ComplaintsforiVisa

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Ivisa to get a **** they present themselves as a legitimate business but it is impossible to call anyone on the phone, the phone number they use doesnt work, I want a refund for a service I thought I was getting. On order ****** . Nobody will contact me for a refund.

  Business response

  02/05/2024

  Dear ****,

  I hope this message finds you well. I'm ****** from iVisa, and I'm reaching out regarding the recent refund we issued to you.

  I sincerely apologize for any inconvenience you may have faced while trying to contact ** to request a refund for your ************* B1/B2 **** order with **. Please note that we do not have a phone number for direct contact, but we are fully equipped to assist you through written communication. You can reach out to us at *******************************, *********************************, or contact us via WhatsApp at *****************.

  Regarding your refund request, we would like to inform you that we have fully processed your refund on February 4th. You should have received a confirmation email for it. Additionally, please note that the bank may take ***** hours to process the refund back to your account. Attached is the evidence of the refund if needed.

  Please let us know if there is anything else we can assist you with. We have dedicated more than a decade to serving customers in completing their **** applications and will be pleased to assist you in your travel needs.

  Best regards,

  ******

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, on 1-7 we were in a bind at the airport and needed to fill out an "e-ticket" to travel to the ******************. We clicked on a paid ad in ****** to fill it out since we were in a hurry. We paid ****** dollars to have the form completed on a "rush" with Ivisa. Right after we completed this, the agent at the desk told us it is a free document on the ******************'s website. Essentially, Ivisa charged us $595 for a free document that took 5 minutes. This is an absolute SCAM. When requesting a refund from the IVISA, they told us that they would not do it because the order is completed. Stay away from this company!

  Business response

  01/12/2024

  Dear *************************,

  
  I hope this message finds you well. Upon reviewing your complaint and taking into consideration our phone conversation, where we agreed to a refund of USD ****** due your selection error, we understand the frustration this situation has caused.

  
  We want to emphasize that on our website, we clearly inform our customers that the product is available for free on the government's website, but we charge for the service of processing it on their behalf.
  Despite the confusion, as a company focused on customer satisfaction, we've decided to give you a full refund, even though it's not our usual practice. We did provide the service you signed up for within the promised 30 minutes for your trip. Find attached the refund evidence for your reference.

  
  We appreciate your understanding. If you have any further questions or require assistance, please do not hesitate to reach out. Additionally, we recommend taking a moment to familiarize yourself better with our services to avoid any future misinterpretations.

  
  Thank you for your understanding.
  Best regards,

  ***********************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** for a ******* **** with ivisa.com which was applied for in September the 16 but was going to be processed by them November 24 which hasn't been processed yet so I asked for a refund and I paid ****** cent which only 150 dollars was giving to me and now they are claiming that they sent me the full amount which the did not and they policy states if the have not processed your order you will receive your full payment I want my money.

  Business response

  11/10/2023

  Dear *****,

  
  My name is ******, from the iVisa Customer Experience Team.

  
  We have received your complaint and thoroughly reviewed your request. However, please be informed that your order has been canceled, and a 100% refund of $181.99 was processed on 02/11. Today, we have provided evidence of the refund via chat to validate this information.

  
  You can find the proof attached to this email for further clarification.

  
  Please feel free to reach out if you require any additional assistance. We look forward to your prompt response.

  Sincerely,
  ***********************************

  Customer response

  11/21/2023

  Complaint: 20852169

  
  

  I am rejecting this response because:

  I did not receive my full amount at all it was not sent I paid them181.91 and shown here on mu account I only got back 150 dollars this is not fair they did not process anything for me but kept 30dollars  of my hard earn money  

  Sincerely,

  
  

  *****************************

  
  

  
  

  Business response

  11/28/2023

  Dear *****************************,
  
  I hope this message finds you well. Regarding your recent concerns about the refund, I want to confirm that we have indeed processed a full refund of USD ******, credited to your account on 02/11/2023 at 2:33 GMT. For your convenience, I have attached the proof of refund to this email.
  
  If you have any further questions or need additional assistance, don't hesitate to reply to the email we have sent you from ***********************************
  
  Your satisfaction is our top priority, and we're here to assist you. If there's anything else you'd like to discuss or clarify, feel free to reach out.
  
  Best regards,
  ***********************************

  Customer response

  12/03/2023

   
  Complaint: 20852169
  
  I am rejecting this response because:
  
  Sincerely, they still not understand the change rate is not more then 10 dollars they took 30 dollars I want my money back 
  
  *****************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid $143.44 on October 6 to iVisa Order #****** for a ******* ************* They have no phone number listed. They say they will return messages (I have used their chat feature multiple times. They dont respond when they say they will (within 12 hours). They keep rejecting my application for various reasons that are contradictory. On one app they accept info like passport pic and then they dont. Been stringing me along for multiple iterations. My trip is coming in two weeks now and I don't believe I will get my **** in time. I now believe it is a scam. HELP ME I need a human being to call me. ************. The specific complaint I'm now dealing with involves a certificate for a yellow Fever shot. They say I need a full size certificate, I have contacted ******************** and CDC and ************************** All say my document is correct and the only certificate they issue. Please help. I have flights, shots,tours and hotels paid for in which I will lose $4000 if I cannot get this ****. I have been to over 70 countries. Never had any problem, First time using iVisa.

