Complaints

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

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  VFS Global

  1025 Vermont Ave NW Ste 200 Washington, DC 20005-6307

• 

  VFS Global

  1625 K St NW Ste 103 Washington, DC 20006-1610

• 

  VFS Global

  1050 Connecticut Ave NW Ste 500 Washington, DC 20036-5304

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:05/28/2025

  Type:Billing 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 entered into a contract with *** on April 13, 2025 to provide services to obtain for me a tourist **** for an upcoming visit to *****. I completed **** online application to the point of making the agreed upon payment of $227.60. Upon entering my credit card information I received an error message that my card had been declined. I contacted *** customer support via its presence on *****. They claimed that their team had confirmed that my bank had declined the charge. I then was instructed to try again after clearing the cache and cookies of the system. I tried to make payment to complete the **** application two additional times, each after first clearing my browsers cache, deleting all cookies and rebooting my computer. I even used different credit cards, but received the same error message that the charges had been declined. However, this was false as each of my credit cards had been charged $227.60, for a total of $********* this point I informed VFS that because of its defective software making it impossible for me to proceed, I was giving up on them and requested a refund. After running me around at length with serial demands that I provide more information, fill out an online refund request, etc. which I did and still no action by VFS, I disputed the charges with my banks. Those chargebacks have been vigorously contested by *** and have not yet been finally resolved.VFSs position is that it is entitled to keep the entire $682.80 it charged me because I failed to submit the **** application, even though it was impossible for me to do so because of VFSs defective software. *** relies on its cancellation and refund policies (which are buried in the fine print of its online application) that purport to require forfeiture of fees paid if the application is not completed for any reason, regardless if VFS is entirely at fault as here. Such forfeiture provisions are contrary to the ***, consumer protection statutes and common law: unenforceable.

• Initial Complaint

  Date:04/17/2025

  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.

  Date started: 4/11/2025 Problem: this company falsely describes customer service options that dont exist or are ******* wife and I had a flight to ****** and this company was supposed to issue Visas. They provided me my ***** but not my wife, and we had to cancel our trip entirely. This company has a Click to Talk feature that we tried to use 6 times where we would be on hold for >1 hour, just to be hung up on when I was the next person up to speak to someone. We emailed several times in desperation to get information on **** status with no response. There was an issue with my wifes picture that immediately remedied, but then never heard anything back. This morning 4/17 I finally received an email back from them asking for a different document, thus starting a process to collect information they should have requested in their initial request. At this point all we are trying to do is cancel all intersections with the scam of a company and move on. But we cannot get anyone there to respond or take a call, and its not fair as a customer that I cannot communicate to them to cancel the order. For Visas, you can only have 1 application going. So we cant even cancel and have a different company obtain the **** for us. So we are stuck with no options.

• Initial Complaint

  Date:04/14/2025

  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 filed for a **** with *** in *************. The service in the center was generally alright. However, after filing there is 0 contact from the company about **** status. When reaching out to get an update, it will take 2 days - 2 weeks for a reply! The only reply is that the application is "processing" but no insight as to if or when an update will be available. They prompt to call if there are further questions. When calling, if you're lucky to not get hung up on, you'll get the same non-answer as well.

• Initial Complaint

  Date:03/15/2025

  Type:Order 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 will reference VFS' ticket number here so it helps or makes sense: G-01827774. I was looking to apply for Portugal visas for 3 family members including myself. I was asked to make 3 separate payments of $70 each totaling $210 for ***** labels. I made the payments on the same day. After a while, when I reached out to *** they kept saying that they had no record of this payment. After a lot of ************ (about ***** emails over a period of multiple months starting from Aug 2024), on Jan 29th, 2025, they informed me that my refund was initiated and I was supposed to be getting it back on the same credit card account within ***** business days. Not only has it been almost 2 months since then and I haven't received any credit but NO ONE from *** is even bothering to respond to me and letting me know why I haven't received the credit or when will I actually receive ***** this point, the only way to get this resolved is to send me a check for the refund amount.

