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:01/02/2025

  Type:Delivery 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 submitted my passport as requested by *********** for a visiting **** as an international student pursuing my graduate education in the ** in September 2024. I did send my international passport through the **** with the expectation to have my passport back by October. I have yet to access my international passport, and several attempts via email to get my passport fell on deaf ears. This poor service delivery from VFS Global has caused me inconveniences as every one of my scheduled travels from the break was put on hold. I demand to have access to my passport as soon as possible.

• Initial Complaint

  Date:11/21/2024

  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 am writing to file a complaint against VFS Global regarding their website and customer service. The website has proven to be one of the most frustrating and unreliable sites I have ever used, especially for such an important process. It frequently locks users out of their accounts without warning and displays random, irrelevant error messages, making it impossible to complete essential tasks. For example, one error message I received read, Your account is locked, please try again in X hours. The message was vague, and no time was provided, suggesting that the issue was not genuine but rather a system error or intentional obstacle.When I contacted the customer service helpline, the support provided was equally unhelpful. After being asked a series of questions, including whether I had tried using a different browser, clearing my cache, and waiting for a couple of hours, I was informed that I had already followed all the troubleshooting steps. However, no further assistance was offered, and I was told there was nothing more they could do.Furthermore, I attempted to reach the Atlanta office directly, but there is no phone number available for contact (which seems highly questionable). Instead, I was told to email a random address and hope for them to forward my message to the Atlanta office. It has now been several days, and I have not received any follow-up.I strongly believe that VFS Global is intentionally making it difficult for users to access their accounts, possibly to push them into using their ************************** which carries additional fees. This practice seems to be an unfair and deceptive business tactic, and I believe it should be investigated for potential violations of consumer protection laws.

• Initial Complaint

  Date:09/12/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 seems to have lost my passport and those of my family. I used the passport pick-up service to travel while keeping our **** applications open. They signed for our passports two days ago but they have not yet re-entered the *** tracking system and the customer service representatives on the phone and over email were not able to help. It is imperative that the **** process be re-opened immediately since there is only a two month period in which the applications can be reopened before we have to restart. Re: the billing adjustment, *** owes me a refund related to appointments for my spouse and two children that were rescheduled. *** emailed my family members and stated that the refund would be started on July 11, but after multiple emails to them (it has now been more than 90 days since they said they said they would start the process) there is still no refund.

  Business Response

  Date: 09/18/2024

  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 Customer Care

  Note: To know more on how we process/handle your personal data, please visit our privacy notice at ************************************************************************************

  Customer Answer

  Date: 09/24/2024

  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 directly contacted VFS Global on numerous occasions, including escalating my case, no action was taken. 

  I was told that I would need to wait for the ****************** to contact me and yet now, more than ******************************************

   

   

   

   

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

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

  Customer Answer

  Date: 09/30/2024

  I did eventually receive the passports via mail, so this portion of the complaint is resolved.

  However, I am still owed $245 back to my original form of payment for a canceled and rescheduled appointment.

  I have attached the correspondence regarding the refund. *** stated that they began processing it on ******************************************************************************************************************************** It has now been more than 90 days, and they said it would be processed within 15 days.

• Initial Complaint

  Date:08/15/2024

  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.

  Date of transaction: 08/13/2024 I am attempting to schedule an appointment for a ************* through VFS global. I have now spent 5 days trying to navigate their incredibly difficult to use website. It has taken me days to get the website to work long enough for me to even try to select an appointment but when I get to that page, it wont let me select desired appointment type and there is no option to view available dates. All dates are greyed out. Upon further investigation, I found that this is quite a common problem. I personally believe their services are so poor that Schengen countries should quit using them because they make the **** application process unnecessarily painful.

• Initial Complaint

  Date:08/14/2024

  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.

  I am writing to formally lodge a complaint against VFS Global regarding their unresponsive and ineffective handling of my **** application process. As an individual trying to immigrate to another country, I am required to go through VFS Global for all ****-related matters. Unfortunately, my experience with their services has been deeply frustrating and unprofessional.I am in urgent need of an earlier appointment with VFS Global, as I have already secured an apartment and need to start my contracted work by a specific date. To this end, I have made numerous attempts to reach out to VFS Global via phone and email. I have called several times, only to be met with vague responses and no progress on my request.I also escalated the issue through email, where I was assured that I would receive a response within 1-2 business days. However, it has now been several days with no reply, which has left me in a state of uncertainty and distress. The problem is not solely the inability to secure an earlier appointment but the lack of communication and follow-through on their promises.Additionally, I attempted to reach VFS Global through their online chat service, hoping for a more immediate resolution. Unfortunately, this avenue proved equally unfruitful, as the conversation was abruptly cut off after a few minutes, with no further communication.The lack of responsiveness from VFS Global is not only unprofessional but is causing significant disruption to my plans, including my ability to move into my apartment and start my new job on time. I am seeking the BBB's assistance in addressing this issue, as VFS Global's failure to provide timely and reliable customer service is unacceptable and has caused me considerable inconvenience and stress.

