Rosie M

BLS Pretoria Centre: Unprofessional Treatment Nearly Cost Me a Valuable Trip

I had sent an email to BLS and their complaints line regarding my experience at the Pretoria visa application centre, but I never received a response. I recently submitted an application for a cultural visa to Spain. As an avid traveler with multiple Schengen visas (Germany twice, Switzerland, Denmark, and now Spain), I am fully aware of the required documentation. Upon arrival, the reception staff were friendly, but the staff member assisting me was rude, dismissive, and unprofessional. During the appointment: She rejected my bank statements as they had not been stamped, so I immediately went to Melvyn Shopping Centre to get them stamped. My proof of residence (an SABC invoice) was rejected, and I agreed to provide an alternative. For proof of funds, despite providing two invitation letters confirming that my hosts would cover all costs, the staff member insisted my bank statements were insufficient and loudly claimed I did not have the necessary funds, attempting to discourage me from submitting my application. She told me twice that I should not submit as it would be rejected and that I was wasting my time. Despite her behavior, I submitted my application and paid for after-hours collection and courier services. When I returned with the stamped statements and proof of residence, she then told me that the embassy does not accept bank statements as proof of residence, contradicting previous instructions. I was also informed I would be contacted the following day regarding a denial, which caused unnecessary stress. My hosts contacted the embassy directly, and I was later informed that my visa had been approved and my passport returned to the centre. I waited several days without communication, incurring additional travel costs, before personally collecting my passport. A different staff member confirmed it had been available the previous week, while the original staff member who treated me rudely appeared shocked and retreated into an office. My concerns are: The rude and dismissive behavior was unnecessary. She contradicted official embassy requirements. She attempted to dissuade me from submitting my application, despite the decision not being hers. She falsely claimed I lacked funds, causing embarrassment. I was not notified when my visa was ready, despite paying for after-hours and courier services. I request that BLS acknowledges and investigates this complaint, reimburses the after-hours and courier fees I paid, and implements measures to ensure future applicants are treated with professionalism, courtesy, and respect. This incident could have jeopardized an important trip that will have a positive impact on my human rights work in South Africa