LEO L.
Appalling Service and Complete Failure to Deliver
***************************** Here is the request update: Paid £139 for an 8-hour ESTA service — no progress, no timely response, no refund. Application number: 5841cf3a-b5e8-4660-aea0-b15fd92100f4 Service eVisa says this about their" serivces" - "Planning an international trip should be exciting, not stressful" Well... On 20 July, we applied for an ESTA through this company and paid extra for its advertised eight-hour turnaround. The total charge was £139 for a process that normally costs around $40 through the official ESTA website. After 12 hours, there had been no communication and no visible movement on the application. We repeatedly sent urgent messages through the customer portal linked to the application because the company provides no telephone number. We were frantic and had no other way to contact them. After 14 hours, the application was still stuck at the initial stage. We then asked them through the portal to cancel the application because it had become useless for our travel plans. Those messages were never acknowledged. Even now, the company has still not properly addressed the fact that our repeated and urgent portal messages were ignored. The company has since admitted that it failed to meet the paid priority-processing commitment, but it refuses to issue a full refund. Instead, it keeps shifting the explanation. The focus has moved from whether work was supposedly carried out, to which communication channel was used, and now to whether the US authorities might have approved the ESTA in time. None of that changes the central fact: they advertised an eight-hour service, accepted payment for it, failed to deliver it, ignored our urgent messages, and are now relying on different reasons to avoid a full refund. An extremely expensive, stressful and unacceptable experience. I strongly advise travellers to use the official ESTA website instead.
Response from Service eVisaJul 22, 2026
Hello LEO LUYENDIJK, We're very sorry to read about your experience and understand your frustration. Providing timely assistance and responsive customer support is very important to us, and we regret that your expectations were not met. We also apologize if you have not yet received a response to your enquiries. We would like the opportunity to investigate your application, review your communications with our team, and clarify the status of your refund request. Please contact us at [email protected] with your order details so that we can look into your case as quickly as possible. We appreciate your feedback and hope to have the opportunity to resolve this matter. Kind regards, Customer Service – Service eVisa