• Initial Complaint

  Date:08/01/2024

  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.

  Better Business Bureau Subject: Formal Complaint Against VFS Global Dear ***/*****,I am writing to formally lodge a complaint against VFS Global regarding their gross incompetence and negligence in handling my passport reissuance process. Despite my repeated attempts to resolve the matter directly with VFS Global, I have not received a satisfactory response, and my urgent need for a passport remains unaddressed.I applied for the reissuance of my passport through VFS Global and opted for their premium passport services, which included their digital photo service. I paid for this service and uploaded my photos to their portal as instructed. However, my passport reissuance has been put on hold because VFS Global claims that I have not sent my photos.I have made numerous phone calls to VFS Global to clarify this matter, but each time I was directed to send an email. I complied with their instructions and emailed them, but despite waiting for over seven business days, I have not received any response or resolution.This delay and lack of communication are unacceptable, especially given the premium fees I paid for expedited services. My upcoming travel plans are now in jeopardy due to VFS Globals failure to process my application correctly and their subsequent lack of response.I request the Better Business Bureau to intervene in this matter and help resolve my complaint against VFS Global. I seek a prompt resolution, including the immediate processing of my passport application and a formal apology for the inconvenience and distress caused by their negligence.Thank you for your attention to this urgent matter. I look forward to your prompt assistance in resolving my complaint.Sincerely,***********************

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 Tracking ID: ************* VFS File Number: ********************** Application Category: Passport Renewal VFS TICKET NO* *********** I applied for a passport renewal for Indian passport. The service provider for renewal from ** is VFS Global.I provided my recent photograph as per VFS specifications. However, *** claims this is not recent enough and is asking me to pay and send new photo. I have not received response after emailing VFS. *** should proceed ahead with the recent photograph that has been provided. This is poor business practice by ***.

  Business Response

  Date: 08/02/2024

  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 Customer Care

  Customer Answer

  Date: 08/02/2024

  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 the company gave a generic response with no actual case resolution. 

   

   

   

   

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

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

  Business Response

  Date: 08/09/2024

  Dear **************** ***************** ***** ************ ********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 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 Customer Care

  Customer Answer

  Date: 08/11/2024

  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:

  the business keeps sending the same generic message.

   

   

   

   

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

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

• Initial Complaint

  Date:07/25/2024

  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.

  My application # ************ dated April 15, 2024, for OCI (similar to Permanent Vias in ***) was submitted to VFS Global Services *** ********. The Consulate General of India have outsourced processing of applications to them. The application was rejected because I didnt include *** prepaid label. They returned the application along with the cashiers check I had included with ate application. I filed another application # ************ dated April 23, 2024, VSF File Number: ********************** it was also rejected by VFS Global. In their email dated May 7, 2024, they said Please don't send this application again to the *********** Fill out a new application and pay the fee again. You shall receive a refund in the next ***** days time I have sent them two reminders the first on June 20, 2024, and the second on July 9, 2024. But have not received the refund yet. Your assistance will be appreciated.The following is provided for additional information. This application # ************ was returned for the following reasons: 1.My name didnt match with the name in USA passport. - US passport application clearly asks for last name, first name and middle name. OCI application asks for surname and given name. If they want the name to match exactly, they should change their application form to match with US passport application. I wonder how many applications are rejected for this reason.2.Upload signature doesnt match with part b (handwritten) signature. - Upload signature is significantly smaller than handwritten signature. You have to be handwriting expert to make this comment 3.Photograph should be glued inside the box not outside Inside the box has an uploaded photograph. Instead of following their comment blindly I sent them an email. In the response they said it should not be glued but I should send 2 photographs attached to the application using paper clip. Sketchy instruction and employees give conflicting instructions.

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:07/15/2024

  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.

  I tried to book the required appointment to submit the biometric data for my student **** application to ******. I gave a bank card number to pay for it, but my bank initially blocked the transaction as potential fraud and the transaction failed. I confirmed for my bank that the transaction was legitimate, but now when I try to book the appointment, the site does not work. Most of the time, it won't actually get to the point of allowing me to select the center I need to book the appointment at, and if I do get it to accept that information, it tells me I can't book an appointment because one is already scheduled, but I have gotten no confirmation, or link to upload documents, and my dashboard shows no active appointment. I have submitted multiple enquiries using the "contact us" link over the span of a week and a half, but have received no response. I have tried every method I can find to contact someone there to resolve this, but have had no luck. Can someone at the BBB get them to respond?

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I am no longer in need of correspondence from the company that is the subject of the complaint; an alternative has been found and taken. The matter is resolved, thank you!
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2024

  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.

  Made an appointment in their ************** for Apr 18th on Apr 15th, realized a mistake right away, and needed to cancel the appointment. They state on their website one can cancel up to 48 hours before the appointment. There is no cancellation button and I tried all my due diligence to cancel manually without success. They charged me not only the appointment fee I am willing to cancel but also a courier fee I will never be able to use the serves.