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:06/20/2025

  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 went to the place to get my biometrics done. The instructions were to self-upload the supporting documents for my application, and it said it was free if you self-uploaded it. The instructions were to login to the website, which I did, and I tried multiple times, and the website displayed an error message. The VFS Global website said on the *** page that if there was an error message when trying to login, they would upload the necessary documents for free at the place, as long as I had evidence. I displayed my evidence- the screenshot of the error page as well as the part on the *** page that stated this, and I was denied. I was told that I had to pay a $99.00 fee, even though the website said they would not charge since it was their fault. I am extremely dissatisfied with this because they seemed to have charged a fee for virtually no reason, as well as lying on their website. At this point I had already paid over $300 for this appointment. They also told me three people came in before me with this same issue, and they charged them as well.

• Initial Complaint

  Date:06/17/2025

  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 am filing a complaint against VFS Global New **************************** for failing to inform me of the in-person passport pick-up option, which is clearly listed on their official website. As a result, I was charged $66.40 for courier service via *****, which subsequently failed to deliver my passport on time.According to *** New Yorks own website, in-person pick-up is available during specified hours. However, the front desk staff never offered this option. When I asked, they said it's not available. Instead, I was told courier delivery was required, and I was charged ********************** did not deliver my passport on the expected date. I received no phone call or door tag, despite the delivery requiring a signature and ID verification. This caused me significant disruption, as I had to call customer service, travel to the ***************** based on incorrect guidance, and ultimately waste time and transportation costs trying to retrieve the delayed document.Had VFS simply informed me of the on-site pick-up option, I could have avoided the unnecessary courier fee and the logistical issues that followed. Given the nature of the documenta passportthis lack of transparency and service failure is unacceptable.I am requesting a full refund of $66.40, as well as an acknowledgment of this service failure. I have attached:1.A screenshot from the *** website confirming in-person pick-up availability(IMG502.jpg)**** courier payment receipt(IMG_8305.jpg)******* tracking evidence showing the delay(5001750183233_.pic.jpg and 5011750183246_.pic.jpg)Thank you for your attention to this matter.

• Initial Complaint

  Date:05/21/2025

  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 a **** application to the **. i was scheduled for biometrics after paying for the application and shipping label. The shipping label was in two parts. the one to send to the documents i was presenting and application form and the shipping label to mail the documents back to me after their result. i had sent the documents using the return label instead, my mistake, which means the documents was supposed to be sent back to me. but *** the courier service lost my package which included my original passport and other important information and documents. i tried to open a claim with *** and i was told that they can only communicate with the customer that created the shipping label which was Vfs global. i emailed them explaining the situation and i was asked to provide all necessary proof which i did. but its been 2 weeks and they still keep telling me to be patient. i decided to cancel the application since they werent responding on time. i still had 5 business days to cancel. but they are also refusing to refund me the application fee even though my package is still missing and they are yet to tell me how i will be getting reimbursed for my missing package since *** said they have issued the claim of the lost package to the creator of the label. i want to be compensated for my missing passport and documents and also the application fee. This is costing me time i intended to spend with my family.

  Business Response

  Date: 06/11/2025

  Dear Respected Customer,
  
  Greetings from **********************. 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 Global 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 may 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 *************

• Initial Complaint

  Date:05/15/2025

  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.

  The complaint is due to the severe mishandling of my **** application process for ********According to the instructions on ***'s website, I was eligible to apply by mail, as I had provided biometric data within the last 59 months. Per VFS stated procedure, I contacted the VFS Global contact center for further instructions on April 3, and was promised a 24-hours response. I received no response. I followed up on April 7again, no response.Over the next several weeks, I directly called the contact center repeatedly, almost every day. Each agent I spoke to assured me that they had "escalated" my inquiry to the New York VAC, and would receive a response within 48 hours. This escalation was done at least three times, and on each occasion, I received no response whatsoever. On April 14 and April 15, I was instructed to send additional emails. I did. Still, no response, and things went south. One agent admitted via phone that my case had been mishandled, and that the previous agent (******* *** Germa) had improperly "closed" my inquiries, meaning they never reached the ******** VAC in the first place.This new agent (Ardye Relativo) then promised I would receive a reply within 48 hours. That, too, never happened. Days later, I received a generic message stating your query has been addressedwhich was entirely false. Nothing was ever addressed.Nearly a month had elapsed. One agent even admitted that your internal communication channels are dysfunctional, and recommended I go in person to the nearest VAC. As a result, I had no choice but to drive 500 miles to **********, D.C., to apply in person (************************). This ordeal has incurred for me: $40 in gas, on top of the additional VFS fees totaling $102 (see receipt).All of which could have been avoided had your staff followed proper procedure, and had VFS responded in a timely and professional manner. This has been a frustrating, exhausting, and wholly unacceptable experience.

