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:04/15/2024

  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.

  Applied for a ** ***** scheduled a biometric appointment with vfs their third party partners for 04/05/2024, and also paid $120 for vfs **** services. Due to unforeseen circumstances had to miss my biometric appointment, also did not upload documents to their system (they run a website that is almost always wonky). Since 04/05/2024 I have been trying to reach out to VFS Atlanta to no avail. There is no phone line with options to resolve a missed ** **** appointment. There is no phone contact or email to leave a direct complaint. The only thing they offer for submitting issues is their "contact us" feedback button (which they claim to respond to within two business days - attached a screenshot of their two day claim). I have submitted several feedback forms since 04/05/2024, no response. I have even contacted the ************** services (which was a paid service), who gave me another feedback link that I used to submit a form, yet no one has reached out. When I looked online and read vfs reviews, I started noticing that they have a trend of bad service, and unanswered customer complains. So I had to cancel my **** application, cancel train and hotel bookings etc. so as to stop spending any more money. VFS Atlanta (not sure of their other offices) is shorting their customers, they are advertising services that they do not support. If I can get my money back, it would be great. Also, please warn others that VFS Atlanta has ZERO customer service, so engage in business with them at your own risk. If you have any issues, you are on your own. You can probably tell that I am heated, but that's just because they have messed up my summer vacation plans. Seriously, I have never seen this kind of blatant disregard of a paying customer in my 11 years of being in the **. If they are going to operate in the **, they cannot do so with non-US rules of engagement. I also attached the ** biometric confirmation. I had previously gotten a French **** from their French wing.

  Business Response

  Date: 04/17/2024

  We request you to please elaborate further on your query and help us with the application reference number so that we can check and assist you further.
  
  Looking forward to hearing from you. 

  Warm Regards,
  *********************
  VFS Global Customer Care

  Customer Answer

  Date: 04/17/2024

  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:

  [I included the biometric appointment confirmation which includes appointment and payment details, in the attachments of my complaint. My **** reference number is GWF075905919, and my passport number is *******. The order ID for the ************* package which I never used is **********. My unique UK **** application number is ***********************

   

   

   

   

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

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

• Initial Complaint

  Date:04/05/2024

  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.

  At the time of uploading my supporting documents to VFS website, I ordered Round Trip courier *******. It charged my credit card for roundtrip courier ******* ($80) but instead of two shipping labels (roundtrip) just one got generated which was the return ******* from *********** back to my home. The submission label did not get generated. I cancelled the ******************* ******* and purchased labels directly from *** and shipped my passport etc. documents to VFS ******** for my UK **** processing. It has been almost a month and I have still not got my refund back on my credit card. VFS site still shows processing refund. I reached out to the customer ******* at *************************************** and they generated a case number G-******** but they still say that we are looking into it with no actual resolution.

  Business Response

  Date: 04/08/2024

  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 *** 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: 04/10/2024

  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:
  I reached out to BBB only after directly contacting VFS Global and not getting any satisfactory resolution. The case number which is already open with VFS Global for the issue is **********

   

   

   

   

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

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

  Business Response

  Date: 04/24/2024

  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 *** contain any form of customer data, Except when directly received from our esteemed customers. This ensures mutual safety.
  
  Thank you for your kind understanding.

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

  Warm Regards,
  ****** *
  VFS Global Customer Care

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

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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 am trying to renew my documents with this business as they are the only option for me. When I tried to create an account, it accepted my information and sent an email to confirm my account which I completed the confirmation process. After that, when I try to log in, it hits an error and does not let me log in. When I call their helpdesk, It asks me to provide credit card information even before talking to an agent. Why should I be paying for their errors? They do not have a helpline that resolves issues that are their technical problems. They are misdirecting customers to pay for technical support which should be covered as it is a mistake on their side and not customer fault.

  Business Response

  Date: 04/12/2024

  Dear ***,
  
  Greetings from VFS Global. 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 *** 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 Answer

  Date: 04/12/2024

  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:

  I tried contacting the business directly and you have night responded to my contact via email at all. When I try to call you folks to resolve something that is a system issue, you are asking me to provide credit card information even before starting a conversation which I refuse to provide without any good reason. 

   

   

   

   

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

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

  Business Response

  Date: 04/30/2024

  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 *** 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:03/20/2024

  Type:Service or Repair 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.

  On March 9th 2024 I attempted to schedule a biometrics appointment at a USCIS venue in **********, *****, for a ** ************* via the VFS Global website. I scheduled the appointment to be on March 14th. I input my payment information and was charged by my credit card. The payment has been processed. I never received confirmation of the appointment from *** and nothing was showing in my profile dashboard on the *** website. This caused alarm as I needed to upload documents and needed a proof of appointment to attend. I contacted *** on March 11th on ******** messenger and on their ******* help, after no meaningful reply I emailed them and have attempted to contact them daily since. I need to attend a biometrics appointment as soon as possible and I have paid for the priority service to do so. The lack of response to their own system error has been astoundingly unprofessional. I need this issue rectified extremely swiftly.

