FOUR NEGATIVE EXPERIENCES WITH VFS DURING VISA APPLICATION IN FEB/MARCH 2023

FOUR NEGATIVE EXPERIENCES WITH VFS DURING VISA APPLICATION IN FEB/MARCH 2023

Dear Sir/Madam I was able to complete the necessary cover letters (Visa forms) for my husband and I on the free Application of the Ministry of Foreign Affairs of Denmark. I paid on-line for the two visas and printed out my receipt, which illustrated that I am computer literate. We then unfortunately had four negative experiences:

1. The next step according to the guide on the Danish App was to make a booking on-line with the VFS office in Strand Street, Cape Town, via the link on the Danish App. Although I could open the link, it was impossible to complete the booking. I attempted over days. I then sent an email and I phoned. The replies were all abrupt with a new link that is about 26 characters long! Why is the link on the Danish App non-functional? Why must one go into a new, separate link to perform the booking; it was confusing, time-consuming, and unprofessional. And I was still unable to make the appointment.

2. I read somewhere on all the Google searches I did, that if you have a problem you may arrive without a booking, which we then did on February 20th, 2023. We were rudely sent home after we were made to pay R1 600 for biometrics and the appointment for the next day. We live in Bellville, so we had to travel 50km back and forth three times.

3. On the 2nd day (21st Feb) we were put in the VIP lounge to await our turn. There were 3 other couples, some from up country, who were also dissatisfied with VFS`s poor arrangements.

Eventually we were assisted by a gentleman. There was only one chair in the small, partitioned area, off the VIP lounge, where he saw us. All our forms were in order. Mostly couples were seen here, so one had to stand with all our bags and papers while the other one could be seated. The gentleman disappeared for about an hour without any explanation. I inquired from the lady at the front desk if they do not have another chair available, but she abruptly rep**** `NO`. The gentleman, before he left, told us we only still needed our biometrics to be done. In his absence and after waiting for a long time I asked this same lady at reception if we needed to go somewhere for the biometrics. She rep**** in an unkind manner: `stay where you are`. So, we had to take turns to sit on the one chair in the small, partitioned area, waiting for the gentleman, who eventually after an hour came back to us with the comment that his camera did not work, and we had to go inside for the biometrics.

He made us sit on two vacant chairs in the public row for biometrics. He did not explain to the waiting people that we were from the VIP lounge and that his camera was broken; therefore, the people in the row thought we were jumping the queue and we had to endure their vicious comments and looks.

We were in the VIP lounge from 08:00, but only completed the process by 10:30. So, we paid R600 for the VIP lounge, but had no VIP treatment.

4. Then about two weeks later my husband and I received e-mails and SMSs stating that we may collect our visas during office hours. We arrived at VFS at 08:00 on March 14th, 2023 to collect our visas during office hours, as we knew they opened at 08:00. Many people waiting in the passage complained about the poor service at VFS. We were then told by the same unkind reception lady (nobody wears nametags) that visa collection is only from 10:00. We were shown the notice on the door in very small print. There was also a 2nd notice in small print on another door showing 11:00 (quite inconsistent) for visa collection.

We requested to see a manager. The `security` gentleman sitting inside the door where the visas are to be collected closed the door in my face and pushed me back with the door, while I was talking to him.

They left us standing in the passage for an hour (my husband is 72 years old) until 09:00 when a manager eventually arrived with many excuses for all the misunderstandings and ambiguous information. He handed us our visas. No one ever apologised for all the inconvenience, unprofessionalism, and unkindness.

The unkind lady at reception does not have the temperament or skills to be at reception.

We saw them sending old people home to come the next day. VFS has no appreciation regarding difficult and expensive parking and high fuel prices to travel back and forth.

In 2018 we also obtained visas at the Strand Street offices. We were then treated with respect and had professional people serving us.

We are dissatisfied customers as the service at VFS has declined to a great extent. And your reputation gets damaged as well. I sent my complaints to the Ministry of Foreign Affairs of Denmark, the VFS offices and Hellopeter.

Regards Lettie and Chris Prins BELLVILLE CAPE TOWN