VG
VFS Global
Claimed Business
VG
VFS Global
Claimed Business
106 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, VFS Global faces severe and systemic service failures across virtually every aspect of its customer experience. Customers consistently report unresolved refunds, non-functional booking systems, unresponsive communication channels, rude or dismissive staff, and excessive wait times. While a handful of named staff members at specific branches receive praise, the overwhelming pattern is one of deep frustration, financial loss, and a near-total breakdown in accountability.
Top Strengths:
- •Customer Service & Travel Expertise: A small number of named staff such as Sihle Sithole, Zanele, Robyn, Ronaldo, and Palesa receive exceptional praise for patience, professionalism, and knowledge. These individuals stand out sharply against an otherwise negative backdrop.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#7Ranked In Travel Agencies
36 hours 46 minutesAverage Time To Reply
-80 NPSRecommended: Unlikely
Replied to 12% of negative reviews
Typically takes less than 41 hours 14 min to reply
TrustIndex
0
Score
Ranking
#7
in Travel Agencies
Avg Reply
36 hours 46 minutes
NPS Score
-80
Recommended: Unlikely
Replied to 12% of negative reviews
Typically takes less than 41 hours 14 min to reply
Review Distribution
1.3|106 Reviews
May '25 - Apr '26
5(5.2%)
4(1%)
3(4.1%)
2(1%)
1(88.7%)
5(5.2%)
4(1%)
3(4.1%)
2(1%)
1(88.7%)
Recent reviews (106)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
CM
Charmaine M
1 reviews | Active since Jan 2020
11 Mar 2026, 09:35
VFS Global Refund nightmare process, months later no money back in sight!!!
If only i could rate the VFS Global refund contact centre a negative, i'ld do it a million times. I still dont understand why they have a dedicated "Refund" line, yet they can’t even resolve anything. Why waste resources if all they say is "Please send an email to brucel@vfsglobal for escalation", yet he never replies anything. I initiated a refund on the system on 23 December 2025, sent through supporting documents but still, almost 3 months now no feedback or even acknowledgements for my money back. Why do they even say that refund takes 20 business working days, yet they can’t honor it. Clearly their profiting from clients' refund monies and not reimbursing us what’s due. Misrepresentation on their side. I have called countless times to resolve this, but I keep getting directed to Bruce, but he doesn’t even say anything. I wish they could just let us know that whatever we pay is non-refundable unlike make us look stupid following up knowing they won’t pay back the money. I’m highly disappointed by the finance department and it’s a let down because they appointments are very efficient, i went to the Pretoria branch. To everyone, initate a refund request at your own risk because you might fight for your life trying to get it back.
Helpful (0)
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Charmaine M
1 reviews | Active since Jan 2020
11 Mar 2026, 09:35
VFS Global Refund nightmare process, months later no money back in sight!!!
If only i could rate the VFS Global refund contact centre a negative, i'ld do it a million times. I still dont understand why they have a dedicated "Refund" line, yet they can’t even resolve anything. Why waste resources if all they say is "Please send an email to brucel@vfsglobal for escalation", yet he never replies anything. I initiated a refund on the system on 23 December 2025, sent through supporting documents but still, almost 3 months now no feedback or even acknowledgements for my money back. Why do they even say that refund takes 20 business working days, yet they can’t honor it. Clearly their profiting from clients' refund monies and not reimbursing us what’s due. Misrepresentation on their side. I have called countless times to resolve this, but I keep getting directed to Bruce, but he doesn’t even say anything. I wish they could just let us know that whatever we pay is non-refundable unlike make us look stupid following up knowing they won’t pay back the money. I’m highly disappointed by the finance department and it’s a let down because they appointments are very efficient, i went to the Pretoria branch. To everyone, initate a refund request at your own risk because you might fight for your life trying to get it back.
