, a company that claims to provide assistance with obtaining travel documents. iVisa advertises their services for obtaining the ED **** for travel to *****, claiming that it is a necessary document for entry into the country. However, what they fail to disclose that they are a third-party processor and that this document can be easily obtained through the official government website of Aruba at a fraction of the cost. I too fell victim of the false advertising and paid $303.98 (15x the official price). Furthermore, I am alarmed by iVisa's failure to clearly disclose their role as a third-party processor. As a customer, I expect to know who is handling my personal information, especially my passport details. The fact that iVisa does not explicitly state their role as a third-party processor raises serious concerns about data privacy and security.I urge BBB to re-consider A- rating awarded to iVisa. It is unacceptable for a company to profit from misleading and overcharging customers, especially when there are more affordable and legitimate options available. Moreover, it is imperative that iVisa is transparent about their role as a third-party processor and takes appropriate measures to protect customer data.

  Business Response

  Date: 01/14/2025

  Dear *********,
  
  Thank you for taking the time to share your feedback with us. My name is *******, and I am part of iVisas Specialized Support Team. I would like to personally address the concerns you raised regarding your experience with our services.
  
  First and foremost, I want to sincerely apologize for any frustration or disappointment caused by your interaction with us. We understand how important it is for customers to feel informed and confident in the services they use, and I regret that we fell short of your expectations in this regard.
  
  To provide clarity, iVisa operates as a third-party service provider with the goal of simplifying the often complex and time-consuming process of obtaining travel documents. While our services include additional costs, we strive to be transparent by presenting a full price breakdown prior to checkout. However, I understand your concern about the pricing, particularly in comparison to the governments official fees. Your feedback highlights the need for us to further emphasize our role as a third-party processor and ensure customers are fully aware of their options.
  
  As a gesture of goodwill and in response to your feedback, I am pleased to inform you that we have refunded 100% of the processing fee amount (USD ******). Please allow up to 14 business days for the refund to appear in your account. The refund will be processed via the same payment method used for your original purchase.
  
  We want to reassure you that your personal information is secure with iVisa. We take great care in safeguarding your sensitive data through industry-leading security measures. Protecting your privacy and ensuring the security of your information is a top priority for us.
  
  We never want any customer to feel misled, and your experience is not reflective of the standard we aim to uphold. If there is anything I can do to address your concerns further or assist you in any way, please do not hesitate to reach out directly.
  
  Once again, I sincerely apologize for any inconvenience caused and appreciate your valuable feedback. We take comments like yours seriously and will use them to continue improving our services.
  
  Best regards,
  
  *******
  Specialized Support Team
  iVisa

  Customer Answer

  Date: 01/19/2025

   
  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,
  
  ********* Sizemin