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
-80
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 54 reviews in the last 12 months. Hellopeter has tracked VFS Global across 1,529 total reviews. How is the TrustIndex calculated? →
Recent reviews (54)
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 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.
1 reviews | Active since Oct 2022
Disappointing refund experience from VFS Global
I am utterly dismayed by the refund experience l have had from VFS Global, l have had no feedback whatsoever for 10 good months!!. I started the refund process on 1 December 2025 within the stipulated time period, I submitted the necessary documents, l got no acknowledgement of receipt of documents or any feedback whatsoever . I phoned countless times to follow up until l gave up, the only feedback l got was that there was a backlog. I recently phoned probably 2 weeks ago and they said they would respond, there has been no response and l am not suprised. This is very appalling to say the least and l wonder how many more customers also have to go through this horrible odeal. Maybe its time l just forgot about the refund for reference TRV048464A and TRV049294A, very disheartening!!
1 reviews | Active since Oct 2022
Disappointing refund experience from VFS Global
I am utterly dismayed by the refund experience l have had from VFS Global, l have had no feedback whatsoever for 10 good months!!. I started the refund process on 1 December 2025 within the stipulated time period, I submitted the necessary documents, l got no acknowledgement of receipt of documents or any feedback whatsoever . I phoned countless times to follow up until l gave up, the only feedback l got was that there was a backlog. I recently phoned probably 2 weeks ago and they said they would respond, there has been no response and l am not suprised. This is very appalling to say the least and l wonder how many more customers also have to go through this horrible odeal. Maybe its time l just forgot about the refund for reference TRV048464A and TRV049294A, very disheartening!!
1 reviews | Active since Mar 2025
Refund
I am writing this review in anger because of how you are treating your customers. I logged a refund online on TRV240390A reff however till you date l have not received my money, no one is responding to my emails. I'm very disappointed and l will take this further.
1 reviews | Active since Mar 2025
Refund
I am writing this review in anger because of how you are treating your customers. I logged a refund online on TRV240390A reff however till you date l have not received my money, no one is responding to my emails. I'm very disappointed and l will take this further.
1 reviews | Active since Jun 2025
FORMAL COMPLAINT – URGENT REQUEST FOR THE RETURN AND ACCOUNTABILITY OF MY PASSPORT
I am writing to formally lodge a serious complaint regarding the continued retention of my passport by VFS Global Rivonia. I submitted my passport to VFS Global Rivonia on 30 April 2026 in connection with my Malta visa application. It has now been approximately four months, and I have still not received my passport or any meaningful update regarding its status. This situation is completely unacceptable. I have repeatedly contacted and visited the VFS Global office seeking clarity. Each time, I am told that there has been no communication from the Malta Embassy. I have also attempted to escalate the matter to line managers, but despite numerous follow-ups over several months, I have not received a satisfactory response or a clear explanation as to why my passport continues to be held. I have been repeatedly asked to provide proof and supporting information, which I have done. However, even after providing the requested documentation, I continue to receive little or no feedback. My passport is an essential personal document, not an ordinary administrative file. Keeping a person’s passport for such an extended period without providing clear communication, a definite status update, or a clear explanation is extremely concerning. I am now required to travel, but I am unable to do so because my passport remains with VFS Global. This has placed me in a difficult and potentially serious situation. Given the current circumstances, I need my passport returned to me urgently. I therefore require VFS Global to provide me with the following: 1. The current confirmed location and status of my passport. 2. A clear explanation for why my passport has been retained for approximately four months. 3. Confirmation of whether my passport is still physically in the possession of VFS Global, the Malta Embassy, or another authorised party. 4. An immediate escalation of my case to senior management. 5. The immediate return of my passport if there is no legal or procedural reason preventing its release. 6. If my passport cannot be located or has been lost, I require VFS Global to formally acknowledge this in writing and explain what action will be taken to resolve the matter. 7. A clear explanation of what measures are being taken to prevent further delays and to protect my personal document. I also request that this complaint be formally recorded and that I receive a written response from a responsible senior manager, rather than another generic response instructing me to provide documents that I have already submitted. I have been patient for four months, but I can no longer accept indefinite waiting and repeated requests for information without any meaningful progress. I urgently need my passport back. If VFS Global is unable to return my passport immediately, I expect a clear written explanation stating the reason, where the passport currently is, who is responsible for it, and exactly what steps are being taken to resolve the matter. Please treat this as an urgent formal complaint and escalation. I expect a substantive response and a clear resolution without further unnecessary delays. I reserve the right to escalate this matter further to the relevant authorities and appropriate channels if I continue to receive no meaningful response or if my passport cannot be accounted for.
