To Whom It May Concern
*The Supply Of Goods And Services Act 1982.
I entered into an contract with Global Visa’s in February of for the said party to act as agent on my behalf for my application, acceptance or non acceptance of a spousal visa (309) to Australia.
I paid in full by visa debit card on the 3rd February the sum of £1260.00p.
I completed all requirements for the application in May and was informed by... that I would have to wait up to 6months for a reply.
I was pleased with this and waited the required time.
The problems started after the 10th October when I emailed... enquiring after my application. I was informed that unfortunately there had not been a reply from The Australian High Commission and I was likely to hear by the end of October.
I continued to wait as advised by my agent.
In November my husband expressed his concerns at the amount of time we were waiting as other persons who had applied for there visas around the same time as myself had all ready got a reply. Hearing my husbands concerns I decided to chase it up and spent a day making phone calls and leaving messages with various receptionists.
At this time I requested specifically to speak with... and was informed by the receptionist that... had in fact left and was no longer with the company.
I was shocked at this news as no one had informed me. After several hours and still no phone call I called back again and spoke to... who I relayed my fears to and was reassured that although Ashley wasn’t there my case was being dealt with.
A day later I had to call again as still no one had replied to any emails or phone messages.
I felt like my attempts at contact was being ignored. I was angry and asked to speak to a manager and was introduced to... who personally reassured me and said he would deal with my case personally. He also said due to the time waiting he would send an email to AHC in London stating emotional distress to try to help my visa along (no proff of this was sent to myself). He also promised to call me at the end of each month with an update of my case even if it was no reply.
I was happy at least I felt no longer ignored and I continued to wait.
November passed, and into December in the middle of Dec I was informed by a friend online that her spousal visa had been accepted in the nov and she applied 3 months AFTER me for exactly the same visa it was then I felt that thing was wrong.
... called me at the end of Dec as agreed and informed me there was still no reply and it could be up to another 6months wait as there was a back logg, I was gutted at this news but again reassured by... I thought he knows best ill continue to wait. My husband was not happy with this answer so he phoned AHC in Australia with my details and they informed him that all was good and clear. Which didn’t make any sense. They then advised my husband to get me to call the AHC in London to find out what was going on.
I waited a while and in Jan called global visas and spoke to a lovely lady asking her who my case officer was so I knew who to contact AHC in London. She couldn’t give me an answer as she couldn’t find anywhere in my case file the name of my case officer, but said shed look into it and call me back to let me know and guess what no call. I had to call again the next day as I needed the information left a message for someone to contact me with the receptionist.
No one did again.By this time I am really worried as all information I am receiving is not adding up.
I phoned AHC in London and spoke to a lovely man. I explained the situation and all the problems I had been having he said he would look into it.
He did and promptly called me back to inform me of the following…
My visa had been accepted and confirmed on the 1st September and that all relevant documents, confirmation had been sent to... as she was my agent acting on my behalf. As far as he was concerned all was good in the visa acceptance. He informed me that there was deffinatly something wrong and was I aware that I only had till the 21st of March to trigger my visa. I broke down in tears as this left me 6 weeks to do this. I asked could he send me the visa confirmation. He said he could not send this information to me because legally it was... who was recipient. There are no words for my emotional shock.
After a while to calm down I tried to contact global visas having left a message again. I received a call from... and a discussion was had, the conclusion being that Arhum requested 1 week to investigate into what had happened of which I agreed and he promised to call me back on Friday 27th January.
With all the information he had gathered, so again I waited.
On Friday 27th Jan by 1.30pm after waiting a week, I had still not received a phone call and I had to phone global visas to find out what was going on I left a message and was called back at 2.12pm. I was informed by... that he had spoken to the relevant persons and checked email and that nothing had been received by persons or by email and that was all that was done. (this took a week?) At this point things got heated between myself and... as there was nothing else done in the investigation and he kept blaming the AHC in London for not sending the information but had not bothered to contact them as part of the investigation of which I could not understand why?
After much debate and anger on both parties he said he would phone the AHC in London. I gave him the contact details and the name of the person I spoke to, he took them and promised to call me back when he had spoken to them and guess what he didn’t. The problem now lies with the following..
According to and under the supply of goods and services act of 1982
The service from Global Visas and... has NOT been carried out with reasonable service and skill. This results in emotional distress and extra literal costs.
... is aware I can not trigger my visa without this paperwork
on top of that TIME IS OF THE ESSANCE. I have only 6 week to fly to Australia.
I have now incurred the cost of an extra flight that I would not have had to pay for after searching online this is going to cost me anywhere between £800 and £900
If I am lucky due to short notice.
In addition to this…. costs of phones calls, Time due to emails and chasing, calls on my husbands phone to the AHC in Australia, printing costs, emotional stress and doing the agents job for them which I paid them to do.
A complaint has been lodged with the Dept of Fair Trading, OISC and with M.A.R.A.
Again time is of the essence here I will wait till…
WEDNESDAY the 1st February to receive a reply in writing by recorded delivery, with a fair and reasonable offer of refund and compensation with all necessary paperwork so I can trigger my visa.
Yours
Clare Gough
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