Business Profile

Passports and Visas

CIBT Visas

Headquarters

Complaints

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

Customer Complaints Summary

27 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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,

****** *******
Initial Complaint
Date:05/13/2024
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.
Ongoing catalogue of mistakes and atrocious service includes: 29 April. Originally filed paperwork for ********** with CIBT, noting travel date of 10 June to *****, and that I was travelling to ****** on 16 May so needed **** turned around before then. No response. 30 April. Called customer ********************** two days later, was assigned to a "premium agent" and told there was a four day turnaround. Given link to upload documents, which I did. 2 May: Agent contacted me, requesting exact documents I had uploaded four days previously. 7 May: Agent confirmed paperwork submitted was in order and good to submit, and requested some additional paperwork. 8 May: Agent requested different version of a letter. I spent four hours arranging it. Again received confirmation that all was in order. 10 May: at 3.30 pm I was told the paperwork that was previously acceptable needed changes. We agreed (with agent's supervisor) to return my passport, and send me ***** shipping label of 13 May. 13 May: ***** shipping label has not been received via email. Calling the customer ********************** line, I am transferred to my agent, who is non responsive.
Business Response
Date: 11/07/2024
US2505704 ********* ********. Her complaint was May 22. **** was issued May 31. We finished our service. We apologize for not meeting expectations and not providing the best customer **********************. We have refunded our service fees.
Initial Complaint
Date:04/25/2024
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.
03/28/2024 logined on to CIBT **** website for a **** to ****** They asked for information and credit card information Then asked for documentation passport travel destination duration etc which I supplied. Then they asked for a bank statement which I would never ***** that point I called spoke with a representative, who told me she understood and my credit card would be refunded the ****** charge. I did not receive a ****, didnt submit the application or complete it.This just did not seem like something a reputable company would do. I have never heard back from the company or receive a credit as promised.I think this company is just collecting money and has no proper customer **********************
Business Response
Date: 05/07/2024
Dear ******,
US2491977- this is cancelled and we attempted to refund. The refund has not gone through since there is a dispute with **** from the client. We will attempt again once their system updates however as of just now, it's still considered a 'charge back'.
Customer Answer
Date: 05/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21627059

I am rejecting this response because: I have spoken to my bank card company and they do not reject a refund from a disputed charge . A dispute will never cause a refund to be rejected . More lies from this company

Regards,

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

Customer Answer
Date: 06/28/2024
The first screen shot shows the original charge of 301 from Cibit
the second screen shot shows where I disputed the charge and the credit card company credited back the charges 301
The third shot shows where the credit card company denied my claims and re billed the 301.00
i did pay the charge so I would not be charged late fees
Thank you so much for getting back to me on this issue. I cannot afford to let this just go
Regards
****** Boddie
************
Customer Answer
Date: 07/05/2024
The screen shots show original change
the credit from bank for ccd dispute
The rebill from ccd when dispute was denied
Customer Answer
Date: 07/05/2024
The screen shots show original change
the credit from bank for ccd dispute
The rebill from ccd when dispute was denied
Business Response
Date: 11/07/2024
This order has been cancelled - cannot refund; was chargeback
Customer Answer
Date: 11/13/2024
The change in question was not changed back. I paid the charge in full after the bank tried to get a resolution from the company
I have previously sent the credit card bill showing my payment to them
I do not receive the **** and did not complete the application to begin with
they told me they would refund but as I had already paid the bill they couldnt make the refund go through on my credit card

Customer Answer
Date: 11/15/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21627059

I am rejecting this response because:
The change in question was not changed back. I paid the charge in full after the bank tried to get a resolution from the company
I have previously sent the credit card bill showing my payment to them
I do not receive the **** and did not complete the application to begin with
they told me they would refund but as I had already paid the bill they couldnt make the refund go through on my credit card

