Complaints

This profile includes complaints for CIBT Visas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CIBT Visas

  4301 Connecticut Ave NW Ste 250 Washington, DC 20008-2345

  
• 

  CIBT Visas

  2 Greenway Plz Ste 275 Houston, TX 77046-0298

• 

  Travisa

  555 Montgomery St San Francisco, CA 94111

• 

  Cibt

  180 N Stetson Ave Ste 3170 Chicago, IL 60601-6714

• 

  Travisa

  555 Montgomery St Ste 700 San Francisco, CA 94111-2570

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:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of this morning 05/16/2025, my **** application has remained in a deferred state with the Brazil Embassy. I find CIBT**** unable to deliver on their business. They blame the Brazil Embassy, or now potentially me for CIBT shortcomings. I ask that they own their mistake and do whats right here. Below is a breakdown of the key events related to my **** application: 21st February: ** order was created.27th February: I uploaded my initial set of docs.28th February: CIBT team reviewed docs and requested a new photograph. 3rd March: I re-uploaded your documents. On the same day, they were reviewed again and rejected due to the photograph still not meeting the required specifications.7th April: A new professional taken photograph was submitted, and finally my application was submitted to the embassy on the same day.15th April: The application status was updated to deferred by the embassy, requesting a re-upload of the Passport Bio Page.16th April: CIBT now emailed me asking to updated the Passport Bio Page. I submitted the document the same day, and CIBT reuploaded it immediately, informing me that they would keep my order under close monitoring due to the current instability of the embassys system. Again, this is not my problem, but I find CIBT to blame for this. 18th April: ** application again went into deferred status. 21st April: ******* my flights were missed, and my trip was now needing to be cancelled as no **** was issued, I requested to cancel the application. At that point, CIBT informed me that your documents had already been submitted and that cancellation was no longer possible for their team. I find this to be false as a **** was never issued still to this date. 16th May: I have formally asked to cancel my application. ** reason why, a few others planned the same travel dates to ******, and most were successful in obtaining a **** directly through the Brazil Embassy. Only CIBT customers were unsuccessful.

  

  Business Response

  Date: 05/21/2025

  We apologize for any inconvenience.  A full refund was issued on 5/20/25

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sought out CIBT Visas on April 24, 2025 to help provide their ********** services, since I do not live in near a city where I am able to go to the consulate to get the **** myself. I fill out the initial application with ****************** information and then to delivery and payments. At multiple points they ask if you'd like to upgrade to premium service, and there is a section where you can select whether they will digitally archive your **** in case your passport is lost/stolen. I made sure to decline all of these additional add-ons.Upon completion my credit card payment information, I thought there'd be another section or page for review my information and the applicable charges before the order confirmation. However, when I progress to the next step the order is already confirmed and I am immediately charged. The first time I see the total bill is when I receive the receipt in my email. This includes multiple charges I was not made aware of beforehand: a passport replacement coverage for $43, a standard service fee for $307, and a consular process fee of 6.9%. Only the consular fee of $140 was advertised, and the rest was not properly disclosed. I'd like to get my money back and choose a different company. Even if this is the going rate, I don't want to support this type of predatory and dishonest business.

  

  Business Response

  Date: 05/21/2025

  this client received a full refund on April 28th.

  Customer Answer

  Date: 05/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ***
  
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid this service to help facilitate getting a ********** for traveling. They are supposed to review all my documents for accuracy and deal with the *************** to get this done. I had the wrong date on one of the many forms required, which they should have caught as part of their service. They sent it all to the embassy, who sent it back to CIBT due to the wrong date. CIBT never notified me that this was returned. I only found out when I contacted them to find out when they were going to mail it back to me since my travel time is approaching. They informed me what happened and said it would take another 3 weeks for them to fix it. I had to have them send my passports back to me and told me they couldn't help expedite for me. I now had to cancel my original flights and hotels and re-book, and will be driving to *********** tomorrow to do this on my own. CIBT gave me a partial refund after more than a dozen phone calls to them but will not refund me $170 they said they are keeping for *** Ex service which is not ok as it is their fault this didn't happen. Every time I call them now they hang up on me.

