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:07/01/2023

  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 a **** through an online company called ****. The time frame for me to receive it was approximately 6 days. 17 days later, on the day before my trip I had no **** and no explanation from the representative I contacted. They also told me that not only they didn't deliver the service, but that they are not going to return my money.

  Business Response

  Date: 07/04/2023

  Dear *******,
  
  I hope this email finds you well. I am writing to sincerely apologize for the delay you experienced in the delivering of your ****** *********** ***** Furthermore, we completely understand the frustration that you may have gone through waiting for the approval of your **** application. Although this was not caused by a mistake or delay made on our end - at iVisa.
  
  Upon investigation in your application, our analysts have determined that the delay was caused by unforeseen circumstances beyond our control, since it was a delay of the response of the government immigration authorities to the **** application we sent on your behalf. We deeply regret the impact this has had on your travel plans and understand the importance of receiving your **** in a timely manner.
  
  As a token of our sincere apology and to address the inconvenience you have faced, we would like to offer you a full refund for your order as an exception. We value your satisfaction and want to make things right for you.
  
  Furthermore, we would like to emphasize that incidents like these are rare and not indicative of the high standards we strive to uphold at iVisa.  Government delays may be caused by high demand or internal procedures of revision that the government decides to hold on each particular **** application, as the approval is on their discretion.
  
  We truly appreciate your understanding and patience throughout this matter. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. We are here to help.
  
  Best regards,

  Customer Answer

  Date: 07/09/2023

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

• Initial Complaint

  Date:05/21/2023

  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.

  Date of service/transaction:02/19/2023 order number:670746 Amount:$120 Business website: ************************************** I need a **** for an *********** trip. My tourist **** application has been pending for 3 months when my other ****s I got in a matter of days through official gov ********* I tried to be patient, but it is now 2 weeks before my trip and my status is still pending government approval. Well, when I reached out to ivisa in a chat which is the only form of contact, they only relayed the applications status and offered no further info on why that *** be or an opportunity to ask anything. So I go try and check on why that *** be to ensure its nothing on my end and come to find out via ******'s embassy website, only two websites are approved by ****** gov to offer ****s online and this company of course isn't one of them. Ivisa knowing they are unable to provide this service has this purchase plan on their website. The **** I applied for will unfortunately never go through thus their refund policy conveniently states if your **** is pending government approval no refund is offered. The status of my **** I purchased through their company will stay pending because they aren't authorized to provide this service. So I've basically given all my important doc info to a scam /sham of a website... On top of that If you have an any issues the best you can do is chat with a bot and even with that it takes forever to get ahold of an agent who tries to end convo as quickly as possible. Tried to chat with an agent and they just quickly told me the status of my **** and left the chat before I could even ask anything else.I want my refund in FULL, this is illegal.

  Business Response

  Date: 06/13/2023

  Dear BBB,
  
  thank you very much for your message. We have reviewed the case (Order ******) and have refunded the order in full on June 8th, 2023.
  Kindly accept our apology for the inconvenience caused. 
  
  In this case, we have provided the full documentation to the government of ****** in February 2023, but unfortunately not have heard back from the government since that date. Please find attached the proof of refund of June 8th 2023.
  
  Kindly let ** know in case you have any other question or concern regarding this order.
  
  Best regards,
  Your iVisa team

  Customer Answer

  Date: 06/14/2023

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

• Initial Complaint

  Date:04/10/2023

  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 paid in full on 3/29/2023 to have my passport photos mailed to me and I have yet to receive them. I was told they were sent and then resent, still nothing. I want a full refund to the original form of payment in the amount of $35.98.

  Business Response

  Date: 04/14/2023

  Dear Better Business Bureau,
  
  thank you very much for making us aware of this situation.
  We have investigated the case and have issued a refund to the customer.
  Please find attached the receipts of the refund issued.
  
  We apologize for the inconvenience causes in the delivery of her photo order.
  
  Thank you very much!
  
  Your iVisa team

  Customer Answer

  Date: 04/19/2023

   
  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:03/21/2023

  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 March 21,2023 I received my **** to go to ************ for umrah in which I paid to get an umrah **** and not a tourist ****. They made a huge mistake and provided me a tourist **** and refused to change or refund me the money that I paid to get an umrah ****. The customer support I spoke to doesnt care about customers and this is very misleading as to how they give you an option for umrah **** and tourist **** on their website but then provide you a tourist **** regardless

  Business Response

  Date: 03/25/2023

  Dear *******,
  
  thank you very much for your message. At *****, we take customer service very seriously. 
  I have reviewed your case and your previous conversations with our customer service team.
  
  You have applied for an ********** with us and we delivered the **** within 1 day - well before the promised timeframe.
  

  The ********** that ***** issues is a Tourist **** for Umrah purposes. According to the ************* government, the Tourist **** allows you to participate in tourism-related activities. This includes attending events, visiting family and relatives, leisure, and even performing Umrah (excluding Hajj) if you are Muslim. With this ****, you can visit the holy cities of ******, *************), and ******. The only limitation of the ********** that ***** issues is that you are not able to purchase water from the ZamZam well to take back with you. We state this explicitly prior to the purchase and you gave consent to this. Please see attached a screenshot of the application form that users see when buying the ********** at ***** and our backedn reports stating your consent to this question.
  
