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:01/04/2025

  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.

  The iVisa website offers assistance to travellers applying for ****s. For an additional service fee they offer to get your **** within 4 hours, or 1 hour for a higher fee.This expedited service offering is a scam. **** applicants seeking faster **** processing should not be fooled by this expedited service offering. By there own admission, iVisa is unable to have the processing your **** application by the government department expedited. The **** processing time by the applicable government department is the same as if you submit the **** on the government website yourself. It is in fact quicker to submit the application on the government website yourself. iVisa take a few hours to process your application before submitting it on the same website as any member of the public would use.

  Business Response

  Date: 01/08/2025

  Dear *******,
  
  I hope this message finds you well. My name is ******* from iVisa's Specialized Support Team, and Im writing in response to your recent complaint on the BBB website. First and foremost, I want to thank you for taking the time to share your feedbackits important to us, and I truly appreciate the opportunity to address your concerns.
  
  I understand your frustration and want to be as transparent as possible. At iVisa, were a third-party service provider dedicated to simplifying the often-complicated **** application process. Our goal is to save travelers time and reduce the stress that can come with navigating government systems.
  
  Regarding our expedited services, Id like to explain how they work. When you select a rush or super-rush service, the fee covers the prioritization of your application in our internal queue. This ensures that our team immediately begins reviewing your documents for accuracy and completeness. By catching potential errors or missing information early, we help prevent errors that could occur when submitting directly to a government website.
  
  However, its important to note that government processing times remain outside our control. Were upfront about this in our communications, and I sincerely apologize if this wasnt clear or caused any confusion. I completely understand why you might feel the service didnt meet your expectations, and I deeply regret any inconvenience this has caused you.
  
  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. 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 genuinely care about your experience, and I hope this resolution demonstrates our dedication to ensuring our customers feel supported and valued. If theres anything else I can assist you with or any other questions youd like to address, please dont hesitate to reach out to me directly.
  
  Thank you again for sharing your thoughts, and I hope weve been able to address your concerns to your satisfaction.
  
  Warm regards,
  *******
  Specialized Support Team

  Customer Answer

  Date: 01/08/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:12/23/2024

  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.

  While at the airport we were told to get an ecard for Aruba online. When searching for it we came across this site which we did not realize was not the official site airline asked us to use and we ended up paying $1049 for 5 visas which were only $100 in total. This ecard was available on airline website in seconds. This site seems to be severely overcharging customers $1000 for something that costs $100 and preying on customers who are in a bind at the airport to purchase their services which are completely unnecessary. When I called them about it they would only refund half the fees in 14 days time. We ended up not using their ecard after paying for it.

  Business Response

  Date: 01/08/2025

  Dear ****,
  
  I hope this message finds you well. My name is ******* from iVisa's Specialized Support Team, and I'm reaching out in response to your recent review on Trustpilot. We're here to provide clarification and assist you with the concern you raised.
  
  Upon reviewing your Order #*******, we see that you requested  an Aruba ED ***** We processed the applications on your behalf and delivered it within the promised timeframe.
  
  It's important to clarify that iVisa acts as a third-party service provider, handling **** applications on behalf of our customers to ensure correct *************************** and mandatory travel documents  are timely processing. Our role is to help prevent delays or rejections from the government, and for that reason, we charge a processing fee, which is separate from any government fees.
  
  I would also like to mention that before proceeding with the order placing, a price breakdown is shown before the purchase is made, just to make sure you agree with the charges to be processed
  
  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. This may take up to 14 business days to appear in your account. Please expect the refund to be processed via the same payment method used for the purchase.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  
  

• Initial Complaint

  Date:12/19/2024

  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.

  I hired Ivisa to process an application to go to ********* and used there online application for me and my wife. We paid the ****** for them to submit the applications for us. The applications were not submitted as more questions were required completed. I could not access the files to input the information. I asked them for their help but could not get anyone to help with the process. I want a refund for nor doing anything for us nor helping us get the proper information submitted.

  Business Response

  Date: 12/19/2024

  Dear ****,
  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration you experienced while completing the application. We understand how important this process is for you and your wife, and we regret the complexity of the application.
  
  To explain, the photo requirements weve outlined are based on the guidelines established by the government. These standards are essential for ensuring that your application is processed smoothly. Specifically, the photo must be high-quality, free of reflections, and up-to-date to meet official criteria. At iVisa, we go a step further by requesting additional photo checks to maximize the likelihood of your application being approved on the first attempt. This proactive measure is intended to avoid delays or complications during the government review process.
  
  We have reviewed your case and, as a gesture of goodwill, have processed a full refund of $303.88 to the original payment method used for the transaction. Please note that refunds may take up to ****************************** your account, depending on your payment provider.
  
  If theres anything further we can assist you with, or if you have additional concerns, please dont hesitate to let us know. We value your feedback and will strive to ensure smoother and more supportive experiences for all our customers in the future.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

  Customer Answer

  Date: 12/31/2024

   
  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:12/17/2024

  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.

