Complaints

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:02/27/2024

  Type:Order 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.

  On 02/08/2024, I submitted an application for OCI card. My application was immediately rejected because my ** passport did not include my middle name but my birth certificate did. I was told I had to resubmit the entire application and pay fees again and include a notarized document of the name change. My name was never changed. The middle name is irrelevant in the US. None of my official government documents including my tax forms have my middle name. This happened again with my mother on 02/23/2024. But her middle name (which is included in all her government documents) was included in application but was rejected because it was not included on her US passport. I do not decide what is on my US passport. It is ridiculous to have to resubmit all these pages of documents over and over and pay $67 in fees each time. They make you sign a document that allows for minor changes to be made but there is never any correction period. They just reject your application.

  Business Response

  Date: 03/04/2024

  Dear Sir/Madam,
  
  Thank you for writing to us.
  
  We thank you for allowing us to serve you, and believe you have some views to share with us, which we as a global organization of repute respect.
  
  As you are aware, VFS assists and operates purely based on mandates received from various client governments, and hence applicant data security is of prime importance and concern.
  
  We regret our inability to respond or even acknowledge communication that *** contain any form of customer data, Except when directly received from our esteemed customers. This ensures mutual safety.
  
  Thank you for your kind understanding.
  
  Warm Regards,
  *****
  VFS Global Customer Care
  
  Note: To know more on how we process/handle your personal data, please visit our privacy notice at
  ***********************************************

• Initial Complaint

  Date:02/14/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Your application is incomplete 1 Missing signature Missing applicants signature on the last page of the renunciation Government application form please reprint from Government website sign first and last page and mail to VFS 2 Proof of address Id or driver's license copy ****** electric or gas or water bill or signed lease agreement or mortgage statement 1 can you please let me know which government form need to be signed on second page i have form has only one page and that i already submitted with signed and for address proof i have been submitted proof as shown in option for temporary housing in hotel notarized invoice and still asking for address proof and trying to charge more money .

• Initial Complaint

  Date:01/22/2024

  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 applied for passport renewal in first or second week of december. I paid for photo service on their website. As I was not sure about the photo quality I took a photo at CVS and sent the physical photos along with my application. I saw the status that my application was put on hold requesting some more documentation. I sent the additional documentation and I have a proof of receipt on 26th December. They never updated the status reflecting it till now. I called them multiple times regarding the same. In one call they told me to wait for few more days as holiday period might have caused the delay. In the next call they told me that I can ignore the status and asked for new photographs again. They said they sent me an email which I did not receive. They said they opened a ticket and escalated it. Missing photos was never reflected on their official status tracker. I uploaded a new set of photos again. In the next couple of days I got a email saying that my application is rejected. I called them again and they told me that they will try to not return the application and escalated my ticket again. Very next day I got my rejected application along with the documents I sent on December 26th. Note that none of their calls are free of cost. I have to pay a per minute fee for their mistake. I have to pay for 2 mailing labels and 3 sets of photographs. All in all if there is a way I will never return for their services. VFS wasted 2 months of my time. Now my travel plans are at risk. I applied for renewal even before expiration so that I can avoid paying Tatkal fees. But now they put me in a position to opt for tatkal because of their slow processing and mistakes. I want them to absorb the Tatkal fee atleast because this was caused by their mistakes, delays. My application ref # is *************. Tracking label of original application: ****************** Tracking label of additional documents: *******************

  Business Response

  Date: 02/08/2024

  Dear Sir/*****
  
  Thank you for writing to us.
  
  We thank you for allowing us to serve you, and believe you have some views to share with us, which we as a global organization of repute respect.
  
  As you are aware, VFS assists and operates purely based on mandates received from various client governments, and hence applicant data security is of prime importance and concern.
  
  We regret our inability to respond or even acknowledge communication that *** contain any form of customer data, Except when directly received from our esteemed customers. This ensures mutual safety.
  
  Thank you for your kind understanding.
  
  Warm Regards,
  ***** *
  VFS Global *************

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  when I reached out to VFS directly I was not provided any response other than a apology which does not give me anything. I paid for ************** which was not required. I paid for phone support to discuss their mistake. I paid for 3 photographs services when I sent a hard copy of the photo in the original application. Most importantly 2 months of my time got wasted and now I had to apply for a Tatkal passport.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *************************
  
  
  
  
   
  

  Business Response

  Date: 02/12/2024

  Dear Sir/Madam,
  
  Thank you for writing to us.
  
  We thank you for allowing us to serve you, and believe you have some views to share with us, which we as a global organization of repute respect.
  
  As you are aware, VFS assists and operates purely based on mandates received from various client governments, and hence applicant data security is of prime importance and concern.
  
  We regret our inability to respond or even acknowledge communication that *** contain any form of customer data, Except when directly received from our esteemed customers. This ensures mutual safety.
  
