Theft/ bull**** agents

Two years back (2019) I app**** for a visa through vfs global in jhb. I get a call from some agent in 2021 saying my passport is ready for collection. When I called in 2019 I was told they don’t have it. I ended up getting a police affidavit to state it was stole while in care of vfs and had to get a new passport. The asshole agents decides to say it’s not his problem that they couldn’t find it for two years.