VFS Global review: Refund me for a courier fee not used 3 months ago!

Why is VFS ignoring my request for a refund

I have attached correspondence below and vfs have not refunded me nor replied to any emails sent after the request

---------- Forwarded message ---------
From: Derek Rall
Date: Fri, 21 Nov 2025, 04:47
Subject: Fwd: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required
To: Payment

Good day,

Please advise when you will be paying the R277.00 courier fee that is overpaid to you. I have submitted documents several times and have no response.
Please acknowledge this email.

Thank you
Derek Rall
[protected]

---------- Forwarded message ---------
From: Derek Rall
Date: Wed, 05 Nov 2025, 12:37
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required
To: Payment , Info for Canada in South Africa

On Mon, 3 Nov 2025 at 12:05, Derek Rall wrote:
Good Day,

Please advise when payment will be made ?

Thank you
Derek Rall
[protected]

---------- Forwarded message ---------
From: Derek Rall
Date: Thu, 18 Sept 2025 at 10:10
Subject: Fwd: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional doc

Good Morning,

Please advise when the refund will be processed as attached ?

Thankyou
Derek Rall
[protected]

---------- Forwarded message ---------
From: Derek Rall
Date: Wed, 27 Aug 2025 at 09:28
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required
To: Payment

Good morning,

Attached please find the refund request as discussed.

Best regards
Derek

On Tue, 26 Aug 2025 at 08:37, Payment wrote:
Good Day

Thank you for your email. Average processing time is 5-7 working days.

As per our telephonic conversation you have confirmed that you will arrange your own courier to collect on your behalf once the passports are ready for collection. Please find the attached the attached refund form, complete it and send it back to us

Best Regards, N.I

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 13:07
To: Payment
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Ok, thank you.

Will you advise when the passports will be ready for collection ?

Best regards

Derek

On Fri, 22 Aug 2025 at 12:45, Payment wrote:

Please note that the courier is not mandatory ,you can organise your own courier or send someone to collect on your behalf. Please we chare per passport because we are responsible for each passport.

You are welcome to not use our courier.

Best Regards,

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 12:12
To: Payment
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Good Afternoon,

Thank you for the response but this not making sense (R1108.00 for a single courier to Durban) as we have all our passports together and they will be couriered together to the same address. This is also contrary to what a VFS representative in Pretoria told me so please can you escalate this to a Manager for a response?

Thank you

Derek Rall

On Fri, 22 Aug 2025 at 11:54, Payment wrote:

Dear Derek,

We apologies for the misunderstanding ,kindly note that in order to provide courier for the whole family you must pay the outstanding amount.

Proof of payment for return courier fee per person R277.00 overnight courier

Total outstanding is R831.

You may use the below banking details to complete any payments and forward all the requested documents on this trail email.

For payments done within South Africa

For payments done outside South Africa

(TELEGRAPHIC MONEY TRANSFER)

Bank Name

Nedbank

Bank Name

Standard Chartered

Account Name

VFS Visa Processing (SA) Pty. Ltd

Account Name

VFS Visa Processing (SA) Pty. Ltd

Account Number

[protected]

Account Number

[protected]

Branch Code

198765

Branch Code

730020

Swift Code

SCBLZAJJ

Best Regards,

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 11:38
To: Payment
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Good Morning,

Please note that I am the principal applicant representative (Derek Rall) for the Rall family. In the submitted forms each other passport holder has signed the form supplied by you that they acknowledge and authorise that I am doing the visa application on their behalf and hence only one person sends and receives all the passports. When we did the biometrics which was a single fee for all 4 biometrics in Pretoria VFS ,the lady confirmed and supplied only one courier form for all 4 passports as all the passports must be couriered together to me as the representative.

She also confirmed I need to only pay one courier fee for all 4 passports as I am the representative.

Please confirm if this is in order.

Thank you

Derek Rall

On Fri, 22 Aug 2025 at 09:41, Payment wrote:

Kindly note that courier fee is charged per passport.

Best Regards,

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 09:38
To: Payment
Subject: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Good morning,

The visa application was for a family of 4 and all passports are together for delivery to the same address. We were told only one payment of R277.00 is required to courier all family visa's together.

Proof of payment is with the documents couriered.

Thank you

Derek Rall

[protected]

On Fri, 22 Aug 2025 at 09:10, Payment wrote:

Dear Derek

Your documents have been received by the Canada visa application Centre in Pretoria on 22-08-2025

Please note you are required to provide the below documents in order for the Centre to forward your travel document to the Canadian High Commission for processing:

Proof of payment for return courier fee per person R277.00
Total outstanding to be paid is R831

You may use the below banking details to complete any payments and forward all the requested documents on this trail email.

