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:10/11/2025

  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.

  They sent an automated email to me regarding me to provide a prepaid shipping label for the return of my passport and documents containing sensitive information.I have send emails, called customer support and reached out via social media to them and still no response regarding that. They charge $2.50 per minute to speak with them and dont know what they are doing. Please help and I appreciate it

• Initial Complaint

  Date:10/07/2025

  Type:Billing 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.

  Payment of $806 was made on August 16th, 2025 to VFS for a UKVI biometric appointment in SLC on August 28th, 2025. The appointment was subsequently cancelled the same day (August 16th) and a new application was filed and paid for. A refund request was sent to *** with all required information. I have contacted VFS multiple times via email with the same scripted response stating they the matter has been escalated but still no refund has been issued. I have been unable to locate a phone number to call them and actually speak to an human and am incredibly frustrated that this matter is still unresolved.

• Initial Complaint

  Date:10/05/2025

  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 am supposed to receive the power of attorney stamped by the ************************** in *******. This service is provided by you. I have submitted all required documents after painstakingly going through the forms, and paying notary more than 100 USD in fees and paying you $42 ish. Then you e sent me an invalid tracking and as a result I dont have any tracking number with me now. I purchased courier from you and your site says that youd send over the doc with your free courier back to me. Now without any tracking I dont have any clue where is it. Your website or customer care dont pick up even after holding for more than 30 min. Your feedback link sent to my email doesnt work. Are you seriously considering difficulty for both of us

• Initial Complaint

  Date:09/29/2025

  Type:Billing 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.

  Complaint Against: VFS Global Amount in Dispute: $99.00 Complaint Description:The complainant applied for a ******* through VFS Global *************. During the application process, two options were offered:Upload documents independently at no charge Pay $99 for VFS to scan and upload documents The complainant selected the free self-upload option. However, VFS Global's website was non-functional and did not allow access to the document upload portal.When the complainant attended the appointment at the ************************ on [DATE], staff stated that:Documents had not been uploaded (impossible due to the website malfunction)The complainant must pay $99 immediately for document scanning Failure to pay could result in **** delays or denial Under time pressure with no alternative provided, the complainant was forced to pay $99 for a service that should have been available for free.Why This is Unfair:The website malfunction was VFS's technical failure, not the complainant's fault VFS staff refused to waive the fee despite the technical issue The complainant was coerced to pay under threat of **** application jeopardy The complainant was charged for a "premium service" when the free option was never functional This appears to be a systematic practice where VFS offers a free upload option while maintaining a non-functional system, forcing applicants to pay when they have no choice and are under time constraints.Desired Resolution:Full refund of $99.00 to the original payment method.

  Customer Answer

  Date: 10/24/2025

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

• Initial Complaint

  Date:09/03/2025

  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 was in the process of applying for the re-issuance of my Indian passport from the *** (******** jurisdiction).As part of this process, all applicants are required to work through VFS Global, the official service provider.Unfortunately, I encountered multiple issues with their process and system, and despite repeated attempts, I have been unable to receive adequate support or resolution from VFS Global. This has caused delays, confusion, and uncertainty in completing a time-sensitive government service.I am therefore reaching out to the Better Business Bureau of ******** to seek your assistance in this matter. If required, I can provide copies or forward the email communication I have had with VFS Global to demonstrate the difficulties and lack of support I have experienced.I have already done the payment to VFS, to process my application, but still currently I am unable to track the process (it's important for me as I sent my original Passport and **** to ********************: *****************************************). Their tracking system is keep on asking the Captcha multiple times and hence not allowing me to track the application status. Though I emailed them just few minutes back ****************************************** but, probably they might not respond (from the previous experience).I would sincerely appreciate your guidance on how best to proceed and request that you kindly respond at your earliest convenience.

  Customer Answer

  Date: 10/06/2025

  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:08/25/2025

  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.

  On August 23, 2025, my partner and I attended our **** application appointments at the VFS Global *******************************. We paid a total of CAD 212 in service fees for two applicants. According to the VFS Global official website, document printing services (including **** application forms) are explicitly offered for an additional fee.Despite this, when I requested to print one completed **** application form, the staff refused. I had already prepared all my other materials and only needed this one form printed to complete my application. The staff not only declined to provide the promised service but also behaved extremely rudely and unprofessionally throughout the process.When I suggested going downstairs to print the document myself, the staff refused to allow me to leave and return, even though I later discovered that other applicants had been permitted to do exactly that. Because of this refusal, I was unable to submit my **** application that day, resulting in financial loss and significant stress.This is a clear breach of VFS Globals advertised services. The official website promises document printing services, yet the staff denied me this option. The treatment I received felt discriminatory and hostile. After my experience, I checked reviews on ****** Maps and found numerous other applicants reporting the same issues: rude staff, denial of services, and unprofessional conduct. This indicates a systemic problem at the Toronto VFS centre.Resolution sought: Refund/compensation for the CAD 212 service fee, as the promised services were not provided. A formal investigation into the conduct of the *********** staff. Assurance that corrective measures will be taken to ensure applicants are treated fairly and provided with the services that VFS Global advertises.

