Scores reflect the Overall AI Score for each category
Based on recent customer reviews, VFS Global is described overwhelmingly negatively by South African visa and permit applicants. Customers consistently report unallocated payments, refunds that never arrive, unanswered emails and dead phone lines. A recurring theme is misinformation from counter staff and dysfunctional online booking. Isolated praise exists for named individuals at Sandton, Cape Town and Pretoria, but these bright spots sit inside a broadly frustrating experience.
Top Strengths:
- •Customer Service & Travel Expertise: The least damaged theme. Named individuals such as Sihle Sithole at the Italy centre in Sandton, Palesa and Gofaone in biometrics, and the Norwegian and Irish counters in Cape Town draw genuine praise for patience and clear explanation.
TrustIndex
1.9
NPS Score
-79
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About VFS Global
What do customers say about VFS Global?
Based on recent customer reviews, VFS Global is described overwhelmingly negatively by South African visa and permit applicants. Customers consistently report unallocated payments, refunds that never arrive, unanswered emails and dead phone lines. A recurring theme is misinformation from counter staff and dysfunctional online booking. Isolated praise exists for named individuals at Sandton, Cape Town and Pretoria, but these bright spots sit inside a broadly frustrating experience.
What is VFS Global's biggest strength?
VFS Global's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. The least damaged theme. Named individuals such as Sihle Sithole at the Italy centre in Sandton, Palesa and Gofaone in biometrics, and the Norwegian and Irish counters in Cape Town draw genuine praise for patience and clear explanation.
What are the most common complaints about VFS Global?
The most common complaint about VFS Global, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Pricing & Value. The single biggest driver of anger. Customers describe refunds pending for months or a full year, payments deposited but never allocated, duplicate charges from failed transactions, and a refund department that answers only with automated emails.
How does VFS Global compare to other Travel Agencies companies?
VFS Global scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Travel Agencies, compared to the Travel Agencies industry average of 2.3. Their strongest theme is Service & Expertise (1.7); their weakest is Refunds & Pricing (0.6). The top AI-rated Travel Agencies business on Hellopeter is Pentravel (4.7). How is the AI Score calculated? →
Is VFS Global trustworthy?
VFS Global has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 53 reviews in the last 12 months. Hellopeter has tracked VFS Global across 1,531 total reviews. How is the TrustIndex calculated? →
Recent reviews (53)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Horrible Customer Service
This agency is *****ing people's money , about 7 months ago I attempted to make a payment for my visa application which went through from my bank side but was said to be unsuccessful on the payment portal and they said the money will be sent back to the account, since then I have been waiting for my money to come bank , I tried sending *** no one responds when you call the help center they tell you that they don't t handle refunds you supposed to send an *** but still no one response to the *** ,
1 reviews | Active since Oct 2026
Horrible Customer Service
This agency is *****ing people's money , about 7 months ago I attempted to make a payment for my visa application which went through from my bank side but was said to be unsuccessful on the payment portal and they said the money will be sent back to the account, since then I have been waiting for my money to come bank , I tried sending *** no one responds when you call the help center they tell you that they don't t handle refunds you supposed to send an *** but still no one response to the *** ,
1 reviews | Active since Oct 2026
VFS just sucks .
Well my child applied the other day at the Italian Visa Office and at first I thought the place was beautiful,yet I had to sit and wait with my child for 2 hours until they assisted me which was the first red flag. After that the lady who looked like a gentlemen who has been assisting me asked me for bribes in order to expedite the visa. This is so unprofessional since I was already paying for the visa. She was also very rude and disrespectful, this really made me mad because not only did she ask for money but she also treated us like garbage. On top of that she threatened that if we say anything to anyone she would make the consulate refuse my child's visa !!!!VFS is a very unprofessional company and a waste of time. Do better. **********
1 reviews | Active since Oct 2026
VFS just sucks .
Well my child applied the other day at the Italian Visa Office and at first I thought the place was beautiful,yet I had to sit and wait with my child for 2 hours until they assisted me which was the first red flag. After that the lady who looked like a gentlemen who has been assisting me asked me for bribes in order to expedite the visa. This is so unprofessional since I was already paying for the visa. She was also very rude and disrespectful, this really made me mad because not only did she ask for money but she also treated us like garbage. On top of that she threatened that if we say anything to anyone she would make the consulate refuse my child's visa !!!!VFS is a very unprofessional company and a waste of time. Do better. **********
1 reviews | Active since Jun 2024
Refund process is unacceptable and effectively impossible to follow up
I submitted two DHA refund requests through the VFS Global online portal on 25 and 26 August 2026. The portal allows you to complete the refund request and upload documents online, giving every impression that the process has been completed. I later discovered that VFS also expects applicants to email supporting documents separately to their refund department, which is unnecessarily confusing and poorly designed. I emailed the refund department on 26 September and received only an automated acknowledgement stating that they were experiencing high volumes. I followed up again on 5 October. No substantive response. I then lodged a formal complaint with VFS. The response simply redirected me back to the same refund email address that was already not responding. I also tried calling the number provided by VFS, only for the automated telephone system to direct me back to email. So the process becomes completely circular: Email refund department - no response , complain to VFS - told to email refund department , call VFS - automated system tells you to email. It has now been more than two months since the original refund requests were submitted. To make matters worse, one of the applications now shows "Refund Completed" on the VFS portal, yet I have received no refund on the credit card used for payment and no communication explaining when, where or how the supposed refund was processed. Provide an actual human channel for customers to resolve refund problems instead of repeatedly redirecting them to an unanswered mailbox. For an organisation handling immigration applications and substantial amounts of customers' money, this level of communication and accountability is unacceptable.
