Just another entity in South Africa delivering - BAD CUSTOMER SERVICE

I would give this place zero stars if there was an option available. If I was in a leadership role at VFS Global I will be very concerned. The staff seem to be incapable to assist if an enquiry is not scripted. The enquiry I had and my experience was not a difficult one.

Helpdesk Customer Service - The VFS Helpdesk agents ability to assist and resolve queries is questionable. The Helpdesk agents who is the voice of VFS Global should be able to resolve and assist the public with any query related to the mandate VFS Global have from all the embassies. I was speechless with the ability of the agents I dealt with. I am not sure if the agents had a lack of understanding my enquiry or just being plain difficult to talk too. The agents dropped my telephone connection with them twice and kept me holding on several times and they were not short periods.

My query was - Any idea when I may collect my passport? It has been six weeks since I handed in my request to renew my passport (not a SA Passport). My receipt with the APP/REF number on it is unreadable and I could not quote the number to the agent. I suspect either the ink cartridge they used was low or the printer head of the receipt printer was faulty. In my opinion the agent should have taken my surname/initials/which country passport and date I handed in my request. With that info surely one can work with on the VFS Global Systems and assist the customer. In my opinion it is always easy to give bad reviews which I normally try and stay away from because there is good in all of us but VFS Global in my opinion placed a different spin on my thoughts especially in South Africa!

VFS Global main website proudly claim they are a 5 star organization. This must have happened years ago when there was different leadership team and staff who was still proud to WORK and DELIVER A WORLD-CLASS SERVICE to their clients!

If the VFS Leadership team is satisfied with the service delivery in South Africa I see VFS loosing the contract in due course with most of the embassies they deliver a service for.

Looking at the latest reviews on VFS Global I will be very concerned working for VFS in SA and the various countries surely would not like to have their citizens being treated like an idiot!

This jaw dropping experience will be shared with the relevant embassy in Cape Town.