• Initial Complaint

  Date:08/13/2025

  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.

  VFS Global website for the Brazilian e-visa is a mess, especially if one has to go back in to their system (per their request) to submit a photo that is not "fuzzy." We uploaded professionally taken second photos. We have paid for 2 e-visas for ****** that we may or may not be able to use thanks to not being able to utilize any assistance from the company via phone or email. The phone contact was in *****, and was apparently unable to share screens to see how the system was not working. We are now concerned that this company is in fact a scam.

• Initial Complaint

  Date:08/03/2025

  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 submitted an OCI application through VFS Global and paid $284.52. Due to system issues, I was unable to access the application or track the status. I was told to reapply and was advised by *** to submit a refund request for the original application, which I did on July 27, 2024, through their official refund request form (**************************************).Since then, I have received multiple automated replies stating that they are escalating the matter and that the refund is "being processed." The last human response I received from their customer service was on March 26, 2025. Since that date, all follow-up emails and refund update requests have gone unanswered.I have contacted *** at least 34 times via their official contact form and email threads, each time being told its in process with no proof of progress or payment. They also charge for phone support, so it is nearly impossible to speak to a representative directly. This has been going on for over a year, with no resolution or accountability.I am seeking a full refund of $284.52 and a formal confirmation that my request is being handled. This lack of transparency and failure to deliver service is unacceptable for a company handling official immigration and identity documents.

  Customer Answer

  Date: 08/31/2025

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

• Initial Complaint

  Date:07/28/2025

  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.

  This company liases with the UK government to assist US citizens obtain ****s. The turn around for a standard visitor **** decision from the ** is 15 business days. *** holds your passport and documents at their center while the decision is being made. We have had our decision from the UK government for 10 days, and we have not gotten the passport back or an update as to when it will be released. I keep attempting to get an update as to where it is from them but they keep saying they are looking into it and then stop responding. We provided them with a return envelope and label. We paid extra for a text notification service which has been absolutely useless. This delay is going to cost us hundreds of dollars in expedited fees as we have a trip in less than 5 weeks and still have to reapply for a **** which cant be done without the passport! Please help us get it back. I will be happy to provide details via email if contacted!

  Customer Answer

  Date: 08/22/2025

  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:07/15/2025

  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.

  Our family (3) applied for ******* through their partner VFS.We had option of scanning and uploading our own documents or letting VFS do it for us at a charge of $99 per person. We selected the first option. However, the *** website did not enable the option for any of our accounts.On ***********, we raised a ticket with them on their portal (*********** to report this problem. They did not provide us with any immediate solution. In the meantime, we proceeded with next step for our **** application (biometrics, shipping our passport to the UK embassy etc).When our documents reached *********** in ********, they saw that we had not scanned and uploaded the document and gave us an option of purchasing this service from them at $100 per person. They also warned us that if we did not act immediately, our **** application may get delayed, or even denied. Since we had no other option, we paid them $100 per person and got our ****. I sent them the 3 invoices ($99 each) asking for a refund. They claim that a 'dedicated service team' is working on this ticket, but it is already >45 days.I am wondering if this is a deliberate ploy from their side to initially create an illusion of choice and then arm-twist the customers into buying their document scanning service when they are left with no other option and under time pressure.We do not trust them to resolve this issue and therefore raising this complaint. I am attaching the entire email communication thread and some of the attachments. I can share more attachments if required (all of the attachments were already shared with VFS).

  Business Response

  Date: 08/07/2025

  Dear BBB and VFS valued customer,

  VFS apologizes for this inconvenience and has since resolved this matter by refunding the full amount to the customer- total $297.

  This refund has since been uploaded to the customers account using the card used in the initial transaction.

  we Trust this response is sufficient to close this case.

  With Thanks

  VFS

  Customer Answer

  Date: 08/08/2025

  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 and the matter has been resolved.

  Thank you so much for you assistance!
  
  Sincerely,
  
  ******** ******