  I applied for an Aruba ** card and was charged ******. I thought I was doing what was required to enter ***** and now I realize I was scammed. In other posts you indicated that you provide this service to make sure all the documents are processed correctly since it is essentially my personal information and my passport number I am at a loss as to how this service is needed. I am completely disgusted that this happened and you got my hard earned money for NOTHING

  Business Response

  Date: 12/19/2024

  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.
  
  Upon reviewing your Order #*******, we see that you requested Aruba ED *****
  
  It's important to clarify that iVisa acts as a third-party service provider, handling **** applications on behalf of our customers to ensure correct *************************** and mandatory travel documents  are timely processing. Our role is to help prevent delays or rejections from the government, and for that reason, we charge a processing fee, which is separate from any government fees.
  
  I would also like to mention that before proceeding with the order placing, a price breakdown is shown before the purchase is made, just to make sure you agree with the charges to be processed
  
  Regarding your refund request. We completely understand your concerns. To show our commitment to your satisfaction, we are issuing a full refund in this case. 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.
  
  Thank you again for giving us the opportunity 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: 12/19/2024

   
  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:12/06/2024

  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.

  After buying an ** card from ************************** for $209.99, I was informed that the card is only $20 for the sustainability fee and $189 was related to processing by my hotel. Such fee is egregious when compared to the actual cost paid to authorities and I am seeking a refund of the processing fee, when it was unclear that the processing fee is not necessary.

  Business Response

  Date: 12/11/2024

  Dear *******,
  
  I hope this message finds you well. My name is ******* from iVisa's Specialized Support Team, and I'm reaching out in response to your recent review. We're here to provide clarification and assist you with the concern you raised.
  
  Upon reviewing your Order #*******, we see that you requested Aruba ED ***** We processed the application on your behalf and delivered it within the promised timeframe.
  
  It's important to clarify that iVisa acts as a third-party service provider, handling **** applications on behalf of our customers to ensure correct *************************** and timely processing. Our role is to help prevent delays or rejections from the government, and for that reason, we charge a processing fee, which is separate from any government fees.
  
  Furthermore, we do show our price breakdown before the confirmation to proceed to the actual payment.
  
  Regarding your refund request, while completed orders are typically ineligible for a refund as per our policy, we completely understand your concerns. To show our commitment to your satisfaction, we are making a one-time exception and issuing a full refund on our processing fee of USD ****** in this case.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************
  For the quickest answers, try our new WhatsApp channel here! 
  
  

  Customer Answer

  Date: 12/12/2024

   
  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:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to get ** cards for entry into *****. I did an online search about it. I thought that iVisa was legitimate so I put in a request for the cards. In total I was charged $229.98 for processing the cards needed. My father-in-law goes to ***** every year. He said I got scammed because it should only cost $20.00 per person. Yesterday I got a text from the hotel where we are staying. They informed us of this ** card and explained that it was indeed $20.00/person. I would like a refund for the fee I was charged to my credit card. I will be getting new ** cards as the hotel recommended.Thank you very much for your help in this matter.***** *******

  Business Response

  Date: 11/07/2024

  Dear *****,
  
  I hope you're doing well. My name is *******, and Im with iVisas Specialized Support Team. Im reaching out in response to your recent complaint, and I want to thank you for sharing your experience with us. I completely understand your concerns, and were here to assist you in any way we can.
  
  Upon reviewing your Order #*******, I see that you requested two Aruba ED ****** We processed your applications on your behalf and delivered them within the promised timeframe.
  
  I understand that you were charged a processing fee of $189.98 for the two applications, in addition to the government fee of $40 (for two applicants, at $20 per person). As a third-party service provider, iVisa assists with the application process by ensuring all required documentation is submitted correctly, which helps reduce the risk of delays or rejections. The processing fee we charge covers the services we provide and is separate from the government fee.
  
  We make sure to show the price breakdown clearly before confirming the order, so you can review all costs before proceeding with payment.
  
  Regarding your refund request, while our policy typically does not allow refunds for completed orders, we completely understand your situation. To show our commitment to your satisfaction, we are happy to make a one-time exception and issue a full refund for our processing fee of $189.98. Unfortunately, we are unable to refund the government fee of $40, as it has already been paid directly to the authorities when we submitted your application.
  
  Thank you for your time and understanding. We are pleased to resolve this matter for you.
  
  Best regards,
  
  *******
  Specialized Support Analyst, ******************************

• Initial Complaint

  Date:09/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an Indian ***** to visit ***** from this company and paid 243$. My flight was the next day and indicated as such in the **** application. The application was accepted successfully and kept getting positives responses after the submission as I chatted and checked with them through the app. However, ultimately, the **** did not come through in time. Later I was told by the **************** that I should have just reached out to them directly as third party websites such as these are just trying to scam people. Because the **** did not come through in time, I had to reschedule my international by a day and had to pay a penalty of 250$ for it, lost the money i had spent on reserving a seat on 2 flights (218$), in addition to losing out one day at home in ***** in an already crunched vacation (left with 5 days in *****). This website should not accept applications whose deadlines cannot be met by them. Please do not give people false hopes. I am requesting a refund for the losses - 243 + 250 +218 = 711$. Thank you.