  Customer Answer

  Date: 06/10/2025

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

• Initial Complaint

  Date:05/06/2025

  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.

  For the last week (i.e., First week of May , 2025), I have tried to create an account and set up a **** appointment through VFS global but the website is not allowing me to do so and customer care says that I need to do it through the website. On reddit I found several posts where people are discussing the same issue, you cannot log into the *** website because of some glitches let alone book any appointment through them. This VFS Global has a monopoly in the market and it has a terrible business model, I tried to call customer care and all they said was that they will look into it but the issue is that the entire website is glitchy and you just can't log in. I am business professor who has a conference in ****** and I am trying to apply for a Schengen **** from ******** (I am a resident of ********) and I have paid approximately $2,000 in flight charges and conference entrance fees and now I don't know how I can go to the conference if I can't even book an appointment for a ****!

• Initial Complaint

  Date:04/20/2025

  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 went through the application process for a **** as a US national traveling to ***** through the VFS Global platform. Upon completion, I paid the fee for processing and a return courier label. I did not receive proof of either, which is required for continuing the application process. After many inquiries and complaints and providing my details repeatedly, VFS Global claims that my payment was declined, that I can try to petition for a refund (why do I need a refund if the payment was declined?!), and that I need to begin the process anew. However, my bank statement clearly shows the funds removed by VFS Global - not "pending" or "cancelled" or "declined" and I have provided them with that proof. They clearly took my money, refused to provide the service I paid for, and now want me to do the whole thing again.

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  The Business (VFS) has finally contacted me personally. 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. However, I do feel that had I not reached out to consumer protection agencies and social media platforms, they would not have taken action. 
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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 had mailed my *** application to VFS ********, which was delivered on February 24th at the office. After a few days I got an email from them acknowledging the receipt of my documents. On March 11th, I received an email from *** saying that they had verified my s documents and that they were being sent to the consulate. The next days upon checking the VfS tracking page, it said my documents were in the consulate and were being reviewed. Upon checking the *** government website, it showed NO RECORDS FOUND, which meant my documents were not in the consulate. I have sent about 2 dozen emails to VFS and to the ******************, but both are giving me conflicting information. *** says that my *** documents are in the consulate as of March 12th. The ****************** says that they have not received my documents till date. Please. I am requesting BBB to intervene and to sort this issue out as I already have a air ticket booked for April 30th. I have had to endure sleepless nights, lots of emotional trauma, and suffering due to all this. I need my *** application approved and processed before April 15th and in my hand before April 19th.

• Initial Complaint

  Date:03/25/2025

  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.

  On/around 04 March 2025, I submitted an inquiry to VFS GLOBAL customer Service, requesting a refund for services associated with the canceled ******* Appointments amounting to a total of $210, or $105 x 2 Appointments. VFS Global **************** responded on 06 MAR asking for more documentation which I provided. From that point until the time of this complaint submission, I have not received any further communications. On 21 MAR, I sent a final notification that I would be filing a complaibt with the BBB to try to settle the issue and receive a refund. I included that if that didn't work, I would be open to pursuing this in small claims court. I do not want it to come to that.

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding VFS Global has been resolved. I received a full refund from VFS Global on 18 APR 2025. 
  

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

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

• Initial Complaint

  Date:03/24/2025

  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.

  *** took my passport before informing me they could not complete the **** application. I have been trying to get my passport back for month. I have spent hours and hours on hold trying just to speak to someone from ***. I sent a dozen emails and when I finally got a response, they went silent again. I literally am going to have to buy a plane ticket and go to their office to get my passport back. NEVER EVER USE THIS COMPANY!

• Initial Complaint

  Date:03/16/2025

  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.

  On 1st March, 2025, I mistakenly made double **** application payments to the *********** Application Section in ***** from my mobile money number ********** @ 1:25 pm and ************ Card no. ************** @ 1:14 pm due to poor internet connection.