• Initial Complaint

  Date:02/22/2025

  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 formally report an issue caused by VFS Global, which resulted in the unjustified cancellation of my U.S. **** appointment due to their system error. Despite my repeated attempts to resolve this issue with VFS and the ************ in ******, I have received no assistance.Issue Summary: I initially scheduled my **** appointment for March 6, 2025 through VFS Global. Due to a system error, VFS deducted a lower amount from my account than required, which was not my fault. Later, they asked me to pay the remaining balance of OMR *****, which I promptly did. Despite this, my appointment was canceled, and *** has refused to reinstate it or provide any resolution. The ************ in ****** has told me that this is a VFS issue and that they cannot intervene, but VFS has not responded to my multiple inquiries.Requested Actions:1. Immediate investigation into VFS Globals handling of this case.2. Restoration of my original appointment for March 6, 2025, or an emergency appointment.3. An official response regarding who is responsible for such errors and how they will be prevented in the future.I request that this issue be escalated to the appropriate department, as this is causing unjustified delays and financial loss on my part due to no fault of my own. I expect a prompt response on this matter.Please let me know how this can be resolved as soon as ************* regards,***** Alireza ********* Saniji Email: ******************

• Initial Complaint

  Date:02/14/2025

  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 would like to once again request a full refund of the $ ****** paid to VFS last June. We paid for a service which was not rendered by the company. We were told that a 12 week turn around was typical for the ******* expediting service. We therefore enquired in August and once again in December. In January 2025 we received a ******* which was already expired. It was valid from July, 2024, but clearly had been lost or waiting in the ********** until I inquired about it in the December message. I had previously enquired about its status in late August and was told there was no decision, despite the **** being made valid in July, and presumably on hand in **. This poor service was not only inconvenient to me, but harmed my career and finances. Last summer I was forced to forego employment in the ** because I did not have a **** in my possession. Additionally, I was unable to lease a flat in the ** because I could not prove right to work. This **** was in the ********** and I was not notified about its arrival till January. When it was sent to me, it had already expired.Because the *** company did not deliver on its promise, I am therefore expecting a full refund of my $ ****** fee to the credit card on file.

• Initial Complaint

  Date:11/20/2024

  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 submitted a request to VFS Global in approximately mid-May 2024 to obtain a **** to travel to a conference in ******* in July 2024. VFS Global manages all **** requests for the **************** (there is no other option).After completing that process at VFS Global offices, VFS forwarded the materials to Austrian **** officials. I was contacted a week later by those officials and advised that I did not need a **** to *******, because I am a US citizen passport holder visiting for less than 90 days. I'm requesting a refund of the costs I paid for at VFS Global, and here's why:** The first time I asked a *** representative at the front desk at my appointment in May 2024 if I actually needed a **** to *******, I was advised that yes, I did need a **** ** The second time I asked was during my kiosk appointment with ******* ******. She actually left to ask a manager to clarify whether I needed a ****, and she returned, telling me that according to her manager, yes, I did need a **** to ******* As a customer, I am depending on ********************** as the only option available to obtain a **** to ******* to have the expertise and knowledge to determine if I needed a **** or not, and on both accounts, ********************** was wrong. I paid $171.70 in fees that day. *** should refund this.Since that time, I have made repeated requests for a refund via their online submission form. My last renewed effort was in October. They respond that there is escalation of the case, but it is never resolved. It has been almost 6 months. I called today, and they are claiming they have no numbers for the finance department or any records from the past year. I believe they are obstructing this request until I give up.

• Initial Complaint

  Date:09/25/2024

  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.

  9-16-2024 9-27-2024 $ ****** paid spouse name was missing in passport application they refund $77.00 refile new application

• Initial Complaint

  Date:07/30/2024

  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 booked an appointment to provide my biometrics for my **** and missed it due to a family emergency. On the VFS global website, it says you can reschedule your missed appointment after 24 hours. VFS does not have a customer service line, so I have had to communicate them slowly via email and ******** In the few emails that I've sent that they haven't ignored, they told me I had to cancel my entire **** application and make a new one so I could schedule a new appointment. I pointed out several times that nowhere in my confirmation email was I told that was their policy and it is not on their website. I even sent a screenshot of their website's policy which they ignored. I would be fine with filling out a new application through ********************** however I already paid ******* and Immigration about $5600 for my health fee and almost $700 for my application fee, and I would be required to pay those again upon reapplying. UKVI takes up to 28 days to issue refunds and I don't have that money in my account to just spend again and I can't wait that long for a refund as I need my **** in about a month. I've been trying to talk to a person from VFS Global for 2 weeks at this point yet they have no customer service line and they take at least 2 days to get back to any messages that you send them (if they reply at all). They don't acknowledge their own policies and because of them I will have to pay an extra $1000+ to expedite my **** so I can start vet school in ******** in September. I called UK **** and Immigration to see if they can help but they cannot do anything as they said VFS Global is a third party company and they can't contact them at all. Attached is a screenshot from VFS' own website, along with my appointment confirmation. Nowhere does it indicate that I must reapply to schedule a new appointment.

• Initial Complaint

  Date:07/09/2024

  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 have tried for months to make an appointment to renew my passport. Two accounts locked out, daily emails with no response, no phone number. Flights are booked, hotel room secured, vacation time used. This trip will cost thousands for my family to travel and the *** office on ******* won't even respond to schedule an appointment.