Visas Zone will make you pay for services they don't deliver

Absolutely terrible, useless and unfair service.

Visas Zone made us pay them after they didn't render one of the services we paid for. This complaint is specifically towards Celeste Nurse, a visa consultant. Here is a breakdown of the sequence of events:

1. They don't check your availability when booking your appointment - no confirmation or checking our availability was done to see if we prefer certain dates or times for the appointment. No communication received from Visas zone when we asked them to book our appointment, I asked them out of curiosity when they plan on booking it and their answer was it's already booked for a specific date and time - thus, not giving us any choice or checking our availability so I had to take off of work and fit in with them. No sorry for inconvenience was ever mentioned.

2. Incorrect list of required documentation sent - I requested a list of all required documentation as soon as I found out last minute when our booking was made without my confirmation or consent. I then rep**** with queries on the list they provided and to this day they haven't responded to my queries and the only reply I got was an email with a new required list of documentation THE DAY BEFORE OUR BOOKING. Leaving me running around to get documents because of their lack of communication and not sending the right list in the first place. Celeste's excuse was that she was too busy to help us - an unacceptable excuse to ever use especially if it is your job to help your paying client.

3. No meet or greet took place (as per service we paid for) - we were told that an agent from their office would meet us ahead of our booking so they can take us through how it works, help fill in papers, etc. However, on the day of our booking the agent didn't show up and we called the number they provided for him and he said sorry he can't be there and will be late and that we must phone an alternative agent. This just again highlights the reoccurring lack of communication from visas zone/Celeste and leaving us to do their work for them by trying to get an agent. The alternative agent also said he will be late so we had to find our own way to get into the offices, queues, etc. and had no meet or greet. When we emailed Celeste to make her aware of this situation and how ridiculous it is she just said that their agents had family emergencies to attend to - so if she knew about their emergencies why didn't she inform us or give us a heads up or make alternative plans? No, she made it our problem to figure out what to do, phone people and find these things out by phoning their agents as opposed to her as our consultant phoning us.

4. No support services on the day - in addition to no help being provided when queueing, we also couldn't get into the offices because Celeste didn't send us our proof of booking. After we had to make our own plan with other officers at the office, they eventually let us in as a favour and because we showed them that we have no communication from visas zone.

5. The only service we got was 5 minutes before we had to go to the counter to submit our documents - eventually 5 minutes before we had to go to the counter to submit our documents, a visas zone agent eventually arrived to help with some of the fields we had no idea how to complete in our documents and then made the payment when we were done. Thus, this is the only service they delivered: 5 minutes of guidance on what to fill in on documents and then paying for the visas. Everything else on the day we had to figure out and do ourselves.

6. Celeste **** to the embassy that she was the applicant - after our visas went to the embassy, the embassy contacted both me and my partner to say that our submissions have missing documentation. Again, highlighting the uselessness from Celeste to send us the correct list of required documents that we had to submit. We made Celeste aware of the outstanding documentation required by the embassy and she said that she will phone them / have their agents take the documents to them / sort it out. I then got another follow up email from the embassy chasing us on where the outstanding documentation is that they requested, so I asked Celeste and she said that she did speak to the specific agent I was talking about from the embassy. I therefore told the embassy's agent that my agent, Celeste, says that she did speak to her to resolve the matters but the embassy's agent then asked who is Celeste and said that she has never spoken to someone like that. At this point I was obviously furious. I addressed this with Celeste. Thereafter, the embassy's agent again followed up on the outstanding documentation and told me that Celeste phoned her to say that she is the applicant. Thus, Celeste **** to the embassy and said that she is me / the applicant - therefore making me having to clean up her mess and please and explain to the embassy.

7. No correction of services made and visas zone still required us to pay them full price even though we got no service out of them. If any, we had to constantly fix the mess they created, send endless amounts of emails to figure out queries and confusing instructions, and have endless calls to the embassy to correct the lie and incorrect documentation we submitted because of Celeste.

When visas zone sent us our invoice to pay, we said that it is unfair to expect us to pay for services they didn't deliver and they couldn't care less and said that we have to pay for everything otherwise they will not release our visas. This was the most upsetting, ridiculous, useless and unfair client service I have ever experienced and despite all of the above being backed by evidence of calls, email correspondence, etc. visas zone made us pay for services they did not deliver.

I would NEVER use them again.