ComplaintsforiVisa

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 17 August I submitted an application through iVisa to get an ETA **** for *********. Their website stated a 2 day turnaround for $86. I had a flight booked to leave ****** on Sunday 27 August. I kept an eye on the progress and the next day I was asked to send a better photo of my passport which I did. On 21 August the application was sent to the government for processing. Unfortunately that was where the process stopped. I contacted iVisa to follow up on the status and I was asked for further information which I provided but nothing happened. My partner in ********* and I have been in constant contact with iVisa but all we get back are form letters and "I'm sorry for your frustration". The day before my flight my partner contacted iVisa via their chat feature to see what the status was. She was told that it was with the government for processing but they had no ****bility over that so could not provide that information. Unfortunately after 10 days my **** still had not come through and I had to change my flight and had to pay $980. My new flight is on Wednesday but I still do not have my **** and I am now extremely anxious that I am going to have to change it again and fork out more money for this third party's incompetance and mis representation on their website.

  Business response

  08/28/2023

  Dear *******************,
  
  We understand your dissatisfaction with the government's processing time for your **** application. Your satisfaction is our top priority, and we are dedicated to ensuring you have a positive experience.

  
  We've noticed that this delay has unfortunately led to unexpected changes in your travel plans. We want to assure you that the transparency of our website is of utmost importance to us. In light of the unfortunate situation you've encountered, we have initiated a full refund for your entire order as a demonstration of our commitment to you as a valued customer.

  
  Additionally, we will keep you updated via email on the progress of your **** application as it awaits government approval. Please be aware that the timeline for this step is not within our control. We would like to clarify that the time indicated on our website corresponds to the processing time for preparing your documents, not the government's response time.

  
  Nevertheless, we are fully committed to ensuring your satisfaction and will take any necessary steps to expedite the process.

  Business response

  08/28/2023

  Furthermore, it's crucial to understand that the government processing times can occasionally be subject to delays due to various external factors and circumstances that *** be happening in your destination country, in their country immigration regulations, and in some instances, they *** request additional information or explanations, which can extend the processing duration.

  We would like to confirm that we already emailed you on this matter and I want to reassure you that I'm here to address any questions or concerns you *** have.

  Customer response

  08/29/2023

   
  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

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted iVisa via e-mail as they do not have a chat function that works on their website and an out-of-service phone. I would like to request a full REFUND for the Order number: #******. I have missed my ***** Airways flight (QR 936) due to **** inconvenience and it is so much expense for missed travel itinerary and scheduling. I have contacted numerous time for a full refund. BECAUSE I WAS NOT ABLE TO USE THE **** ON TIME and INCURRED MANY EXPENSES! PLUS I PAID $150 TO expedite this process. I was hoping to use their assistance to apply for a ****. I explained that previously, there was many technical errors uploading documents and photos on their website therefore there was a mistake while completing it and therefore I withdrew the application. This company seems to take advantage of people and is unable to provide any reasoning for their actions. I am requesting FULL REFUND for the Unused ****. I want my refund in FULL, this is illegal.

  Business response

  07/06/2023

  Dear ****,

  I am writing to sincerely apologize for the delay you experienced in the delivering of your ***** eVisa. Upon investigation of your application, there was an unforeseen delay in on the governments side, which unfortunately affected your travel plans.

  We deeply regret the impact this has had on your travel plans and understand the importance of receiving your **** in a timely manner. After reviewing your case with my supervisor, as a token of our sincere apology and to address the inconvenience you have faced, we are providing you a full refund (please find attached the evidence of the 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 you have any further questions or need additional assistance, please dont hesitate to reach out to us.

  We will be looking forward to hearing from you,

  Business response

  07/06/2023

  Dear ****,

  I am writing to sincerely apologize for the delay you experienced in the delivering of your ***** eVisa. Upon investigation of your application, there was an unforeseen delay in on the governments side, which unfortunately affected your travel plans.

  We deeply regret the impact this has had on your travel plans and understand the importance of receiving your **** in a timely manner. After reviewing your case with my supervisor, as a token of our sincere apology and to address the inconvenience you have faced, we are providing you a full refund (please find attached the evidence of the 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 you have any further questions or need additional assistance, please dont hesitate to reach out to us.

  We will be looking forward to hearing from you,

  Business response

  07/06/2023

  Dear ****,

  I am writing to sincerely apologize for the delay you experienced in the delivering of your ***** eVisa. Upon investigation of your application, there was an unforeseen delay in on the governments side, which unfortunately affected your travel plans.

  We deeply regret the impact this has had on your travel plans and understand the importance of receiving your **** in a timely manner. After reviewing your case with my supervisor, as a token of our sincere apology and to address the inconvenience you have faced, we are providing you a full refund (please find attached the evidence of the 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 you have any further questions or need additional assistance, please dont hesitate to reach out to us.

  We will be looking forward to hearing from you,

• Initial Complaint

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  09/13/2022

  Hi, 

   

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

   

   

  Best Regards 

  iVisa 

  Customer response

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

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an ********** eta off their website and they discontinued my application and changed the status from "waiting on gov" to "info needed". The status "waiting on gov" means that the application is still being processed by the government. Refunds aren't allowed when an application is still processing. My application was not still processing because they were requesting info. Instead of entering the info, I just asked for them to cancel my application and give me a refund instead. Every time I would ask for a refund, they would change my status back to "waiting on gov" and tell me that they can't issue my refund because the application is still processing. But they were lying because my application is not still processing. They changed the status back to "waiting on gov" to make it LOOK like it was still processing. I have asked for a refund multiple but all they do is change the status back to "waiting on gov" but it always changes back to "info needed" later. Please make them cancel my application and issue my refund. The order number of my **** application is #******

  Business response

  03/27/2023

  Dear Better Business Bureau,

  In reponse to Complaint ID ********, we would like to share the following information:
  
  On April 19th, 2022, we received an order regarding processing of an ********* ETA **** from ***** *************************
  We processed the order the same day and forwarded required documentation to the Australian government.
  On the same day (April 19th), we received a notification from the government asking for additional information regarding the customer.
  We notified ****************** of the additional requirements, gathered the documents and provided the documents to the government.

  Unfortunately, since this moment, we have not heard back from the government of ********* regarding this case. As a consequence, we have issued a refund of 100% of our service fee to ****************** on June 14th, 2022. Please find attached a screenshot of the refund confirmation. As part of our terms and conditions, government fees are not refundable, as the governments also do not offer refunds. 
  
  We consider this case as closed, as we have provided the refund that ****************** was looking for.
  
  
  Best regards,
  Your iVisa team

*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. ↩