  Business Response

  Date: 03/27/2024

  ***** ******** **** ******************************************************************* 
  ***** ******* ***** *** **** **** **
  *** ***** ********** ***********************************************
  ******** *** ************************ *** **** * *** ******* **** *** ******** *** ********* *********

   

  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 *** 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 ************************************************************************************

• Initial Complaint

  Date:02/27/2024

  Type:Order 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.

  On 02/08/2024, I submitted an application for OCI card. My application was immediately rejected because my ** passport did not include my middle name but my birth certificate did. I was told I had to resubmit the entire application and pay fees again and include a notarized document of the name change. My name was never changed. The middle name is irrelevant in the US. None of my official government documents including my tax forms have my middle name. This happened again with my mother on 02/23/2024. But her middle name (which is included in all her government documents) was included in application but was rejected because it was not included on her US passport. I do not decide what is on my US passport. It is ridiculous to have to resubmit all these pages of documents over and over and pay $67 in fees each time. They make you sign a document that allows for minor changes to be made but there is never any correction period. They just reject your application.

  Business Response

  Date: 03/04/2024

  Dear Sir/Madam,
  
  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 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 *** 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
  ***********************************************

• Initial Complaint

  Date:02/14/2024

  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.

  Your application is incomplete 1 Missing signature Missing applicants signature on the last page of the renunciation Government application form please reprint from Government website sign first and last page and mail to VFS 2 Proof of address Id or driver's license copy ****** electric or gas or water bill or signed lease agreement or mortgage statement 1 can you please let me know which government form need to be signed on second page i have form has only one page and that i already submitted with signed and for address proof i have been submitted proof as shown in option for temporary housing in hotel notarized invoice and still asking for address proof and trying to charge more money .

• Initial Complaint

  Date:01/22/2024

  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 passport renewal in first or second week of december. I paid for photo service on their website. As I was not sure about the photo quality I took a photo at CVS and sent the physical photos along with my application. I saw the status that my application was put on hold requesting some more documentation. I sent the additional documentation and I have a proof of receipt on 26th December. They never updated the status reflecting it till now. I called them multiple times regarding the same. In one call they told me to wait for few more days as holiday period might have caused the delay. In the next call they told me that I can ignore the status and asked for new photographs again. They said they sent me an email which I did not receive. They said they opened a ticket and escalated it. Missing photos was never reflected on their official status tracker. I uploaded a new set of photos again. In the next couple of days I got a email saying that my application is rejected. I called them again and they told me that they will try to not return the application and escalated my ticket again. Very next day I got my rejected application along with the documents I sent on December 26th. Note that none of their calls are free of cost. I have to pay a per minute fee for their mistake. I have to pay for 2 mailing labels and 3 sets of photographs. All in all if there is a way I will never return for their services. VFS wasted 2 months of my time. Now my travel plans are at risk. I applied for renewal even before expiration so that I can avoid paying Tatkal fees. But now they put me in a position to opt for tatkal because of their slow processing and mistakes. I want them to absorb the Tatkal fee atleast because this was caused by their mistakes, delays. My application ref # is *************. Tracking label of original application: ****************** Tracking label of additional documents: *******************

  Business Response

  Date: 02/08/2024

  Dear Sir/*****
  
  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 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 *** 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 Answer

  Date: 02/09/2024

  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 reached out to VFS directly I was not provided any response other than a apology which does not give me anything. I paid for ************** which was not required. I paid for phone support to discuss their mistake. I paid for 3 photographs services when I sent a hard copy of the photo in the original application. Most importantly 2 months of my time got wasted and now I had to apply for a Tatkal passport.

   

   

   

   

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

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

  Business Response

  Date: 02/12/2024

  Dear Sir/Madam,
  
  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 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 *** 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
  ************************************************************************************

• Initial Complaint

  Date:01/16/2024

  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.

  We paid VFS global for **** services. The payment was made online. The payment was successful as shown in my credit card. Yet, next day I got an email that there was a payment failure. I sent them original docuements for my daughter's **** to *****, but because of payment failure that I received in the email, now there is no record of those documents. So I lost my daughters original **** documents and the money. They have a customer service number to inquire about it, but it charges $2.48 per minute after first 5 minutes. The agent tries their best to make the call as long as possible so that they make money on the call as well!

• Initial Complaint

  Date:01/16/2024

  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.

  Text:With the new **** requirement for ******, I applied for the **** on December 10. I have continued to submit and have to resubmit my passport, photos, my bank account and other documents. There are file size limitations so Ive had to scan and compress files and Im still, over a month later, being asked to submit again. *** tried to contact them but then they direct me to a page that says access denied or offer me a 69 cents per minute help line which Im not comfortable would be helpful or efficient based on this experience. I would like to schedule a trip but this process is making me want to cancel the entire thing. I have no idea what they need??!

• Initial Complaint

  Date:12/28/2023

  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 filed an application with this company to get an OCI card. They rejected my application. They state that they refunded me my money $278 via a moneyorder check on July 11th 2023. However to this date, I have not recieved a check. They were informed of this multiple times and also give alternate addresses to send a reissue of the check. They claim that they are still checking. Its been six months and they don't have any answers.I would like someone to check on them since I believe that they don't care and I have a feeling that my money would not be returned