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: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.

• Initial Complaint

  Date:03/07/2025

  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.

  Hi-I submitted my application to reissue passport to the correct jurisdiction-*******, and paid return shipping, Their software put a Chicago address in the header, but the application reached ******* as the address was correct. Not only they did not process my application, but asked for another $35. And then they returned the application unprocessed. I have elderly parents with health issues in *****, and need to travel. I tried to contact them through their website several times but just get autogenerated response. They are so corrupt that you can only call their helpline once a week and have to pay @2.50/minute.i do believe that they are corrupt business and are exploiting people in a vulnerable position, who need passports to travel. I hope that you are able to investigate their corrupt practices

  Customer Answer

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/03/2025

  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.

  *********** has been misleading me for the past 4 days. On February 27, 2025, I received an email stating that my passport had been dispatched back via the prepaid envelope I sent with my application through ****. However, as of today, there has been no update regarding the courier's dispatch. Please stop deceiving me. I want to file a complaint, and if I dont receive any updates or action soon, I will have no choice but to escalate this issue to the ************** in ******* regarding the misleading email from *********** it has been more then 72 hours. I need my passport or i need to file a police complain of lost passport.Thank you ******* * *****

• Initial Complaint

  Date:02/23/2025

  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.

  We(myself and my spouse Regi) have been trying to apply for an OCI(Overseas Citizen of *****) for the past few weeks and our applications to VFS ,***,** have been rejected multiple times - It all started with the first OCI application of mine which was rejected due to the **************** bill more than 2 months old. They could have easily informed us via email or sms and we could have uploaded the latest one. Instead of that they just sat on my OCI application for 21 days and couriered back the application after 21 days, after deducting some 70$. I complained about this issue to the *** and govt in ***** and the subsequent issues I am facing currently I guess is due to me complaining about VFS .For my spouse(Regi's) OCI application - First it was photograph being old , then it was marriage affidavit. After sending these now they are saying the marriage affidavit should be in writing. I don't know what it means by saying "in writing" We had taken the print out of the marriage affidavit and filled up and signed by both of us and then got it notarized. Funny part is that - they are saying that I need to submit this within 2 days. I must have wasted some 200-300$ by now due to you not informing me that the **** bill is not latest. Each time I need to create a fresh application and pay fresh fees including *****. Each time you send back the application, you deduct around ***** $ from the original fees. Not to speak of the time we must have wasted on getting this OCI This is some sort of scam I feel and VFS must be really making some good money out of this. Funny part is there is no way we can directly contact these guys so that we can give exactly what they are looking for.

  Customer Answer

  Date: 03/20/2025

  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:02/20/2025

  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.

  Subject: ****************************** Failures by VFS Global I am filing a complaint against VFS Global, the official **** outsourcing provider for Netherlands Schengen **** applications in the ****** Feb 12, 2025, I attended a VFS **** appointment, paid ~$200, and had my biometrics and passport photo taken on-site as part of my application. *** staff confirmed everything was in order and submitted my application.However, on Feb 19, I received an email from noreply-************************************** with the subject: ACTION REQUIRED: Complete Your Application. The email falsely suggested that I needed to submit a digital photograph, despite having already provided and paid for one during my appointment. I later called VFS, and they admitted this was just a marketing email, not a real requirement.This is deceptive and unethicalapplicants have no choice but to use VFS for Netherlands **** processing, yet they are subjected to misleading upselling tactics after paying hundreds of dollars.Additional Issues:No working support email: VFS provided ****************************** for inquiries, but my request bounced back with a 550 Invalid Recipient error.Tracking system failure: Their online **** tracking system was down, preventing me from checking my ********* resolution options: I attempted to contact them for clarification but hit a dead end due to the non-functional support email.Requested Resolution:1.Stop misleading applicants with emails that falsely imply urgent action is needed.2.Ensure all services are clearly labeled as optional.3.Fix their **** tracking system so applicants can check their status.4.Provide functional support contacts for applicant inquiries.VFS Global is the exclusive **** processor for *************** and other Schengen countries in the ***** meaning applicants cannot bypass them. Their deceptive practices should be addressed to protect consumers.Sincerely,*****

  Customer Answer

  Date: 02/21/2025

  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.

  I got a call from them and they explained the mistake from their side in my voicemail
  
  Sincerely,
  
  ***** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/15/2025

  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.

  I used VFS Global to apply for a business **** for a trip to *****. I completed the online application on Dec 9, 2024. I paid $36 for round trip courier fee, $3 for ICWF fee, $15.90 for VFS fee and $160 for the **** fee. After completing the application, there was a link to download the shipping labels (for the round trip courier fee that I paid). The link did not work, I tried for several days to download the labels. I emailed them on Dec 17, received the confirmation that they received my email and would respond within 24 hours. I called them on Jan 6 (in which they charge $2.40/min after the first 5 minutes - which was impossible to understand what they were saying. I immediately sent in the documentation via *** ($88.75 to send it to them, $15.95 for the return mailing to me). *** had a delivery delay due to weather not in our area. When they received the application packet, the pictures were not acceptable. These were the pictures used for my passport. Also, I upload a certificate of incorporation from the company in ***** at a cost of $4 for 4 pages. I ***** the pictures to them on Friday for delivery by 10:30 am (they were signed for at *** at 4:20 PM). I called today (January 13 2025) asking for the status of my **** and how quickly they can return my passport. After 12 minutes on the phone, my only option is to cancel the application. They have not made it easy to apply for the ****. Their website is not helpful. I would never recommend the *********** to anyone. Total cost of shipping (even though I paid for the courier service and could never print the labels) was an additional $153.84