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Shaun P

1 reviews | Active since Apr 2019

07 Jun 2023, 15:51

Pathetic Service

Please stay far away from One Stop travel agency if you want to do any Visas. I have been to their offices in April to do a visa application. And to date i still do not have my visas. Their agent Samuel lies and said that they take the application directly to the Embassy, when that country does not have 1 in South Africa. It is all done online. They tell you that the visas are done separately by another company, but when i paid the money i paid it into an account that has the same surname as the Director of One Stop Travel and Tours. Then the issue was directed to ****ha their Customer Service Manager who also lies to pass the blame way. She is so rude and screams at the customer on the phone. She is so unhelpful and all she wanted to do is pass the buck to Clifford the visa manager for the company. She never in any way try to give any customer service. As for Clifford he is a very convincing **** that can sweet talk a person with his lies. And when he exposes himself to cover his tracks and get the customer off his back he tells them he is admitted in hospital for Cardiac issues for 1 day. When the client learns about his lies he does not take my calls. I have made contact with the Visa Application Centre myself and they require information to assist me. I dont have the information, only the agent who submitted the application has it l. So i emailed Clifford the day before and he said he will send it. But they next day to cover his tracks he confuses the issue not to send the email because it will expose his lies .

It has been an ********** ordeal dealing with this agency. Please stay away. They dont value and give their customers the service they pay for. The stress this agency caused is unreal. I share my personal experience so no one else would experience this pathetic service.

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Replies (1)
Onestop Travel & Tours
Onestop Travel & Tours's reply08 Jun 2023, 16:58
Official
 
Dear Shaun 

Your review is utterly disappointing and lacks merit. Our offices use a visa agent who is one of our SLA contractors, but that is besides the point. Samuel the visa consultant who attended to your application followed protocol and submitted your application timeously. 

 

Let us go through the procedures again: 

1. A booking is made  for an appointment at the New Zealand Embassy, which is handled by - VFS. 

2 .Once the appointment is set down all documentation as required must be submitted. 

3.Any outstanding information will result in a delay, as in your case an email was sent to you regarding your son’s application in respect of certain outstanding information which you failed to respond. 

4. Outstanding information is not our responsibility. You would be advised from the onset what is necessary and if anything further is required by the embassy then that will be relayed to you. 

5.The visa can be app**** for in two ways - done on a e-visa portal or a paper trail application.( Manual application). You were informed of this when you consulted with Samuel. We do not misrepresent to our clients. 

6. There is a delay with NZ visa’s which you are aware of, if you lack patience, you will naturally experience anxiety and stress. You were advised not to buy a ticket due to possible lengthy delays. 

 

As far as your outlandish remarks and allegations regarding your experience with our customer care agent and visa consultant ,we are absolutely flabbergasted, all calls are recorded, you were crass, abusive and defamatory in your speech. We have serviced and attended to many queries and issues raised by clients, but to date, we have never experienced something so horrific. Yes horrific!  The stress allegedly created by our offices was matched by your abuse, actually, your insults and terrible communication perhaps supersedes whatever stress you feel.  We will gladly send you proof of submission made to the VFS offices in respect of your application and this will be made available as we put in an urgent request for this. 

 

Please understand that visa’s are decided by the immigration authorities and not our offices. Our offices merely assists with the admin thereof. We further do not appreciate your opinion about staying away from our offices for visa applications. OneStop has been in travel for 18 years, enough said. 

 

Have a good day.