  Business response

  10/31/2023

  Dear ****,

  I hope this message finds you well. We appreciate that you let us know your concerns. We tried to reach you via phone, but it appeared that the line was busy.

  We're reaching out to request the following information if we cannot move forward with the application without the following information:

  - We need your bank statement from the October's period
  
  - Full Address: Please provide us your complete address without omitting any detail, including the country and phone number.
  
  - Are you entering by land or by air?
  
  - Which would be the point of entry?
  
  - Main Destination in *******: Tell us your primary destination in *******. If you have a secondary destination, kindly provide that as well.

  
  You will receiving an email from *********************************** requesting this information. We kindly invite you to respond to it so we can continue to process your application.

  In the event that we do not receive the required information, we regret to inform you that we will be unable to continue processing your order. However, we are committed to providing you with a full refund if you do not wish to continue with the application process.

  If you have any questions or require further assistance, please do not hesitate to contact us. We are here to help and facilitate the process for you.

   

  Thank you for choosing us for your **** application, and we appreciate your cooperation in providing these necessary details.

  Sincerely,
  ***********************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an ** citizen currently residing in *********. In August I was making plans to travel to ***** and decided to use an ******** *********** to help with the process due to the assumed difficulty. Upon messaging with an agent at Ivisa i agreed to use their service as he confirmed it would make the **** process easier and they would take care of all the small details. At the beginning of August 2023 I filled out the extensive **** application including passport information, **** information and photos I had professionally taken. I paid $216.98 which i assumed included the actual **** payment as well. My travel was to be 3rd October 2023. Upon time of application it stated that submitting that night my **** was be in review within 24 hours. The following day I received an email that they would hold my **** until August-18-2023 due to it being too early for government submission. I never heard back and I followed up on that date. This began with daily emails on my part of generic emails without any real help. I asked for refunds multiple times due to the limited time frame stating I would do it myself. Each time i was reassured the **** application was being reviewed and submitted. Each review requested information that was submitted at the initial application in early August. Any delay was blamed on the ******* government, which was invalid as nothing had been submitted yet. Again i asked for refunds so that I could make the required **** centre appointment as my own research showed all that I had been repeatedly being told by Ivisa was false. Each email reply from them was different staff each time guaranteeing that my application was in the best hands. Again I asked for a refund and I was told my appointment had now been made and i could not receive a refund. When i asked about the **** being paid for I found out what i paid was their service only. When showing up to my appointment they had not received anything from Ivisa. I had to supply everything. Order ******

  Business response

  10/26/2023

  Dear ********,

  I hope this message finds you well. We genuinely appreciate your feedback and want to address the concerns you've shared in your recent communication.
  Regarding the information provided to the embassy, it's important to clarify that our service primarily involves assisting with the application process by collecting the necessary data and submitting it to the respective authorities. We do provide comprehensive guides to our customers, detailing all the documents needed to attend the interview, to ensure a smooth and hassle-free process with the embassy. This guide was provided to you via email at the moment that the appointment was booked on August 31 at 11 am.

  
  Additionally, we understand your frustration regarding the payment required upon arrival at the **** center. We want to emphasize that this information is available on our website and is part of the standard procedure for **** applications in certain countries.

  
  We genuinely value you as a customer. As a gesture of our commitment to your satisfaction, we are pleased to inform you that we have issued a full refund for your order as an exception to our refund policy. You can find the refund transaction evidence attached to this email.

  
  Once again, we appreciate your feedback and hope that this resolution aligns with your expectations.

  
  Sincerely,
  ***********************************

  Customer response

  10/27/2023

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

  Thank you for your prompt help in this very frustrating matter.
  
  Sincerely,
  
  **********************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to complain about a duplicate ********* ETA application that I submitted to iVisa on 11/Oct/2023. I have already been approved for an ETA, and I do not need another one.I submitted my duplicate request on [date]. I immediately realized that I had made a mistake, and I contacted iVisa customer support to request that they cancel my request. However, iVisa did not cancel my request, and they charged me $532 for it.I have contacted iVisa customer support multiple times to request that they refund my payment, but they have refused. I have also attached a copy of my original ETA approval notice to this complaint.I am very disappointed with the way that iVisa has handled this situation. I am a loyal customer of ********************, and I have always been satisfied with their services in the past. However, I am very concerned about the way that they have handled this duplicate request.I am requesting that the Better Business Bureau investigate this matter and help me to resolve this issue. I would like to receive a refund for my duplicate ETA application, and I would like to know why iVisa did not cancel my request despite my multiple requests.Thank you for your time and attention to this matter.Sincerely,[Your name]

  Business response

  10/18/2023

  Dear *******************,
  
  I hope this message finds you well. I appreciate your communication and understand your concerns. After a thorough review, we have confirmed that you requested the cancellation before the order was sent to the government. As a result, I am pleased to inform you that we have approved a full refund for your order. Please accept our apologies for the misunderstanding that you were not eligible.
  