1 reviews | Active since Jun 2024
Refund process is unacceptable and effectively impossible to follow up
I submitted two DHA refund requests through the VFS Global online portal on 25 and 26 August 2026. The portal allows you to complete the refund request and upload documents online, giving every impression that the process has been completed. I later discovered that VFS also expects applicants to email supporting documents separately to their refund department, which is unnecessarily confusing and poorly designed. I emailed the refund department on 26 September and received only an automated acknowledgement stating that they were experiencing high volumes. I followed up again on 5 October. No substantive response. I then lodged a formal complaint with VFS. The response simply redirected me back to the same refund email address that was already not responding. I also tried calling the number provided by VFS, only for the automated telephone system to direct me back to email. So the process becomes completely circular: Email refund department - no response , complain to VFS - told to email refund department , call VFS - automated system tells you to email. It has now been more than two months since the original refund requests were submitted. To make matters worse, one of the applications now shows "Refund Completed" on the VFS portal, yet I have received no refund on the credit card used for payment and no communication explaining when, where or how the supposed refund was processed. Provide an actual human channel for customers to resolve refund problems instead of repeatedly redirecting them to an unanswered mailbox. For an organisation handling immigration applications and substantial amounts of customers' money, this level of communication and accountability is unacceptable.
1 reviews | Active since Oct 2026
Very Disappointed with VFS Global South Africa refund team!!!!
VFS global Refund team South Africa you do not deserve even a star, your service is very poor, your communication skills non existent, staff rude, l sent several emails regarding my refund there was no answer. The call centre always has an excuse of there is phone direct to refunds send an e-mail. i have been awaiting for my money since July what kind of poor service is this!!!!
1 reviews | Active since Oct 2026
Very Disappointed with VFS Global South Africa refund team!!!!
VFS global Refund team South Africa you do not deserve even a star, your service is very poor, your communication skills non existent, staff rude, l sent several emails regarding my refund there was no answer. The call centre always has an excuse of there is phone direct to refunds send an e-mail. i have been awaiting for my money since July what kind of poor service is this!!!!
1 reviews | Active since Nov 2020
Bad Experience Overall
Very unprofessional and *********** staff my niece *** rejected because of their bad administration and she forfeited 1000's of rands in hotels and flights for a sports tour!!
1 reviews | Active since Nov 2020
Bad Experience Overall
Very unprofessional and *********** staff my niece *** rejected because of their bad administration and she forfeited 1000's of rands in hotels and flights for a sports tour!!
1 reviews | Active since Oct 2026
Disappointed with VFS Global South Africa refund team
Vfs global Refund team South Africa you dnt deserve the 1star l gave , your service is very poor,your communication skills non existent,l sent several emails regarding my refund there was no answer.l have been awaiting for my money since August what kind of poor service is this.
1 reviews | Active since Oct 2026
Disappointed with VFS Global South Africa refund team
Vfs global Refund team South Africa you dnt deserve the 1star l gave , your service is very poor,your communication skills non existent,l sent several emails regarding my refund there was no answer.l have been awaiting for my money since August what kind of poor service is this.
1 reviews | Active since Oct 2022
Disappointed
After 3 months I still have no feedback on where my passport is? When I renewed my passport in Pretoria it took the 2weeks. I'm really starting to think this is a **** to take my money, because why does no one have an answer for me?????
1 reviews | Active since Oct 2022
Disappointed
After 3 months I still have no feedback on where my passport is? When I renewed my passport in Pretoria it took the 2weeks. I'm really starting to think this is a **** to take my money, because why does no one have an answer for me?????
1 reviews | Active since Feb 2018
Stuff not cooperating
Every time I go to Vfs to submit renewals for my children for their study visas I always leave there frustrated. I know they work under pressure but that does not mean they have to do the wrong thing. I prepared all the document for my child 's appeal and the stuff refused to take the supporting documents. They took an appeal without annexures so what was the reason for the Appeal of there are no supporting documents. The person who was assisting could have simply refused to take the whole application than taking half supporting documents. This is the reason why Home Affairs rejects our applications.
1 reviews | Active since Feb 2018
Stuff not cooperating
Every time I go to Vfs to submit renewals for my children for their study visas I always leave there frustrated. I know they work under pressure but that does not mean they have to do the wrong thing. I prepared all the document for my child 's appeal and the stuff refused to take the supporting documents. They took an appeal without annexures so what was the reason for the Appeal of there are no supporting documents. The person who was assisting could have simply refused to take the whole application than taking half supporting documents. This is the reason why Home Affairs rejects our applications.