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: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,
  
  ******** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/09/2025

  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.

  On July 8, 2025, I sent my passport to VFS Global ****************** in ********, as required by **** for **** processing. The passport was shipped via *****, and delivery records indicate it was successfully delivered on July 9, 2025, at 10:00 AM.However, I have not received any confirmation from VFS that they have received my passport. I attempted to contact the organization multiple times via their official hotline, email, and live chat, but none of these methods resulted in a response or resolution. On one occasion, I managed to reach a representative by phone, but they could not locate my passport in their system and claimed they had no information about its whereabouts.This situation is unacceptable. The passport is a critical document, and the lack of communication and transparency from VFS Global is extremely concerning. I am filing this complaint to request immediate clarification on the status of my passport and to highlight the severe customer service deficiencies exhibited by this organization.I respectfully request that VFS Global investigate this matter urgently and confirm whether my passport has been received. If it has not been located, I ask that they provide a clear explanation of what steps will be taken to resolve this issue.

• 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 ****!