  

  Business Response

  Date: 06/03/2025

  ***, we need your order number.  We do not action by name and email only.

• Initial Complaint

  Date:02/09/2025

  Type:Billing 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.

  We applied ***** **** Service last year for my husband and me, order number (US2453017). However, our **** applications were rejected. The CIBT charged me with $958 including a $238 cancellation fee. They told me that I can use them to reapply for **** and get credit later. When I apply for my **** in Feb.3 this year (order number US2633393), they sent me an invoice with another $314.66 fee. Last year, I already paid double amount of China **** consular fee and double amount of ***** **** service fee. They charged me again for the new application. I sent my photo to CIBT, they still charge me with $25 photo service.

  

  Business Response

  Date: 05/21/2025

  all CIBT service fees have been refunded

  Customer Answer

  Date: 06/02/2025

  I am satisfy with the business response to refund the money to me. 

   

  Thanks

  Hong Yu

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CIBT is engaged in EXTREMELY manipulative and deceptive business practices. On December 3rd 2024 I filled out their form online to get a **** to *****. They did not disclose the price of their services before I put in my debit card information. After I submitted the form, my card was charged $600 for their service. I immediately called and emailed them asking them to explain the charge and refund me for part of my order (two optional boxes that were $100 unbeknownst to me). They assured me these would be refunded and that my order would remain. On December 4th I sent my application materials to their office to take to the Chinese consulate in ************On December 6th, I received an email that my order was being cancelled. I was charged a fee of $300 to cancel the order. They cancelled my order by their own internal mistake and misunderstanding but refuse to refund me the $300 cancelation fee. The organization has faced massive layoffs and their customer ********************** apparatus is virtually non existent. In addition to my challenge, this business should be investigated for the fraudulent practice of failing to disclose the price of a $600 service, and then charging a $300 fee to get refunded. Half of this $600 fee goes to the Chinese consulate to submit paperwork anyways, so CIBT's revenue is about $300 (the same price as the cancelation fee) which means it is impossible to get refunded for the service after you submit the form where they don't disclose the price of the service.

  

  Business Response

  Date: 05/21/2025

  customer was refunded in full in Jan 2025

  Customer Answer

  Date: 05/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *** ******
  
  

• Initial Complaint

  Date:12/20/2024

  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 purchased a **** for ******* and Cambodia thru CIBT. I then realized that they charged a $197.00 service fee. So, they refunded the cost of 2 visas, in amount of $500.90 and $497.90.I was also told I would not be charged for the Cambodian ****, because "no work had been performed on the application. However, there is still a $500.90 charge on my ****. I need a refund of this application fee.

  

  Business Response

  Date: 06/03/2025

  *******,  we need your valid Order number to be sure we action the proper response.  RRXXXX is not a valid order for CIBT

• Initial Complaint

  Date:11/08/2024

  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.

  11/04/2024 I called CIBT Visas after processing a purchase for an expedited passport for a business trip. The ***resentative I spoke to explained my passport acceptance appointment was 11/7 and he said based on that date if they receive the application by 11/8, I will receive my passport on 11/15, as there is a need for the application to be in office for 48 hours before it's submitted to the passport agency. My trip is 11/17, so I said okay no worries that should work. The ***resentative also stated that would be enough time and there was nothing else needed on my end. 11/7- Called CIBT Visas who explained as long as they received the passport application on 11/8, I should receive my passport on 11/15. Today 11/8, I received an email that my passport application has been received and I will be receiving my passport on 11/15, I then receive a subsequent email that I will be receiving my passport on 11/18, the day after I am scheduled to leave for my trip. Called CIBT Visas again I am being told that is incorrect and we they no longer hand pick up passports from the passport office and they have to wait for the office to ship the passport back to them so that's why the turnaround time has changed to the 11/18. My flight and trip is 11/17. I would have to pay ***** for a 1 day turnaround time. This is not ok. I called and spoke to a ***resentative on Monday, and they stated I would be fine . Spoke to another *** on 11/7 who stated the same. Now I am expected to pay an additional 1k to get my passport on time. So now I either have to pay 1k or cancel the trip and lose moneys. This is a tactic to get customers to pay more money how didn't anyone know this on 11/07 when I called to confirm the shipping and everything was on schedule. I need a fast turnaround, or the *** as promised. If you can magically get my passport to me in 1 business day for an additional 1k, why can't I receive the passport on the original date of the 15th as promised?