0
Replies (0)CM
Conelious M
1 reviews | Active since Jan 2020
9 Mar 2026, 06:35
Payment ‘Failed’ but Money Debited – One Month Waiting for Refund and 45 Emails Ignored
This organisation’s booking system is seriously flawed and extremely frustrating for customers. The website indicated that my payment had failed, yet the money was still debited from my bank account. In order to proceed with the booking, I was forced to make another payment, leaving me out of pocket simply to secure a booking date. Trying to obtain a refund for the failed transaction has been an absolute nightmare. I have now been waiting over one month for a refund and have sent approximately 45 emails, many of which have gone completely unanswered. The support process is highly inefficient – you are sent from pillar to post, with no clear accountability or resolution. For a system that requires customers to make online payments, this level of malfunction and lack of customer support is completely unacceptable. When payment errors occur, there should be a simple, transparent, and responsive refund process. At this stage, the experience reflects very poorly on the organisation’s booking platform and customer service. Customers should be aware of these issues before attempting to make bookings through this system.
Helpful (0)
|Replies (0)CM
Conelious M
1 reviews | Active since Jan 2020
9 Mar 2026, 06:35
Payment ‘Failed’ but Money Debited – One Month Waiting for Refund and 45 Emails Ignored
This organisation’s booking system is seriously flawed and extremely frustrating for customers. The website indicated that my payment had failed, yet the money was still debited from my bank account. In order to proceed with the booking, I was forced to make another payment, leaving me out of pocket simply to secure a booking date. Trying to obtain a refund for the failed transaction has been an absolute nightmare. I have now been waiting over one month for a refund and have sent approximately 45 emails, many of which have gone completely unanswered. The support process is highly inefficient – you are sent from pillar to post, with no clear accountability or resolution. For a system that requires customers to make online payments, this level of malfunction and lack of customer support is completely unacceptable. When payment errors occur, there should be a simple, transparent, and responsive refund process. At this stage, the experience reflects very poorly on the organisation’s booking platform and customer service. Customers should be aware of these issues before attempting to make bookings through this system.
0
Replies (0)JM
Jane M
1 reviews | Active since Jan 2020
25 Feb 2026, 08:51
Complete lack of professionalism and service when refund is due
VFS Cape Town are either *****sters or wholly ***********. Do not trust this Visa Centre, chose any other country in the Schengen area. Refund application pending since October of 2025 for an application whereby processes were not followed and my passport was lost for a month at VFS. No replies from multiple managers. The following cannot be bothered to respond to calls or emails @Aphiwe Mbanjwa @Boitumelo Hlongwane @Zikhona Judy Mlungwana @Pracilla Govind @Baanetsi Tsotetsi @Bruce Lukhele
Helpful (0)
|Replies (0)JM
Jane M
1 reviews | Active since Jan 2020
25 Feb 2026, 08:51
Complete lack of professionalism and service when refund is due
VFS Cape Town are either *****sters or wholly ***********. Do not trust this Visa Centre, chose any other country in the Schengen area. Refund application pending since October of 2025 for an application whereby processes were not followed and my passport was lost for a month at VFS. No replies from multiple managers. The following cannot be bothered to respond to calls or emails @Aphiwe Mbanjwa @Boitumelo Hlongwane @Zikhona Judy Mlungwana @Pracilla Govind @Baanetsi Tsotetsi @Bruce Lukhele
0
Replies (0)DO
Deborah O
1 reviews | Active since Jan 2020
19 Feb 2026, 11:30
Incorrect instructions/documents | Repay for their error
Went for my appointment with the documents indicated. One was "incorrect" because they weren't clear about the format on the checklist. Have to pay for another booking even though they weren't clear about it. Also, the link to the form on the website is incorrect, and the forms on the consulate sites are outdated. Also, what's the point of an appointment if you're only helped 2 hours later? If I had been helped at my appointment time, I would have been able to get the documents required.
Helpful (0)
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Deborah O
1 reviews | Active since Jan 2020
19 Feb 2026, 11:30
Incorrect instructions/documents | Repay for their error
Went for my appointment with the documents indicated. One was "incorrect" because they weren't clear about the format on the checklist. Have to pay for another booking even though they weren't clear about it. Also, the link to the form on the website is incorrect, and the forms on the consulate sites are outdated. Also, what's the point of an appointment if you're only helped 2 hours later? If I had been helped at my appointment time, I would have been able to get the documents required.
0
Replies (0)SG
Sané Gouws
1 reviews | Active since Jan 2020
18 Feb 2026, 19:46
Why even have a website if it does not even work??????