  Thank you for your kind understanding.
  
  Warm Regards,
  **********
  VFS Global Customer Care
  
  Note: To know more on how we process/handle your personal data, please visit our privacy notice at
  ************************************************************************************

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid VFS global for **** services. The payment was made online. The payment was successful as shown in my credit card. Yet, next day I got an email that there was a payment failure. I sent them original docuements for my daughter's **** to *****, but because of payment failure that I received in the email, now there is no record of those documents. So I lost my daughters original **** documents and the money. They have a customer service number to inquire about it, but it charges $2.48 per minute after first 5 minutes. The agent tries their best to make the call as long as possible so that they make money on the call as well!

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Text:With the new **** requirement for ******, I applied for the **** on December 10. I have continued to submit and have to resubmit my passport, photos, my bank account and other documents. There are file size limitations so Ive had to scan and compress files and Im still, over a month later, being asked to submit again. *** tried to contact them but then they direct me to a page that says access denied or offer me a 69 cents per minute help line which Im not comfortable would be helpful or efficient based on this experience. I would like to schedule a trip but this process is making me want to cancel the entire thing. I have no idea what they need??!

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 filed an application with this company to get an OCI card. They rejected my application. They state that they refunded me my money $278 via a moneyorder check on July 11th 2023. However to this date, I have not recieved a check. They were informed of this multiple times and also give alternate addresses to send a reissue of the check. They claim that they are still checking. Its been six months and they don't have any answers.I would like someone to check on them since I believe that they don't care and I have a feeling that my money would not be returned

• Initial Complaint

  Date:11/30/2023

  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.

  We sent our adopted ******** daughter's passport to VFS for processing for a ****** **** under my spouse, *********************. We sent a **** Priority express mailer with double postage with the mailing label completed. The parcel was processed and returned by something other than priority express and has been lost in the ****. We had been contacting VFS a lot asking for help because the passport was delayed. ****** (supervisor) helped with opening the package and getting it to the ****** counsel. It should have been the responsibility of VFS to ensure that it was returned with the enclosed materials, but it was sent **** ground, priority or something besides priority express. This has cost us thousands of dollars in change fees and even more in lost salary

  Customer Answer

  Date: 12/25/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding VFS Global has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 applied for ** **** online and completed by biometrics with VFS (****** office). I paid for a prepaid mailing to return my passport. I got an update several days later that my application has been processed and dispatched for delivery via courier. The *** tracking details shows that it was created but nothing has been received. I called *** and they informed me that VFS did not give them any item for this tracking.It has been impossible to reach VFS and I have submitted several enquiries to no avail, and they do not have any contact phone number to speak to a live agent. I need my passport ASAP.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made an appointment and applied ****** **** on Sept/8/2023 at ***************** Center. I was told everything was good. My biometric was correctly recorded and **** was estimated to be mailed out Sept/19/2023. On Sept/15/2023, I got a phone email from them that my biometric was not sent through due to their system issue. I had to made another trip to ************* re-do the biometric. After the whole process, the officer from ****** Washington headquarter asked *********************** (who handled my case) to refund my application fee. She explained to *********************** that service was delayed due to VFS system issue and the extra trip cost me one day's work missed and all the travel expense (I drove round trip for 9 hours). I got the **** two weeks later. I contacted *********************** twice regarding the refund of application fee. I haven't heard anything from them.

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by VFS Global regarding complaint ID ********.
  
  Sincerely,
  
  ***** ****
  

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My application ID is ************. I have tried every method to reach this company but I am only getting evasive responses from their team and they seem to have sent my passport to places and handled it in ways they never specified or shared. They received my passport and processed my **** application on behalf of ****** as part of my application for a **** on August 18th. At that point they also indicated that they would be the ones to determine when i can collect my passport. In other words, receipt of my passport should be irrespective of whether or not ****** makes its decision on my **** . My application has been with UKVI since 8/18 so VFS should be able to send my passport back to me since VFS doesnt send the physical copy to ****** and its just sitting with VFS at the moment. Instead, VFS keeps directing me to track my application status on a site that doesnt work and the site only provides information about the UKs decision information, not where my passport is currently and when it will be getting back to me. They have not sent it back and I am now less than two weeks away from international trips for which i need my passport. I have spent thousands on flights to ******, ***** and ********* as well as wedding ceremony arrangements as there was never any warning that they would hold my passport for almost three weeks and perhaps longer. VFS has been unhelpful in getting specific information on returning my passport and based on what I've found online, Im very scared about this company holding my passport. Please help me get my passport back from them. Otherwise, I will have to get an emergency passport which could impact my ****. If I dont get help from the BBB, I will have to contact a lawyer and my government representatives to intervene which also jeopardizes my trip. Please help.