My son applied for UK student visa from VFS KL taking their Gold service. Almost a month now. No updates from VFS at all. It seems there is no way to get in touch with VFS customer service as well. When we tried the VFS web form, they only direct us to UKVI which confirms that the decision is made already. I have no idea why it is taking so long even after UKVI processed it.
However, based on my own previous experience with VFS Dubai and other people's experience with VFS, I can assert that most of these positive reviews on Trustpilot are perhaps paid ones. VFS cares about lobbying the embassies to get businesses more, and they seldom care about customers who pay them. This VFS monopoly must end. Those who are posting here, please also post on Trustpilot as VFS claimed their account at Trustpilot but not here. Everytime there is a genuine post, you will see a few paid positive posts appears there immediately.
I wish some investigative journalist take the case and broadcast a comprehensive documentary about the VFS monopoly. Some former employees voiced out their frustrations with mismanagement here and there. Customers also wrote about their experience all over the Internet.
Trustpilot reviews are monitored by VFS actively and an army of paid people are active here to help VFS boosting its ratings. The true customer experience is a bleak one. I like the genuine reviews here at Sitejabber. Thank you