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Business Profile

Electronics and Technology

VFS Global

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

This profile includes complaints for VFS Global's headquarters and its corporate-owned locations. To view all corporate locations, see

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VFS Global has 2 locations, listed below.

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    • VFS Global

      110 Sutter St Fl 5 San Francisco, CA 94104-4002

    • VFS Global

      505 Montgomery St #1139 San Francisco, CA 94111

    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 7 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:08/18/2022

      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.
      This company charged me for a service they failed to provide, and they refuse to issue me a refund. On about June 22, 2022 I registered online for a **** appointment with VFS Global's *********** office, plus several additional services (including a passport photo). Uploaded is an itemized receipt of the services I paid for and confirmation of my appointment, which happened on August 4, 2022. I showed up for the appointment on that date, but I was told that the passport photo I had paid for could not be taken, because their office was out of photo paper. They said that if I called their helpline, I could request a refund for the $13 passport photo that they were unable to provide.On August 11, 2022, I called their helpline *************) to request a refund as instructed by their office staff. The person who answered said that I needed to send a written request to the email address ****************************** to initiate the process. I sent my first request to this address on about August 11. I immediately received an auto-reply requesting additional information, which I provided in a second email that same day. On Aug. 12 the company sent a reply asking me to click on a link to complete a refund request form. ***** flagged their reply as unsafe, saying that the link in their email had been used to steal people's personal information in the past, and I did not find this email until almost a week later.I wrote back on Aug. 17 demanding that my issue be addressed by email, without my having to jump through any more hoops. I received a reply on Aug. 18, saying that they would not refund me because their policy is not to issue refunds for cancellations. Clearly, they misunderstood my situation, as I had not cancelled anything--THEY are the ones who failed to take the photo I had paid for.I have uploaded two documents: (1) itemized receipt for the services I paid for (including the photo); (2) record of email communications with the company.

    • Initial Complaint

      Date:08/15/2022

      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.
      The complications with VFS began at the end of May, they are a company that processes **** requests for multiple consulates including ********, the country which Im applying for. Up until now I have not paid anything, however when booking an appointment (which I have been unable to do) they charge a service fee. VFS offers a 24/7 helpline via ******** which hasnt yet responded to my June inquiry. I have called, emailed, sent in customer service surveys and even gone in-person without a single response or attempt to help.When I went in person the manager he couldnt help me without an appointment I explained I couldnt book an appointment because I receive an error message every time I try to open the page. I showed him the screenshots of the error message, screenshots interaction with the help center and the lack of response from VFS. All he said was he knows their system has problems but that he could only help if I booked an appointment. Another staff member told me the online system has the wrong information (such as which types payments are accepted in office and additional services offered) and that its very common to have problems booking an appointment but that they dont have control over it.In conclusion, staff members themselves are telling me their online system is full of problems, yet refuse to help me and instead direct me back to their faulty online system. I have screenshots of these interactions, however they are full of my personal information ( passport number, etc.) but I can provide them upon request if it helps the case. Thank you

    VFS Global is NOT a BBB Accredited Business.

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