Rasaki Raji, a researcher in Lagos, has narrated how VFS Global, a technological company for diplomatic missions, left him without hope after he requested a refund of his N20,000.

He told FIJ he found himself in the company’s web in May 2022, when he applied for the VFS Global interview.

According to Raji, when he tried to pay for the service through a payment gateway provided by VFS Global, it was unsuccessful on several occasions.

“I later realised that among the failed transactions, VFS Global had deducted my money twice. The following day, I complained to the centre via email,” Raji told FIJ.

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The researcher said the company asked him to explain how the double deductions came to be, which he did.

The company replied to his email and assured him he would be refunded in 30 working days after they had done their background check to find out what had happened.

“After their first email, I kept reminding them of the issue. In November, when I got nothing from them, I reminded them again. But whenever I reminded them, they would tell me they were on top of the situation. So, I got fed up,” he explained.

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To be on the safe side, Raji said, he visited Guaranty Trust Bank (GTB) to find out what he could do about the transaction, but his bank told him they had sent a memo to the receiving bank to refund the money.

“On Thursday, someone from VFS Global called me and asked me to detail the issue to him. This is what they do – tell me to recount what happened. I just need my N20,000 back,” Raji added.

When FIJ contacted VFS Global via their email address, they promised to get in touch within 48 hours after their automated response, but almost 72 hours later, no one from the firm had contacted this reporter.

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VFS GLOBAL VIOLATES ITS POLICY

After reviewing the company’s refund policy, FIJ found out that a refund ought to have been processed within 15 working days after a decision on the dispute.

“Within seven (7) working days following the receipt of any additional information requested by us (or where no further information is requested, five (5) working days from receipt of your refund request form), we shall notify you by e-mail of the decision on whether you are eligible for a refund or not,” the policy reads.

“Refunds of service fees will be processed within fifteen (15) working days from the date of notifying you of the decision.”