Business Profile
Electronics and Technology
VFS GlobalThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Better Business Bureau Subject: Formal Complaint Against VFS Global Dear ***/*****,I am writing to file a complaint against VFS Global regarding their gross incompetence and negligence in handling my passport reissuance process. Despite my repeated attempts to resolve the matter directly with VFS Global, paying via their phone system to answer question I have not received a satisfactory response, and my urgent need for a passport remains unaddressed. I applied for the reissuance of my passport through VFS Global and opted for their premium passport services, which included their digital photo service in October ******. I paid for this service and uploaded my photos to their portal as instructed. The police **** in my hometown notified me they completed the inquiry made.I have made numerous phone calls to VFS Global to clarify this matter, but each time I was directed to send an email. I complied with their instructions and emailed them, but despite waiting for over seven business days, I have not received any response or resolution.This delay and lack of communication are unacceptable, especially given the premium fees I paid for expedited services. My upcoming travel plans are now in jeopardy due to VFS Globals failure to process my application correctly and their subsequent lack of response.I request the Better Business Bureau to intervene in this matter and help resolve my complaint against VFS Global. I seek a prompt resolution, including the immediate processing of my passport application and a formal apology for the inconvenience and distress caused by their negligence. Thankk you for your attention to this urgent matter. I look forward to your prompt assistance in resolving my complaint. Sincerely,Initial Complaint
11/22/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am writing to file a formal complaint regarding the services provided by VFS Global (***************************************) in the ***, specifically concerning the processing of my OCI application. My experience with VFS Global has been frustrating and highly unsatisfactory.The company seems to make the application process deliberately complicated and challenging, which leads applicants to feel compelled to pay additional fees for their premium services to avoid the stress and delays. This practice raises serious ethical concerns. After enduring these difficulties, I began researching VFS Global and found that it is an outsourced service provider with a poor reputation, often embroiled in controversies and complaints.What surprises me is how this company is allowed to operate freely in the *** despite its track record of poor service. Many applicants, especially those who prefer to avoid disputes, end up paying extra to resolve issues and move forward, rather than confronting the systemic inefficiencies. This practice feels exploitative and undermines trust in the application ********** my case, the challenges included repeated requests for documents that were already provided, vague instructions, and poor customer service. I feel this was an attempt to frustrate applicants into opting for paid services, which should not be the expectation in such an essential process.I wish to remain anonymous in this complaint as I currently have an application pending for my daughter and am concerned about potential bias or retaliation. However, I feel it is my responsibility to bring these issues to the attention of the relevant authorities to prevent others from facing similar challenges.I kindly request that you investigate this matter thoroughly and take appropriate steps to ensure such practices are addressed. I urge you to review the operations of VFS Global to safeguard the rights and experiences of applicants relying on their services.Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I used Vfsglobal Service for my passport. I reside in ********,** and sent my passport to *********** location after paying for 2 way courier service on their website. And my passport is ready for collection since 29july 2024 and it never received and its been around 4 weeks as of now. I reached out to them and never got any proper response and all i get " we are escalating the issue to center" and sometime they say i need to send label however, i already paid for it, sometime they i have to go there and pick it up by myself. I paid for a service and still never receive any proper response. I believe, i am not the only one with this kind of treatment. I Sent many emails and call them many times and also tweet many times, all i am getting " we are understanding your concern" but never any proper response. I do not know what to do now in this matter. And they have helpline number which is some different country and they dont have any proper answer and Reaching out via email is same, i get same repeated response again and again. I have no idea what to do now and what do i need to get done to get my passport back. I can only Hope there could be some kind of solution on this matter, not only make sake but for many as well.Initial Complaint
08/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The organization lost my passport while transferring my documents between themselves and the Portuguese consulate. They reported that it was transferred over to the consulate but they have no record of it ever arriving in their offices. I have repeatedly tried to get a clear answer from there giving me some sort of idea of what they are doing. I was told to wait 72 business hours for an answer and after that period of time they refused to give me an update.Initial Complaint
