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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:03/01/2023

    Type:Product 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.
    Paid money for sending and receiving the passport to obtain ** ***** 1. Date of Transaction: 11/1/2022 2. Total amount of money paid to the business; $160.00 ( 2 transactions)3. VFS is supposed to send in via email a copy of pre-paid shipping label that can be used for shipment of passport and other documents. I never received this. I had to pay out of pocket to send and receive the passports and documents.4. After following up on their portal for refunds until now (28-FEB-2023) no action taken for issuing refunds 5. They always say they forward the complaint to the concerned department and that it is. No answer for follow up emails, no refund. Now the window to dispute the credit card transaction has passed and I can't file complaint through credit card company. Communication via 7-DEC2022, JAN-25-2023, 24-FEB-2023.6. Tracking number: VFS tracking of file : ************* ************

    Customer Answer

    Date: 03/27/2023

    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:02/09/2023

    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.
    Purchased services to aid my application for a ** visitor's **** on January 29, 2023.The services included a USCIS biometric appointment (which is "Free" and was labeled "Free"), document scanning assistance (which was deemed "necessary" for my application), and an optional round trip courier service.The courier + document scanning assistance cost 120$ total.I am a physician and missed my USCIS biometric appointment due to being busy seeing patients (unexpected delay from a busy work day).I contacted USCIS three times, and they gave me two links and told me I could reschedule my appointment online, but this was FALSE information. The links did not allow me any way to reschedule my appointment.There was no contact information on the VFS global website other than a feedback form where I would file a complaint and they would reply within 2 business days.During that time, the option to "cancel/request a refund" from the VFS global website had disappeared.By the time VFS global replied to me, they explained 1) there is no way to reschedule my appointment, and 2) I need to click request a refund - which the option had disappeared - or else a refund is not available to me.The services I purchased were never rendered. The website on VFS global is very technically lacking.The "manage appointment" section offers no details or ability to manage your appointment (i.e. to cancel or reschedule).There is no information available to help with "I missed my appointment, what are my next steps" or "what to do if you miss your biometric appointment", and there is no phone/email contact options and no two way communication or assistance available on the website. They're supposed to be partnered with USCIS (in terms of scheduling biometric appointments), but even USCIS staff is unaware of next steps after a missed appointment.This is frustrating and fraudulently incomplete service that is being offered. It is almost MEANT to trap you into wasting time and losing money.

  • Initial Complaint

    Date:02/06/2023

    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 Global handles immigration and consular issues, and is a requisite organization through which a transaction must go through. Their website, however, is unusable and broken and it is impossible to get through.They must not be audited for performing business in *****************.I have spent over 10 hours trying to get through on their website, and demand a fee of $2000.00 for my time.

  • Initial Complaint

    Date:12/26/2022

    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 completed a lengthy application with on Gov.UK for a **** for the **************, I then paid the fee (~$120) and a mandatory next step is to book a biometrics appointment through the VFS Global platform (this is directly linked within the internal application omn Gov.UK).I have been trying to book an appointment but the system keeps providing an error message (An error has occured, please try again after sometime). I have tried on multiple devices and browsers for over 3 weeks (since 28 November 2022). Their platform is obviously not functioning long term. The only contact option they provide is to "submit an inquiry"which they claim they "endeavor to answer in 2 days". I have submitted 2 inquiries and it has been over 3 weeks, while the same issue persists. I have tried to contact them through many means.

  • Initial Complaint

    Date:12/21/2022

    Type:Customer Service 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 a ****** **** from ******.. On 15th, my passport was picked up from embassy and arrived at **************. on 16th I got an email from VFS that my passport is in ************. When I went to **, they have no idea where is my passport. They called ************** who then said they will ship it out. It is 20th today and there is NO RESPONSE ABOUT my passport. I even created escalation emails, contacted VFS via calls and visited VFS. They have ABSOLUTELY NO IDEA WHERE IS MY PASSPORT. VFS is a ridiculous service who are cash-cows looking to steal from people without providing any information at all. Case number: *******************

  • Initial Complaint

    Date:11/09/2022

    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 used the ************************ VFS shipped my passport to the wrong address. Considering how important the documents are, this is unacceptable. My passport is now delayed and set to be delivered at the wrong address. I have contacted VFS Iceland twice about this, but no one has done anything to help me. I also cannot adjust the delivery address via ****** I want VFS to correct the Box Number to the correct number and refund me the ************ fee.

  • Initial Complaint

    Date:10/11/2022

    Type:Customer Service 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 a *********** ***** As part of the process, I sent my passport to VFS Global *********** in ************* on Sep 26, 2022. My **** was approved electronically Oct 3. It's been 8 days and I have been unable to get any customer service person to answer where my passport is. I sent a prepaid envelope on Sep 26. Phone number goes to automated message with no way of contacting a real person. Emails get automated response. They are holding my passport hostage.

VFS Global is NOT a BBB Accredited Business.

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