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Business Profile

Passports and Visas

VFS Global

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

Complaints

Customer Complaints Summary

  • 78 total complaints in the last 3 years.
  • 27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/30/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 sent our adopted ******** daughter's passport to VFS for processing for a ****** **** under my spouse, *********************. We sent a **** Priority express mailer with double postage with the mailing label completed. The parcel was processed and returned by something other than priority express and has been lost in the ****. We had been contacting VFS a lot asking for help because the passport was delayed. ****** (supervisor) helped with opening the package and getting it to the ****** counsel. It should have been the responsibility of VFS to ensure that it was returned with the enclosed materials, but it was sent **** ground, priority or something besides priority express. This has cost us thousands of dollars in change fees and even more in lost salary

    Customer Answer

    Date: 12/25/2023

    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:11/10/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ** **** online and completed by biometrics with VFS (****** office). I paid for a prepaid mailing to return my passport. I got an update several days later that my application has been processed and dispatched for delivery via courier. The *** tracking details shows that it was created but nothing has been received. I called *** and they informed me that VFS did not give them any item for this tracking.It has been impossible to reach VFS and I have submitted several enquiries to no avail, and they do not have any contact phone number to speak to a live agent. I need my passport ASAP.

  • Initial Complaint

    Date:10/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 made an appointment and applied ****** **** on Sept/8/2023 at ***************** Center. I was told everything was good. My biometric was correctly recorded and **** was estimated to be mailed out Sept/19/2023. On Sept/15/2023, I got a phone email from them that my biometric was not sent through due to their system issue. I had to made another trip to ************* re-do the biometric. After the whole process, the officer from ****** Washington headquarter asked *********************** (who handled my case) to refund my application fee. She explained to *********************** that service was delayed due to VFS system issue and the extra trip cost me one day's work missed and all the travel expense (I drove round trip for 9 hours). I got the **** two weeks later. I contacted *********************** twice regarding the refund of application fee. I haven't heard anything from them.

    Customer Answer

    Date: 11/22/2023

    Better Business Bureau:

    At this time, I have not been contacted by VFS Global regarding complaint ID ********.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:09/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ID is ************. I have tried every method to reach this company but I am only getting evasive responses from their team and they seem to have sent my passport to places and handled it in ways they never specified or shared. They received my passport and processed my **** application on behalf of ****** as part of my application for a **** on August 18th. At that point they also indicated that they would be the ones to determine when i can collect my passport. In other words, receipt of my passport should be irrespective of whether or not ****** makes its decision on my **** . My application has been with UKVI since 8/18 so VFS should be able to send my passport back to me since VFS doesnt send the physical copy to ****** and its just sitting with VFS at the moment. Instead, VFS keeps directing me to track my application status on a site that doesnt work and the site only provides information about the UKs decision information, not where my passport is currently and when it will be getting back to me. They have not sent it back and I am now less than two weeks away from international trips for which i need my passport. I have spent thousands on flights to ******, ***** and ********* as well as wedding ceremony arrangements as there was never any warning that they would hold my passport for almost three weeks and perhaps longer. VFS has been unhelpful in getting specific information on returning my passport and based on what I've found online, Im very scared about this company holding my passport. Please help me get my passport back from them. Otherwise, I will have to get an emergency passport which could impact my ****. If I dont get help from the BBB, I will have to contact a lawyer and my government representatives to intervene which also jeopardizes my trip. Please help.

  • Initial Complaint

    Date:07/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 handles **** processing on behalf of ****** Government. On 6/14/23, ****** Government approved the visitor ****s required for my ** family of four to reside in ****** for a year starting in August 2023. Since then, we have not received our passports back from the VFS Global's ******** office, nor have we received any communications from them. We have contacted ****** Government about this repeatedly, and they have said they are contacting VFS Global on our behalf. However, VFS Global has no direct contact information, so there is no way for us to verify that directly. We need our passports with ****s back immediately as are traveling to ****** very soon. Please assist by having VFS Global contact us directly and by having them return our documents immediately.

    Customer Answer

    Date: 08/13/2023

    Better Business Bureau:

    At this time, I have not been contacted by VFS Global regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:07/05/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Pathetic ************* Pathetic customer service.** tourist **** reference : ************ Paid 80$ for my shipping courier return service. Not received my label in email neither its there in my account dashboard.I need my refund for this. You have delayed my **** process.

  • Initial Complaint

    Date:05/24/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 is the agency for applying **** to ******, however VFS lost my passport and informed me a month after it was lost. I seek compensation of the appliction fee, the fee associating with flying to LA to apply for the ****, and the fee for my travel to ** to get the travel doc which is the replacement for my passport.I seeked communications with VFS but they haven't seek to provide any solution.

    Customer Answer

    Date: 06/18/2023

    Better Business Bureau:

    At this time, I have not been contacted by VFS Global regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/04/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 availed VFS service on 04/21 for my passport application and due to an error on my end I need to resubmit the application. I have requested a refund and it's been over 10 days. Transaction # ***************** Additionally, their policy is very hostile for the users, which states that they would not return any prepaid charges towards the courier or the service they provide, in my case I have not availed of any of those services as I had figured out my problem before even submitting the application to them but I paid for their entire service cost.

  • Initial Complaint

    Date:04/25/2023

    Type:Order Issues
    Status:
    Unanswered
    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 was about to apply for a ****** **** one month ago, for collection from home service. I submitted my form and my eligibility was confirmed three weeks ago. They told me a payment link would be sent and it has been two weeks with nothing sent. Only one of my emails was replied to, repeating the same information that it would be sent, but two weeks after, there is nothing. All other emails and messages remain with no responses. All of my traveling plans were ruined. I really hope someone would reach out to me, and give me some updates on where this is going.

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the Collection from ************ from VFS Global on April 4th and got approved several days later. In the reply letter from VFS Global, they said an invoice and payment link would be sent to me which initiates the picking up process. However, the payment link was never sent and they never replied to my follow-up emails in the past two weeks. I am reaching up to have someone resolve this issue for me. Thank you very much!

VFS Global is NOT a BBB Accredited Business.

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