  Business Response

  Date: 10/10/2024

  Hello *******,
  
  My name is *******, and I am part of iVisa's Specialized Support Team.
  
  I hope this email finds you well.We received your latest review through the BBB and are here to provide you with some guidance regarding the issue at hand.
  
  According to your Order #******, you requested an India Tourist eVisa. We received your application on April 24, 2024, at 2:39 AM GMT, and we completed your order on April 25, 2024, at 3:57 AM GMT. Based on the information you provided, your travel date was April 26, 2024. You opted for the super rush service, which means the processing deadline is 36 hours, and we delivered on time.
  
  It is important to note that iVisa is a third-party service that applies for ****s on behalf of our customers, ensuring that *********************** are uploaded correctly and that ****s are processed in a timely manner. Our role is to manage information requests from the government and minimize the chances of **** rejection. As such, we charge a processing fee in addition to the government fee itself.
  
  In our terms of service, we specify that iVisa is not a government agency or law firm. If you prefer, you can also apply directly on government websites for your convenience.
  
  We verified that you raised a charge-back request with your bank, but as your bank informed us, iVisa won the dispute. Nonetheless, we understand the situation, and considering your satisfaction as our customer, even though your order is not eligible for a refund within our refund policy, we are willing to provide a full refund of USD ****** on your order as an exception.
  
  We cannot assume the related expenses you mentioned, as we met the processing deadline and delivered the document to you on time. This information is also stated in our terms of service, which you accepted upon submitting your order with iVisa.
  
  Thank you for your understanding.
  
  Best regards,
  *******
  iVisa Specialized Support Team

  Customer Answer

  Date: 10/10/2024

   
  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:09/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 7th my uncle was traveling back to *******, he needed the c5 form filled out at the airport, I was sent to a website that charged me for the c5 application which is suppose to be free, I believe these websites are misleading and taking money for an application that is free. Im requesting a refund and Id like to warn others about this scam

  Customer Answer

  Date: 09/10/2024

  Hello 
  I was contacted by the business and they refunded ***** from the *****. I am slightly satisfied with the result . 
  Thank you for your quick response to this matter.

   

  ************************* cross

• Initial Complaint

  Date:06/19/2024

  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.

  IVISA says they will help getting an eVisa for *****. First they took the money. Then they asked so many questions that I couldnt answer all of them. Feelings frustrated I cancelled my order. From there it turned into nightmare. They asked to send an email which is answered by email from an AI attendance who gives you a link which send you to another AI attendant and you get into this loop. Even a so called WhatsApp chat is answered by an AI which takes you nowhere. There is no human to talk to about your complaint. This is frustrating and makes me feel the whole thing is a SCAM.

  Business Response

  Date: 07/10/2024

  Dear Customer,

   

  Upon further review of your case, we noticed that our Customer Support Team has proceeded with your refund request on June 20, 2024. Please, find the proof of refund attached to this case.

   

  Sincerely,

  *****

  Specialized Support Team

• Initial Complaint

  Date:03/25/2024

  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.

  We were told by airline to get ED **** to travel to *****. When I searched about ED **** for ***** on ****** I was directed to go to ivisa site. Me and my wife are US citizens and US Citizens don't need **** to travel to *****. After checking the authenticity of website, we entered all the details, when we selected citizenship as ***, it should have told us that **** is not required but instead ivisa asked us more details and charged us USD 70 each total USD 140. Later I found that for ED ****, you do not need to pay, it is free on EDCARDARUBA.aw. Ivisa should have not processed and charged us for this. I filed the complaint on their website and I received standard answer that we cannot refund you. Our order ids are ****** and ******. Please refund me USD140.

  Business Response

  Date: 03/26/2024

  Dear ******,

  
  I hope this email finds you well. We are reaching out to you regarding your refund request for the ED **** orders for *****, with order numbers ****** and 915646.

  
  We understand your concern; however, it's important to note that on March 9th, when you made the purchase, our website clearly indicated that the document you were requesting had no associated government fee. By proceeding with the purchase, you also accepted our policies, including our refund policy, which states that no refunds are provided for processed orders.

  
  However, as a customer-centric company, we value your business and want to ensure your satisfaction. Therefore, we have decided to make a unique exception in this case and provide a full refund for both orders, totaling USD ******. Attached, you will find the refund evidence.

  
  It's significant to mention that our services were fulfilled promptly according to your request, providing you with the document you needed to purchase. iVisa has been assisting customers traveling worldwide for over a decade, and we always strive to deliver excellent service.

  
  Please feel free to reach out at my personal email: ********************************************* if you have any further questions or concerns.

  Customer Answer

  Date: 03/30/2024

   
  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. Thanks for prompt response and helping me out.
  
  Sincerely,
  
  *******************************