For payments done within South Africa

For payments done outside South Africa

(TELEGRAPHIC MONEY TRANSFER)

Bank Name

Nedbank

Bank Name

Standard Chartered

Account Name

VFS Visa Processing (SA) Pty. Ltd

Account Name

VFS Visa Processing (SA) Pty. Ltd

Account Number

[protected]

Account Number

[protected]

Branch Code

198765

Branch Code

730020

Swift Code

SCBLZAJJ

Best Regards,GM-

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: MIGUEL FILIPE ZADIACO
Sent: 14 August 2025 14:03
To: Payment
Subject: [External]

#DoNotFallForFraud | To learn about some common scenarios that you must be aware of while applying for your visa, click here.

----------

This message contains information that may be privileged or confidential and is the property of the VFS Global Group. It is intended only for the person to whom it is addressed. Any unauthorised printing, copying, disclosure, distribution or use of this message or any part thereof is strictly forbidden. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. VFS Global Group has taken reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, we do not accept liability for any direct or indirect damage sustained as a result of software viruses and would advise that you conduct your own virus checks before opening any attachment. VFS Global Group does not guarantee the security of any information transmitted electronically and is not liable for the proper, timely and complete transmission thereof.

----------

#DoNotFallForFraud | To learn about some common scenarios that you must be aware of while applying for your visa, click here.

----------

This message contains information that may be privileged or confidential and is the property of the VFS Global Group. It is intended only for the person to whom it is addressed. Any unauthorised printing, copying, disclosure, distribution or use of this message or any part thereof is strictly forbidden. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. VFS Global Group has taken reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, we do not accept liability for any direct or indirect damage sustained as a result of software viruses and would advise that you conduct your own virus checks before opening any attachment. VFS Global Group does not guarantee the security of any information transmitted electronically and is not liable for the proper, timely and complete transmission thereof.

----------

#DoNotFallForFraud | To learn about some common scenarios that you must be aware of while applying for your visa, click here.

----------

This message contains information that may be privileged or confidential and is the property of the VFS Global Group. It is intended only for the person to whom it is addressed. Any unauthorised printing, copying, disclosure, distribution or use of this message or any part thereof is strictly forbidden. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. VFS Global Group has taken reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, we do not accept liability for any direct or indirect damage sustained as a result of software viruses and would advise that you conduct your own virus checks before opening any attachment. VFS Global Group does not guarantee the security of any information transmitted electronically and is not liable for the proper, timely and complete transmission thereof.

----------

#DoNotFallForFraud | To learn about some common scenarios that you must be aware of while applying for your visa, click here.

----------

This message contains information that may be privileged or confidential and is the property of the VFS Global Group. It is intended only for the person to whom it is addressed. Any unauthorised printing, copying, disclosure, distribution or use of this message or any part thereof is strictly forbidden. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. VFS Global Group has taken reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, we do not accept liability for any direct or indirect damage sustained as a result of software viruses and would advise that you conduct your own virus checks before opening any attachment. VFS Global Group does not guarantee the security of any information transmitted electronically and is not liable for the proper, timely and complete transmission thereof.

----------

#DoNotFallForFraud | To learn about some common scenarios that you must be aware of while applying for your visa, click here.

----------

This message contains information that may be privileged or confidential and is the property of the VFS Global Group. It is intended only for the person to whom it is addressed. Any unauthorised printing, copying, disclosure, distribution or use of this message or any part thereof is strictly forbidden. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. VFS Global Group has taken reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, we do not accept liability for any direct or indirect damage sustained as a result of software viruses and would advise that you conduct your own virus checks before opening any attachment. VFS Global Group does not guarantee the security of any information transmitted electronically and is not liable for the proper, timely and complete transmission thereof.

----------

#DoNotFallForFraud | To learn about some common scenarios that you must be aware of while applying for your visa, click here.
----------

This message contains information that may be privileged or confidential and is the property of the VFS Global Group. It is intended only for the person to whom it is addressed. Any unauthorised printing, copying, disclosure, distribution or use of this message or any part thereof is strictly forbidden. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. VFS Global Group has taken reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, we do not accept liability for any direct or indirect damage sustained as a result of software viruses and would advise that you conduct your own virus checks before opening any attachment. VFS Global Group does not guarantee the security of any information transmitted electronically and is not liable for the proper, timely and complete transmission thereof.

----------

Good Afternoon,

Attached is proof of payment and refund request dated 21/08/2025 .
Please advise the reason for the delay and when I will

---------- Forwarded message ---------
From: Derek Rall
Date: Fri, 21 Nov 2025, 04:47
Subject: Fwd: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required
To: Payment

Good day,

Please advise when you will be paying the R277.00 courier fee that is overpaid to you. I have submitted documents several times and have no response.
Please acknowledge this email.