  

  Business Response

  Date: 06/03/2025

  Fees and service provided were as agreed 

   

  We have these notes from the customer:

  1/******** (EST) ****** Kenzhebayeva:Hello,
  
  Thank you so much for your fast follow up and quick turnaround . Your level of professionalism exceeded my expectations. I did write a BBB review but I will go and update it now based on our conversation and your professionalism.
  
  Thank you for resolving my issue quickly !
  
  Sent from my iPhone
  11/13 11:53 (EST) ****** Kenzhebayeva:Good morning ********,
  
  Good news! We have your passport in hands and are about to ship it to:
  
  ******** ST *******
  **********************************************************************
  
  Tracking **** 779929617811
  
  Have a safe travel!
  
  
  Best regards,
  ***** Kenzhebayeva

   

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  you can disregard my original dispute 
  
  Regards,
  
  ******** *********
  

  
  

• Initial Complaint

  Date:09/05/2024

  Type:Delivery 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 placed an order for expedited premium services which cost extra on 9/4. I was supposed to be contacted by a dedicated premium agent within 4 business hours, no contact was made. I called their customer support on 9/5 at around 10:00 AM who transferred me to another line that disconnected, I called back they transferred me to another line that didn't answer. Each time the hold time was 10 minutes, I have spent close to 1 hour on hold with various lines and have received no support. I paid for a **** service, I haven't received a checklist of what's needed, I haven't received any documents I need to fill out, I haven't received any service. They have provided no service to me at all and this is supposed to be premium expedited rush service.

  

  Business Response

  Date: 11/07/2024

  The order was cancelled; no charges were incurred; individual holds a valid *****

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a lot of money because they told me I needed the 'executive service' for my **** to ***********. However, they have me emailing the embassy about information they should already know about. I am not satistifed because I did not pay $753 just to be told "Oh I don't know that information, could you ask the embassy?" That is not my job. Also the information I've been given is completely inaccurate. She told me I could not make an appointment for my D-2 **** even though the *** consulate clearly states that I can.She also stated I would need to mail in my original passport when it clearly says "DO NOT MAIL IN ORIGINAL PASSPORT" on their website. I am thoroughly unhappy with this service. What does CIBT even do? They cannot expidite my **** either. Unless I am told directly what they are doing for me in terms of my **** application, correct the information that I have been given so far, I want a refund. This whole process has been time consuming, money consuming, and clearly the person helping me has no clue what they are doing.

  

  Business Response

  Date: 11/07/2024

  This order was cancelled and fully refunded

• Initial Complaint

  Date:05/19/2024

  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 need visas for my family to *****. The webpage asked for lots of information about our passports. And mentioned some prices out of a large menu. In the end, it asked for a credit card number. It did not provide a listing of the overall fees that would accrue. Due to that uncertainty, I told them the same day for fees (it was supposed to be a super fast process and they promised information within 4h which they did not provide). But they did not provide any information on price despite me asking. On the 15th they sent an invoice, which I did not understand and did not seem in line with what I read on their webpage. I asked for clarification twice over the next two days and then decided I did not want to go ahead with them (I never agreed to the invoice). I thus asked them to cancel on the the 17th. Then on the 18th, they changed the invoice to a far more expensive one ($4098). I again asked for cancellation.

  

  Business Response

  Date: 11/07/2024

  This order was cancelled and fully refunded

  Customer Answer

  Date: 11/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******