1 reviews | Active since Jun 2025
FORMAL COMPLAINT – URGENT REQUEST FOR THE RETURN AND ACCOUNTABILITY OF MY PASSPORT
I am writing to formally lodge a serious complaint regarding the continued retention of my passport by VFS Global Rivonia. I submitted my passport to VFS Global Rivonia on 30 April 2026 in connection with my Malta visa application. It has now been approximately four months, and I have still not received my passport or any meaningful update regarding its status. This situation is completely unacceptable. I have repeatedly contacted and visited the VFS Global office seeking clarity. Each time, I am told that there has been no communication from the Malta Embassy. I have also attempted to escalate the matter to line managers, but despite numerous follow-ups over several months, I have not received a satisfactory response or a clear explanation as to why my passport continues to be held. I have been repeatedly asked to provide proof and supporting information, which I have done. However, even after providing the requested documentation, I continue to receive little or no feedback. My passport is an essential personal document, not an ordinary administrative file. Keeping a person’s passport for such an extended period without providing clear communication, a definite status update, or a clear explanation is extremely concerning. I am now required to travel, but I am unable to do so because my passport remains with VFS Global. This has placed me in a difficult and potentially serious situation. Given the current circumstances, I need my passport returned to me urgently. I therefore require VFS Global to provide me with the following: 1. The current confirmed location and status of my passport. 2. A clear explanation for why my passport has been retained for approximately four months. 3. Confirmation of whether my passport is still physically in the possession of VFS Global, the Malta Embassy, or another authorised party. 4. An immediate escalation of my case to senior management. 5. The immediate return of my passport if there is no legal or procedural reason preventing its release. 6. If my passport cannot be located or has been lost, I require VFS Global to formally acknowledge this in writing and explain what action will be taken to resolve the matter. 7. A clear explanation of what measures are being taken to prevent further delays and to protect my personal document. I also request that this complaint be formally recorded and that I receive a written response from a responsible senior manager, rather than another generic response instructing me to provide documents that I have already submitted. I have been patient for four months, but I can no longer accept indefinite waiting and repeated requests for information without any meaningful progress. I urgently need my passport back. If VFS Global is unable to return my passport immediately, I expect a clear written explanation stating the reason, where the passport currently is, who is responsible for it, and exactly what steps are being taken to resolve the matter. Please treat this as an urgent formal complaint and escalation. I expect a substantive response and a clear resolution without further unnecessary delays. I reserve the right to escalate this matter further to the relevant authorities and appropriate channels if I continue to receive no meaningful response or if my passport cannot be accounted for.
1 reviews | Active since Jan 2026
Apply and collect a visa
We had a very nice experience when we submitted the application for a Visa. Can’t believe how unorganised and understaffed the office is when it comes to collect the result. We waited more than 3 hours. There is 1 person working behind the counter and dozens of people waiting to be served.
1 reviews | Active since Jan 2026
Apply and collect a visa
We had a very nice experience when we submitted the application for a Visa. Can’t believe how unorganised and understaffed the office is when it comes to collect the result. We waited more than 3 hours. There is 1 person working behind the counter and dozens of people waiting to be served.