Poor and shocking service from VFS

My son did apply to home affairs for the ID surname change because he is 16 years old and has an ID, the Head Office of Home affairs in Pretoria advised us to apply at VFS to amend the PRP first in order to apply for ID surname change.

I called VFS to ask about it and we were advised by 2 VFS Consultants to apply for Proof of PRP using the new surname which we did.

We arrived at VFS, the day of appointment 14 September 2022, at the quality control the VFS staff at Rivonia Sandton refused to take the application and told us that a PRP surname cannot be changed ever. I tried to explain that I was advised by the VFS Consultants to apply like that, they all laughed at me and my son who even missed the school in order to apply. They advised me to apply for the refund.

The same day, I was trying to apply for the refund without success, I even sent the email to *** for assistance.

I called again to ask assistance for the refund, that is when I found another consultant who asked Bruce the manager about my situation and she confirmed that I was right in applying the Proof of PRP. The consultant gave me Bruce email and asked me to write to him which I did.

Until now, we did not get any response from Bruce or anyone from VFS, we are so confused and helpless.It is very shocking the kind of service VFS is providing in this modern age.