Thank you
Derek Rall
[protected]

---------- Forwarded message ---------
From: Derek Rall
Date: Wed, 05 Nov 2025, 12:37
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required
To: Payment , Info for Canada in South Africa

On Mon, 3 Nov 2025 at 12:05, Derek Rall wrote:
Good Day,

Please advise when payment will be made ?

Thank you
Derek Rall
[protected]

---------- Forwarded message ---------
From: Derek Rall
Date: Thu, 18 Sept 2025 at 10:10
Subject: Fwd: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional doc

Good Morning,

Please advise when the refund will be processed as attached ?

Thankyou
Derek Rall
[protected]

---------- Forwarded message ---------
From: Derek Rall
Date: Wed, 27 Aug 2025 at 09:28
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required
To: Payment

Good morning,

Attached please find the refund request as discussed.

Best regards
Derek

On Tue, 26 Aug 2025 at 08:37, Payment wrote:
Good Day

Thank you for your email. Average processing time is 5-7 working days.

As per our telephonic conversation you have confirmed that you will arrange your own courier to collect on your behalf once the passports are ready for collection. Please find the attached the attached refund form, complete it and send it back to us

Best Regards, N.I

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 13:07
To: Payment
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Ok, thank you.

Will you advise when the passports will be ready for collection ?

Best regards

Derek

On Fri, 22 Aug 2025 at 12:45, Payment wrote:

Please note that the courier is not mandatory ,you can organise your own courier or send someone to collect on your behalf. Please we chare per passport because we are responsible for each passport.

You are welcome to not use our courier.

Best Regards,

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 12:12
To: Payment
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Good Afternoon,

Thank you for the response but this not making sense (R1108.00 for a single courier to Durban) as we have all our passports together and they will be couriered together to the same address. This is also contrary to what a VFS representative in Pretoria told me so please can you escalate this to a Manager for a response?

Thank you

Derek Rall

On Fri, 22 Aug 2025 at 11:54, Payment wrote:

Dear Derek,

We apologies for the misunderstanding ,kindly note that in order to provide courier for the whole family you must pay the outstanding amount.

Proof of payment for return courier fee per person R277.00 overnight courier

Total outstanding is R831.

You may use the below banking details to complete any payments and forward all the requested documents on this trail email.

For payments done within South Africa

For payments done outside South Africa

(TELEGRAPHIC MONEY TRANSFER)

Bank Name

Nedbank

Bank Name

Standard Chartered

Account Name

VFS Visa Processing (SA) Pty. Ltd

Account Name

VFS Visa Processing (SA) Pty. Ltd

Account Number

[protected]

Account Number

[protected]

Branch Code

198765

Branch Code

730020

Swift Code

SCBLZAJJ

Best Regards,

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 11:38
To: Payment
Subject: Re: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Good Morning,

Please note that I am the principal applicant representative (Derek Rall) for the Rall family. In the submitted forms each other passport holder has signed the form supplied by you that they acknowledge and authorise that I am doing the visa application on their behalf and hence only one person sends and receives all the passports. When we did the biometrics which was a single fee for all 4 biometrics in Pretoria VFS ,the lady confirmed and supplied only one courier form for all 4 passports as all the passports must be couriered together to me as the representative.

She also confirmed I need to only pay one courier fee for all 4 passports as I am the representative.

Please confirm if this is in order.

Thank you

Derek Rall

On Fri, 22 Aug 2025 at 09:41, Payment wrote:

Kindly note that courier fee is charged per passport.

Best Regards,

----------

Canada Visa Application Centre – Pretoria

----------

VFS GLOBAL

EST. 2001 | Partnering Governments. Providing Solutions.

Brooklyn Pavilion, 316 Tram Street, Nieuw Muckleneuk, Pretoria, 0181.

payment.[protected]@vfshelpline.com | www.vfsglobal.com

From: Derek Rall
Sent: 22 August 2025 09:38
To: Payment
Subject: [External] Re: Canada Visa Application – V404075443-v404075444-v404075446-v404075445– Additional documents required

Good morning,

The visa application was for a family of 4 and all passports are together for delivery to the same address. We were told only one payment of R277.00 is required to courier all family visa's together.

Proof of payment is with the documents couriered.

Thank you

Derek Rall

[protected]

On Fri, 22 Aug 2025 at 09:10, Payment wrote:

Dear Derek

Your documents have been received by the Canada visa application Centre in Pretoria on 22-08-2025

Please note you are required to provide the below documents in order for the Centre to forward your travel document to the Canadian High Commission for processing:

Proof of payment for return courier fee per person R277.00
Total outstanding to be paid

----------

Good Afternoon,

Attached is proof of payment and refund request dated 21/08/2025 .
Please advise the reason for the delay and when I will receive payment from you.

Thank you
Derek Rall
[protected] payment from you.

Thank you
Derek Rall
[protected]