Regards,

****** ******
Initial Complaint
Date:04/10/2024
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 hired CIBT Visas to assist me with getting a Q2 **** for a trip to *****. They continously failed to do any quality checks before submitting paperwork and made multiple mistakes over the course of 2 months. I spend over $100 constantly having to overnight new paperwork to them as they fed me the information that was needed piece by piece. Finally once the Q2 paperwork was recieved they still submitted the wrong paperwork for a L ****. I was told by the operations manager, ****** that Q2 was submitted, yet the agent ***** said it wasn't. I believe ****** lied about what was actually submitted in an effort to save face. In order for me to make my flight I ended up having to spend $400 more to change my flight to leave from ******* and drive 6 hours to their office to pick it up. Then once they finally got me my passport back they had to be reminded about returning the rest of my paperwork. Which they didn't do, they only gave my marriage certificate back and nothing else. Finally they decided to charge me another $149.66 to release my **** but never told me about these extra charges. They didn't even give me a recipt, just charged my card without saying anything else.They repetedly dropped the ball on this wasting my time and costing me over $600 more than expected due to their errors.I expect an apology and a refund for how this was repetedly bungled. I also wish this review to be public so other potential customers are aware of the significant, repeted, and preventable mistakes that CIBT made during this process.
Business Response
Date: 05/07/2024
*******,
You have been in contact with our Customer ********************** Manager. The services fees were refunded as a courtesy. The government fees were not refunded.
Initial Complaint
Date:03/10/2024
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.
CIBT **** service agreed payment of $670 for 2 China Tourist Standard **** and consular fees were made on 8-15-23. However, when the invoice was emailed, a $70 passport replacement fee was also charged. I called twice to get the refund since it wasn't needed or requested. CIBT agreed to the refund and said it'll take a few weeks. I had issues entering data into CIBT's system due to my age 70. The drop down date option for year of birth, high school graduation date were allowed for someone younger. I called several times and found out they are aware of the program problem but just haven't fixed it. Based on the age allowed, this may be a problem for several years. I was finally able to provide the information by phone. The person who took the information was not the data entry person. The information entered was not correct and I had to contact them for the correction. We also had problems with other forms and asked if we can attach a note explaining the issue. Was initially told no but this was later approved as a viable solution.While on the phone with a helpful person and going through final corrections, I saw a notice coming through my computer of a charge made by CIBT of $100. I asked the person if she was aware of the charge. She thought it was for expediting but that she would ask for the removal. I didn't realize that the charge was for $170 and the $70 CIBT agreed to refund was kept and applied to the new charges. I did initially request a Saturday delivery and agreed to my calculated extra cost to be $20 for Saturday vs weekday delivery. However, when I saw the $102 charge I tried to cancel but was told the label has been printed.I worked with my credit card company but CIBT denied any refund. I refiled the claim and merchants **** denied again. I was told by my credit card that **** will always side with the merchant.Thank you.p.s. This was CIBT SFO
Business Response
Date: 04/02/2024
Hello Kitty. We are sorry both for the issues you had with our website and placing your order, and in receiving a refund. I am in touch with our customer ********************** management team. Could you please provide us with your order number so we can examine our records and bring this issue to a satisfactory conclusion?
Business Response
Date: 04/02/2024
Hello Kitty. We are sorry both for the issues you had with our website and placing your order, and in receiving a refund. I am in touch with our customer ********************** management team. Could you please provide us with your order number so we can examine our records and bring this issue to a satisfactory conclusion?
Business Response
Date: 04/11/2024
Please see the attached. We removed the rush fees & refunded the shipping as a courtesy.
Customer Answer
Date: 04/27/2024
My apologies for the delay. I am satisfied with the resolution. Thank you.
Initial Complaint
Date:03/09/2024
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.
I am writing a complaint against ****Central/CIBT for excessive and unnecessary charges. I am taking an African cruise on the Norwegian ****. Norwegian Cruise Line emailed all travelers to obtain our Visas through ****Central/CIBT. My credit card has been charged $1,787.15 for two, one day Visas. The two Visas are for ****** and Cote DIvoire; the latter was not needed. I was told I needed both and later admitted they were wrong. However they refuse to reimburse the fee for Cote D'Ivoire. Furthermore, I was charged $275 for a rush to get the *********** that wasn't necessary. I do not believe I should be paying anything for the Cote DIviore **** and should be getting an additional $224.20 (at least) refund. Gambia Invoice Money Order (Embassy) $21 x 2 = $42.00 Digital Photo 35 x 2 = ***** Gambia Consular Fee (RUSH) 275 x 2 = ****** Gambia Tourist Fee 69 x 2 = ****** Inbound Shipping Label 59 x 1 = ***** Consular Processing Fee(6.9%) ***** x 1 = ***** $896.95 I was issued a $150 credit for Gambia reducing the rush to $400 Cote DIvoire Invoice Cote DIvoire Tourist Fee $69 x 2 = $****** Cote DIvoire VAC Fee ***** x 2 = ***** Cote DIvoire Consular Fee 150 x 2 = ****** Consular Processing Fee (6.9%) ***** x 1 = ***** $482.20 Concerning the Cote DIvoire ****, CIBT issued a $258.00 credit. Although I cannot reconcile that amount to the charges; the credit reduces the Cote DIvoire invoice from $482.20 to $224.20. I do not believe I should be paying anything for that ****. Both the representative and his supervisor admit the **** wasn't needed in an email but refuse to absorb the fee.
Business Response
Date: 04/02/2024
Dear *****, we regret that you are unsatisfied with our service. We would like to rectify this situation as quickly as possible. Could you please provide us with your order number so we can look at the process involved with your visas and bring this matter to a satisfactory conclusion? Thank you and apologies again.
Business Response
Date: 04/11/2024
From our customer ********************** **** for order US2476269.
It is a chargeback so Amex has already pulled back the charges and refunded directly to him. We are not able to process any further refund since the $ has already been pulled form our accounts.
Thanks
Initial Complaint
Date:02/15/2024
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 ordered a travel **** from CIBT January 3rd, due back January 25. i submitted all additional documents January 4th everything was sent successfully. When i checked the status on January 22nd it showed documents haven't been received. I called them on they phone that day to understand that status. They stated they have the documents but would need to elevate this to management. Tuesday the 23rd, I called again. They stated on the phone someone will call me Wednesday to discuss this order but it doesn't look like they will be able to process the order. Wednesday the 24th, I called them again to speak about the order. They stated on the phone that they emailed me the order is in jeopardy by the travel date/due date. However, I never received any communication via email. Since the order cannot be processed in enough time they recommend I cancel the order for a full refund. The next day they only refunded a partial amount and charged a $209 cancelation fee. Again i spoke with someone over the phone and they recommend i email them through the email address given. The response was "At any point our company performs work to assist with your **** request, a cancellation fee will be applied."As you can see in the uploaded document (picture), they received the order, they never processed it.
Business Response
Date: 03/05/2024
We regret we did not provide you with a better service experience and that your interactions with CIBT were so frustrating. We are looking into our internal processes here to see what went wrong to address them so something similar will not happen in the future. Again, we regret this occurred and for the confusion and stress it caused you in planning for your upcoming travel.
I have authorized a full refund of the cancelation fee. It is currently being processed and should be sent to you shortly.