  In addition, I would like to inform you that your subscription will be canceled, as it was acquired at the time of the order purchase. This will enable us to refund the total amount of the order.
  
  Attached to this email, you will find the refund proof.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are here to assist you.
  
  Sincerely,
  ***********************************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 21, 2023 I applied for a ****** e-**** through the iVisa portal and paid USD 107.33.What followed were multiple delays and repeated requests to upload my documents again and again. All my efforts to contact support staff were met with slow responses and no headway.On September 28, I received an absurd email requesting me to upload documents pertaining to an ********** **** application, totally different from what I had paid for.This was proof that iVisa had negligently mishandled my application the entire time.Pursuant to further email correspondence where I threatened legal action, the iVisa team responded saying there were delays with my application due to heavy traffic on the ******* authorities' channels.Earlier today (October 2) at 12:58 pm, I received an email from iVisa in which they claimed to have filed my application since September 21, with no response from the ******* authorities.This directly contradicts the order of events and my experience of repeated requests to re-upload all sorts of documents, as well as their previous email correspondence.At 1:45 pm on October 2, iVisa emailed me to inform me that my application had been rejected with no reason provided by the ******* authorities. Attached in this email was a document titled "Rejection Letter.pdf"This document contained the insignia of the ******* government along with a cookie-cutter template stating that my application had been rejected. Curiously, the document lacked a signature or valid government stamp, leading me to doubt its validity or veracity.Not only has my itinerary been jeopardized, I have also incurred an additional USD 450 in flight cancellation fees, leading to a total deficit of USD 557.33.All of these losses come down to iVisa's negligence and poor customer support which amounts to a breach of their implied warranty to deliver the services which I have paid for.

  Business response

  10/03/2023

  Dear ***********,
  
  I want to express my sincere apologies for any inconvenience you faced during your ****** e-**** application process. Your feedback is essential to us, and we're dedicated to making improvements for a smoother experience.
  
  We've already provided a full refund to help ease any financial burden you may have experienced.  Please remember that your application was submitted to the ******* authorities with all the necessary and required documentation. **** rejection reasons are determined solely by the relevant government authorities.
  
  If you have any more questions or concerns, please feel free to contact our support team. We genuinely appreciate your feedback, and our goal is to ensure your satisfaction.
  We look forward to the opportunity to serve you better in the future.
  
  Sincerely,
  ***********************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/1/2023 I started an on line application for (2) e ****s for ********* . I filled out part of the form, entered my credit card info, but then decided to not have them process the order. The total charges were over $193.98, Of which all but $70 was their fee to complete the application. The $70 part of the total was the fee the ********** gov charges for (2) ****s. I received several requests from them to complete my application. But did not do so . I sent several emails to them ( their customer service reps) informing them I was not going to finish the application, to refund my money, and delete and personal information I had sent them. Over several emails they sent me links to cancel and request a refund. But every link ended in the same result ( the message Order #****** - ********* eVOA Our agents are currently unable to review your order Complete your information now.They have made no reasonable attempt to refund nor even start the process, and the number I called that was attached to the charge on my Amex card was according to their message was : for outbound calls only. Im my opinion their charges were fraudulent as they provided absolutely no service to me, nor could they even apply for a **** for me In my name without me finishing the application . They needed a scan of my passport and photographs .. since my last e mail on the morning of 9/5, they have not responded via mail to any requests for refund , and I fear if if complete the application as they suggest to secure my refund, they then have a gotcha and refuse my request for a full refund. My wife and I are senior citizens and feel we are being taken advantage due to our age.,

  Customer response

  09/06/2023

  I received these letters from IVisa in my mail today.  They indicate that they have refunded all my monies ,  

  Assuming this, I feel this is acceptable, and wish to close my complaint. 
  

  I thank them for their  favorable response.  Given their most recent response, it appears I may have jumped the gun when i filed this complaint, and apologize for my haste, but at the time it felt the issue was overwhelming.   
  thank you. 

  Business response

  09/06/2023

  Dear ******,
  
  My name is ******, from the ************************* I understand that you encountered some issues during your application process, and I would like to explain what happened here.It appears that you had trouble with the refund link, which caused us not to be able to refund your order immediatly.
  
  I want to sincerely apologize for any inconvenience this may have caused you. Upon learning that you no longer wished to proceed with your application, we respected your decision.
  
  In accordance with our refund policies, and finding out that you were unable to complete the refund link, we have issued you a full refund.
  Please find attached here the proof of your refund for your reference.
  
  I hope this resolution is satisfactory for you, and we look forward to the possibility of working together in the future.
  
  Sincerely,
  ***********************************

*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. ↩