My complaint:
The applicant made an UK visa application on 26.11.22. They were told by email the VFS website to pay visa fees at the VFS Sylhet office in cash (which has been the norm for many years). Whilst applicant could pay the UK NHS and UKVI visa fees online, this fee could only be paid at the local VFS office, no option given to pay online. The VFS official appointment letter with barcode also stated the amount to pay at VAC (visa application centre). When applicant attended appointment, she was told they no longer take cash and needed to have paid digitally beforehand. VFS website says From 28 Nov 22 all new applications will move to an online payment process. This application was made before 28th Nov (ie on 26th Nov), there was no option to pay online, and applicant’s actual appointment letter said pay at the Centre. Applicant cannot now pay online as there is no mechanism for it, she cannot make another appointment. VFS Sylhet office error has ruined her visa application, she has already paid over £3500.00 GBP in fees. Have made compliant to VFS and also tweeted them, no response.
VFS need to correct this error immediately by giving the applicant an urgent new appointment and either accept the cash payment for their fees, or provide her the option to pay online or by card.
Suggested solution:
VFS need to correct this error immediately by giving the applicant an urgent new appointment at VFS Sylhet and either accept the cash payment for their fees, or provide her the option to pay online or by card. Her application documents will also risk becoming out of date.