Absolutely frustrating! Does anyone competent even work there! Tried to apply online for an appointment, website keeps kicking me out. I go in person to the Cape Town branch (why you ask, well there is no email address nor does any of their numbers work WFT!) and they want to charge me R800 extra as a walk in??? and this only because their stupid website does not work! Now I try to submit an enquire (were??) via their website and surprise surprise, guess what is not working ... their website giving me an error 404 Can someone from this company please get in touch with me so my enquiry can be addressed!!!!!
Helpful (0)
|Replies (0)SG
Sané Gouws
1 reviews | Active since Jan 2020
18 Feb 2026, 19:46
Why even have a website if it does not even work??????
Absolutely frustrating! Does anyone competent even work there! Tried to apply online for an appointment, website keeps kicking me out. I go in person to the Cape Town branch (why you ask, well there is no email address nor does any of their numbers work WFT!) and they want to charge me R800 extra as a walk in??? and this only because their stupid website does not work! Now I try to submit an enquire (were??) via their website and surprise surprise, guess what is not working ... their website giving me an error 404 Can someone from this company please get in touch with me so my enquiry can be addressed!!!!!
0
Replies (0)NH
Nick H
1 reviews | Active since Jan 2020
16 Feb 2026, 14:46
How this company is still allowed to operate is beyond me
I’ve been unable to make a booking for a visa application for nearly two months, as the system constantly says there are no free slots available. Then, when I finally managed to find a single slot open, it said my account had been restricted due to too many booking attempts. I contacted their support team, only to be told they were closed at 3pm on a weekday, even though their office hours are supposedly until 4pm. Even Home Affairs is more functional than VFS. I can’t believe how dysfunctional this company is.
Helpful (0)
|Replies (0)NH
Nick H
1 reviews | Active since Jan 2020
16 Feb 2026, 14:46
How this company is still allowed to operate is beyond me
I’ve been unable to make a booking for a visa application for nearly two months, as the system constantly says there are no free slots available. Then, when I finally managed to find a single slot open, it said my account had been restricted due to too many booking attempts. I contacted their support team, only to be told they were closed at 3pm on a weekday, even though their office hours are supposedly until 4pm. Even Home Affairs is more functional than VFS. I can’t believe how dysfunctional this company is.
0
Replies (0)WH
WW H
1 reviews | Active since Jan 2020
14 Feb 2026, 06:41
WfS nightmare in China - staff at WfS South Africa often can't even read
This is the most useless, *********** money milking and abusing organization I ever had to deal with- they treat you like you "mentally retarded" - are they God or some thing???
Helpful (0)
|Replies (0)WH
WW H
1 reviews | Active since Jan 2020
14 Feb 2026, 06:41
WfS nightmare in China - staff at WfS South Africa often can't even read
This is the most useless, *********** money milking and abusing organization I ever had to deal with- they treat you like you "mentally retarded" - are they God or some thing???
0
Replies (0)RB
Renee B
1 reviews | Active since Jan 2020
10 Feb 2026, 10:24
SHOCKING error almost trashed "'expenses paid" trip to Austria
VFS Global CT, TERRIBLE experience in Dec when the front office agent in their ignorance/arrogance changed the date of entry into Europe on the visa form and when we realised (only once visa had been issued) the incorrect entry date, we were told we had to start the whole process from SCRATCH (8 days before departure flight, another 32 pages and R3000 fees later). Just so we could have a visa with the entry date we had originally put on the visa application form. SO MUCH STRESS
Helpful (0)
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Renee B
1 reviews | Active since Jan 2020
10 Feb 2026, 10:24
SHOCKING error almost trashed "'expenses paid" trip to Austria
VFS Global CT, TERRIBLE experience in Dec when the front office agent in their ignorance/arrogance changed the date of entry into Europe on the visa form and when we realised (only once visa had been issued) the incorrect entry date, we were told we had to start the whole process from SCRATCH (8 days before departure flight, another 32 pages and R3000 fees later). Just so we could have a visa with the entry date we had originally put on the visa application form. SO MUCH STRESS
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Replies (0)