  I hope you unterstand that in these cases we cannot issue a refund, as we delivered in time and made sure that you understand the potential limitations of the product that you are purchasing. Please feel free to reach out any time to ************** in case you have any further issues.
  
  Best regards

  Your ***** team

• Initial Complaint

  Date:11/02/2022

  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.

  Hi, My husband and I were going to travel to ****** the following day. My ** passport had expired, luckily I had my ******* passport so I decided to use that instead. Somewhere it caught my eye that I might need a ***** It was late, I needed my sleep and we were to leave early next morning. I was extra stressed because I could not send my husband alone, he needs my help when traveling. I found this iVisa.com site and they promised to solve my problem. At this time I was not quite aware what the document needed was called, iVisa informed that I could choose 3 different price options depending on the rush, I tried to click on the cheaper options to no avail, I was forced to pick the most expensive one at $ 103. I downloaded a document from them called ****** Advance **** Declaration.Trying to log in to Air ****** with this document didnt work, this document had a maple leaf and some letters, but no number code as Air ****** asked for. Now more tired and panicked I continued my web search and found cic.*****, a government of ****** site. I wished I had found this first! They provided me very quickly with an (eTA) Electronic Travel Authorization, for only CAD 7! With this I was able to check in with Air ******! I was so relieved!Not only did iVisa charge me $ 103 for a document I could get for CAD 7, but it was a document that did not work, and I did not need. Nobody asked for the **** Declaration when I entered ******. I have a dispute on PayPal asking for my money back, but they refuse, claiming that they sent me a document. That it was a worthless document does not seem to matter to them. I felt abused by this company, and I would like my money back. I also want to warn other people in vulnerable, stressful situations.

  Business Response

  Date: 08/19/2024

  Dear Better Business Bureau,
  I am writing in response to complaint #********.
  This in an order from ******************************** a chargeback. We would like to inform the BBB that we addressed this issue directly with the customer that time, and the chargeback was resolved in our favor. Recently, BBB contacted us again regarding this matter, and we have made multiple attempts to reach out to the customer to process a refund as an exception to our policy. Unfortunately, despite our efforts, we have not received any response the customer, even though the customer has seen our emails. We want to assure the BBB that we have taken all necessary steps to contact the customer and review the resolution after two years. However, without their cooperation, we are to proceed further with the refund process.
  Thank you for your attention to this matter.
  Sincerely,
  ****** - Specialized Support Team, iVisa.com

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 7, 2022 I contacted iVisa via ********* as they do not have a chat function that works on their website and an out-of-service phone. I was hoping to use their assistance to apply for an ********** ***** I explained that previously, I made an application, however there was a mistake while completing it and therefore I withdrew the application. I asked if they would be able to be able to expedite processing and facilitate contact with the government agency in processing my **** application. They explicitly mentioned "we can directly contact the government in order to expedite the processing or provide additional information if needed." After obtaining this confirmation, I paid $113 USD for a 4h processing time. I received an e-mail that further information was required for processing the ****, this was provided immediately. The **** was sent to the government within the 4h window. I received an e-mail that there was a delay in processing the ****, awaiting government processing. When I reached out the following day asking if they had followed up with the government authority on behalf of expediting my ****, they mentioned this was not possible. While I understand the government agency provides the final approval of the ****, I expected the service to advocate on behalf of my application to expedite it as mentioned. However, they have no means of communicating with the government agency and simply wait for a response. Applying for a **** takes <10 minutes and costs $20AUD. I would not have used their services had they not made the statement regarding the ability to expedite processing with government agency. I too, could toggle a few buttons and hit refresh waiting for a response. However, I explicitly mentioned the previous error and the need for advocacy, and they agreed to this but were unable to provide the actual service. This company seems to take advantage of people and is unable to provide any reasoning for their actions.

  Business Response

  Date: 09/13/2022

  Hi, 

  Good day, please be advised that a refund was issued for this product 1 day ago. The refund was also properly communicated to the customer. 

   

  Best Regards

   

  iVisa

• Initial Complaint

  Date:09/08/2022

  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'm traveling to **** soon. I went online to file for a ***** iVisa came up. They state you can apply for a **** to **** through them. I applied online and was charged $12.95. They stated they would process my application and get back to me to process my ***** However, the next day I get an email stating they sent my information to the US Embassy, and they would have my information in case of an Emergency. Who gives a c*** about that. I have already registered with Step (State Smart Traveler Enrollment Program), which is free! So why would I need this bullcrap service from iVisa. They lied and said they would provide me with a **** to ****. Which they didn't. They are a disgusting SCAM ARTIST!!!! ******* government needs to do something about them to protect ******** Citizens. They are ripping off *********! I'm going to file complaints with my ******** ************ ********* Newspaper and News Station the disgusting SCAM they pulled on a Disabled Veteran and the BBB did nothing about it!

  Business Response

  Date: 09/13/2022

  Hi, 

   

  Please be advised that a full refund has been processed with this order. 

   

   

  Best Regards 

  iVisa 

  Customer Answer

  Date: 09/13/2022

   
  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,
  
  *************************