VFS applying and forcing applicants to pay optional SMS service charges

Wishnoo84

It's time all applicants start complaining about the awful service we receive at VFS while applying for visas. All embassies have more or less outsourced their visa applications to this provider.


***START COMPLAINING TO THE EMBASSIES PLEASE***

Their websites(link not posted as I am a first timer in this forum) clearly state that the SMS is optional.

When I applied for a short-stay visa recently and I requested their employee who was collecting the application to remove the optional SMS charges.

He/She refused to change it and mentioned that it's not optional.


I am also quite annoyed :mad: with the way they make you use their photobooth (saying the photo doesn't suit requirements) to collect another £10 for using the photo booth over at the application center.

bod1467

Wrong board - should be on Praise, Vent & Warnings.

Pollycat

When I applied for my Indian visa in October 2013 through VFS, I was not forced to pay for SMS service charges.

Neither was I forced to use their photobooth.
Why didn't your photos 'suit requirements'?
Wrong size, by any chance?

So it's not time for me to start complaining.

The service provided by VFS this year has improved significantly from previous years.

LilElvis

Got to be less of a rip-off than the doorman at the Russian Embassy who demanded £200 in cash to let one of my old bosses through the door to get his visa!

Wishnoo84

Thanks Pollycat.

By start complaining, I meant only if you feel misled or wasn't told that SMS was optional.
I am posting to see how many knew or didn't know that it was optional.
As for me, I clearly requested them that I don't need SMS but even then the person told me that it's not possible to change now.

Pollycat wrote: »

When I applied for my Indian visa in October 2013 through VFS, I was not forced to pay for SMS service charges.

Neither was I forced to use their photobooth.
Why didn't your photos 'suit requirements'?
Wrong size, by any chance?

So it's not time for me to start complaining.

The service provided by VFS this year has improved significantly from previous years.

Pollycat

You've not mentioned what visa you applied for.

I'm not sure about other VFS websites but the one for Indian visas has a section (under 'contact us') for 'Customer feedback' and 'complaints'.

http://in.vfsglobal.co.uk/feedback.html

It says that every VFS centre maintains a complaints register.

Did you ask to see this?

You say:

Wishnoo84 wrote: »

As for me, I clearly requested them that I don't need SMS but even then the person told me that it's not possible to change now.

Again, I don't know about the visa you applied for but for an Indian one you complete the application online, print it off then send it or take it in person.

If you - during that application process - said you wanted SMS messages (possibly in error) and then changed your mind when you got to the VFS application centre, I can easily understand why they said it wasn't 'possible to change' at that point.

bris

You admission now that the SMS was done at the time of application and couldnt be changed because it was to late is mistakes you made, so your complaints are invalid.

johnathan45

I had the misfortune of dealing with VFS 4 times in the past 5 years for my Schengen Visas and have never left their building feeling satisfied. If anything, the quality of the service has gone from bad to worse.

Here are some of my problems with them:

1. The general tone. They never respond to pleasantries and are quite rude.
2. I once needed a business Schengen visa. I had submitted the requisite travel insurance document given by my company. The document clearly stated that ‘all employees of XYZ company are covered’. I had also given a document given by company which stated that I was an employee of the said company. It took me a good 5 minutes to make the VFS employee understand this complicated logic. She insisted on seeing my name being specifically mentioned on the insurance document. She was either acting dumb or trying to peddle one of their travel insurance policies.
3. Repatriation clause nonsense - I had been warned previously about this, so I went prepared. Here’s the drill: you submit the travel insurance schedule. The VFS agents wants to see the fine print of the insurance policy, particularly the repatriation clause which states that repatriation expenses will be covered by the insurance. Why should I print out a bulky 60 page document to appease some VFS agent?
4. Long queues – I should admit that this has improved a bit over the years. They let people in and allot the tickets on a first come first get served basis. What’s the point of the appointment system then? I can book an appointment at 10:00, turn up at 8:30 and still get served!
5. Correct me if I am wrong, but they seem to think that they have the powers to approve or reject a visa. They need to realize that they are just the middlemen here. If there are any problems with my application, let the embassy contact me. Why should the VFS employees worry about the minutiae of my application?
6. Their website. It took me a zillion attempts to register as it was not happy with the password I had selected, despite my password meeting all their criteria. And a further few attempts to book an appoint as their website kept crashing. Why should I fill the whole visa form for booking a date for an appointment?

Wishnoo84

Its Schengen. And yes, I complained as well to embassy who promptly responded. Not doubting the intentions of embassy or the front line staff.
My Personal opinion is this as more of deliberately not disclosing that's it's optional.
By the way, I checked the application again. Don't think this is in the online application to select or deselect.

bod1467 wrote: »

Wrong board - should be on

Pollycat wrote: »

You've not mentioned what visa you applied for.

I'm not sure about other VFS websites but the one for Indian visas has a section (under 'contact us') for 'Customer feedback' and 'complaints'.
<<<Deleted links to allow this post>>>

It says that every VFS centre maintains a complaints register.

Did you ask to see this?

You say:


Again, I don't know about the visa you applied for but for an Indian one you complete the application online, print it off then send it or take it in person.

If you - during that application process - said you wanted SMS messages (possibly in error) and then changed your mind when you got to the VFS application centre, I can easily understand why they said it wasn't 'possible to change' at that point.

Pollycat

johnathan45 wrote: »

5. Correct me if I am wrong, but they seem to think that they have the powers to approve or reject a visa. They need to realize that they are just the middlemen here. If there are any problems with my application, let the embassy contact me. Why should the VFS employees worry about the minutiae of my application?

Well, I've never had to apply for a Schengen visa so can't comment on the part of VFS that you have used but the VFS website I've used (for Indian visas) says this;

Do the visa centers have anything to do with the actual visa decision?
No. None of the staff in the visa application centers have any authority or discretionary ability with regards to the visa decision. Our job is purely administrative in nature and we cannot influence or expedite any decision.

so it doesn't sound like they think they have the powers to 'approve or reject a visa'.

They seem pretty clear that they are 'just the middlemen'.

I'm not sure what the point would be of embassies out-sourcing visa applications to a 3rd party then the embassy concerned getting involved with an applicant to discuss 'minutiae' of any application.

Sounds like having a dog but barking yourself.

@ Wishnoo84:
so a totally different arm of VFS to that I've used.

If the SMS is not an option, what did the embassy say?
Are they going to get VFS to change their website to make it an option?

Wasn't there a 'contact' section on the VFS website so you could address your complaint direct to them?

Do you have a link to the VFS Schengen visa website?

Wishnoo84

Can't post links on this site as i am a newbie.

@Pollycat :
Think you misunderstood my complaint.
As said earlier, sms is optional.
The core issue is disclosure of these optional charges prior to requesting payment when submitting applications in person.