Again, we regret this was the experience you had with CIBT. We strive to deliver the best service in providing visas, passports, and other travel documents, and realize the importance of these documents for global travel. We will look internally to see where our systems broke down in this case.

Business Response
Date: 03/05/2024
Regarding the refund of the cancelation charge - we looked in our system and saw that the amount had already been refunded to you by your credit card company. Please let us know if this is correct, and if this refund was completed by your credit card company.

Thank you.
Initial Complaint
Date:01/11/2024
Type:Billing 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 was in the middle of applying for a **** and they unilaterally canceled my application and then charged me $199 for canceling. I did not initiate nor ask for a cancellation. I messaged and called in multiple times for a resolution and they refused to pick or answer any emails. Absolute scam.
Business Response
Date: 02/15/2024
We sincerely apologize for the oversight in processing the refund for you in a timely manner. We have refunded the $199 to your credit card on file as of today, it will take up to 96 hours to appear on your bank statement depending on your bank.
Customer Answer
Date: 03/01/2024
[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,

***********************
Initial Complaint
Date:12/18/2023
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.
Ordered premium service to obtain Chinese visas for myself, family. Applied weeks in advance to avoid stress, risk of not getting **** on time. Due to persistent issues with the service quality (primarily, the lack of expertise on the subject matter and confusion) ended up in a stressful situation of sending/resending documents up until the last moment. At some point, I notified the group that I want to cancel the order and asked to wait until a Monday, but the documents have been sent to the consulate before that, which meant the consular fees would be collected, forcing my hand (even though the company said the documents could not be sent before the Monday, so I had time to decide). In the end, the group leader acknowledged the shortcomings of the service, and we engaged in negotiations of the discounted service cost. An agreement was reached and confirmed by the group leader by email. However, additional, spurious charges were added after the fact, amounting to $413.39 above the negotiated value. When complained, a $100 refund was offered, then another $200 (has not arrived as of now), then the group leader said that I will receive a call from the director (has not received as of now). Essentially, the company treats this as a continued negotiation after the agreement has been reached (and after I got no leverage left since the business has concluded). I reject this approach as a bad way to do business and expect the total of $413.39 to be refunded.
Customer Answer
Date: 02/01/2024
Hello,

Thank you for the information. I confirm that the company has never followed up since. Even that second partial refund of $131.39 that they've promised has never materialized.

Regards,
*****************************
Business Response
Date: 02/15/2024
We apologize that you encountered concerns with your services requested from CIBTvisas. In order to research this we do need an order or invoice number to complete our investigation.
Customer Answer
Date: 02/29/2024
Hello,

The order number is US2414101. The invoice number is 2164629, but they had different versions of it with the same invoice number. As described in detailed earlier, they have charged more than what was explicitely agreed in email communication with their senior agent.

Thanks,
****
Customer Answer
Date: 03/07/2024
Hello,

I am a little confused about the status of the claim. You have sent me a communication on February 1 saying that the business have never replied to your inquiries and that "...final letter seeking a response will be sent today.". But then on February 29 you have asked me some additional information, and it seems that you have sent another letter to the business. Is this still a continuation of the original attempt to get their response, or you have started anew? I just want to make sure that there was no sudden loss of continuity in handling this claim.

Thank you,
****
Business Response
Date: 04/02/2024
Our apologies **** on any issues we have had in resolving this matter. I have been in contact with our service managers. Would it be possible for you to send me your order number so we can bring this situation to a timely and satisfactory resolution?
Business Response
Date: 05/07/2024
US2414101 **********- Premium Service order, $100 in rush fees were refunded to the card on file. $100 waived in PS fees.
Per his note below, we can reply and advise that this amount will be refunded $413.39.
Customer Answer
Date: 05/08/2024
[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,

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

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