08/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid them for the **** process for sons student **** to *****. The transaction went through but I never received any confirmation from them. I've been trying to get a confirmation email along with the 'next steps' to submit my application. They want to charge me $2.50 per minute to talk to them. I've emailed them numerous times just asking for my confirmation letter and they can't/won't send it. This is the most unorganized company I've ever had to deal with.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have applied for my Global Entry through VFS and I have not got any approval/rejection of my application. VFS is not helping me on my behalf to understand when I could get the application approved or rejected or needs additional help. I have reached out to counsulate but they wouldnt respond. Since I didnt get the service I paid for, and I paid VFS global. I am expecting a refund or get my application processed.Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I submitted a long-term **** application on March 1st I have tried numerous times to check the status of my application on line but the site is ALWAYS down. When Ive emailed them, I get a canned email in return telling me to ensure I get medical insurance Trying to speak to an actual person is extremely difficult. - Ive gotten through twice. Today, Ive had enough. I was trying to find the status of my application - more importantly, WHERE IS MY PASSPORT?!?It has been since March 1st and VFS Global has not provided me with any information. The guy on the phone wouldnt give me his name, couldnt speak to a supervisor. Constantly interrupted, finally I got sick of dealing with him and hung up. Can BBB help me?Im not sure why applying for a **** application is handled by a civilian contractor and not a government agency but I guess that doesnt matter. What does is, it is next to impossible to get any information from them. From their website, to their customer service. Its like pushing a rope, you get nowhere with them. All I want is my passport back at this point. They have been in possession of it since March 1st - it is now April 22nd What if I have to leave the country - I cant!This business needs to be investigated because the only thing they are interested in is making money by giving people the run around. There are no other options available to apply for ****s I need help on this matter. If theres anything you can do, it would be much appreciated Thank youInitial Complaint
01/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My husband ********************************* made an appointment for **** services with VFS (*********** office) but then did not need to use the appointment. According to VFS' own refund policies, the appointment fee is nonrefundable but the fee for courrier service/mail that he did not use is refundable. I followed all VFS procedures to request a refund two times, and each time they told me to wait patiently but the refund never came. This is why time has passed until I gave up on getting them to keep to their own policy and just go to BBB.Initial Complaint
08/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Our daughter is seeking an student **** to ******** for a 2 year program that starts in September. We mailed through **** Priority Mail an envelope with passport, personal financial statements, background checks and many other private documents to VFS Global office in ************* (*******************************************************************). **** has proof of delivery and yet VFS is claiming they do not have all of the personal documentation sent to them by email. We have yet to speak to someone at that office location, and we are not able to confirm what happened to all this personal and quite delicate in nature documents. We have open and *** case of identity theft, and a case with ************* as well. VFS has been irresponsive, and are not considering the threat of our privacy which is being violated and disrespected.We want them to call us and tell us what happened to our documents.Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I needed a ** **** for a short term assignment to ******. VFS Global handles part of the processing and an applicant must use VFS Global to get their ****s. As such, I used VFS Global to make an appointment for required biometrics and pay for document upload service and two shipping labels. VFS Global charged me twice the service mentioned above which included the upload service and roundtrip shipping labels because of a glitch during check out. In addition to being charged twice, I received only one label. I had to upload my own documents because uploading service was not available at the appointment location which was USCIS. I requested a refund and it's been processing for 6 weeks. There is also no mechanism to correct the double charge. I had to pay my own shipping label since I only received one instead of two. In essence, VFS charged me $240 for ONE shipping label, not to mention the additional cost of shipping label I had to purchase for around $38. I reached out to them TWICE through their feedback system, which is the only mechanism they have for customers to reach them. I haven't heard anything from them and I still haven't received a full refund for the double charge and there is no way to request a partial refund for receiving a single label.
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Customer Complaints Summary
24 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
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