Tlscontact Recensioni 12.712

Guten Tag TLS,
Damit Sie die nachfolgenden Ausführungen auch deuten können, kurz zu uns:
Vor über 20 Jahren habe ich, Dr. Wolfgang Ammon den damals 14-Jährigen blinden Marokkaner, Driss Ferdou in seinem Dorf Ait Ouarzag kennengelernt. Ich habe für ihn damals ein Schengen Visum innerhalb eines Tages erhalten und konnte ihn zu einem Augenarzt, Herrn Dr. Am Ende nach Deutschland bringen. Die OP konnte nicht durchgeführt werden, da diese Augenkrankheit nicht heilbar ist. Wir befreundeten uns und erhielten aller Jahre OHNE PROBLEM je ein Schengen Visum. Wir im Januar des Jahres 2025 ein neues Schengen Visum bei der Deutschen Botschaft in Rabat und deren beauftragte Firma TLScontact gestellt. Wir hatten zu diesem Visumantrag oft Fragen, die wir per Telefonkontakt bzw. per E-Mail-Kontakt gestellt haben. Sage und schreibe 37 Kontaktversuche mit der Deutschen Botschaft und der Firma TLS Contact führten zu keinem Ergebnis, weil die Anfrageversuche alle nicht beantwortet wurden, sie wurden ignoriert. Wir haben an die Kontaktadresse der Mitarbeiterin der Deutschen Botschaft daraufhin eine umfangreiche E-Mail gesendet. Auch darauf gab es keinerlei Antwort.
Eine Ablehnung des Schengen Visums für den Driss Ferdou folgte im November des Jahres 2025 mit der Begründung, wir hätten zu wenig Geld, um diese Reise durchzuführen. Herr Dr. Wolfgang Ammon hat auf Grund dieser für uns unhaltbaren Zustände eine Rezession für die Firma TLS geschrieben. Auf diese Rezession wurde von der Firma TLScontact wie folgt geantwortet: (ich habe diese Antwort nachfolgend in Deutsch übersetzt & ich habe diese gekürzt wiedergegeben):
vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihr detailliertes Feedback mitzuteilen. Es tut uns sehr leid, von den Schwierigkeiten zu hören, auf die Sie gestoßen sind, und wir verstehen, wie frustrierend diese Erfahrung für Sie beide gewesen sein muss.
Nach Überprüfung unseres Systems konnten wir leider keine aktuellen Unterlagen in Bezug auf Ihre Bewerbung unter dem Namen des Antragstellers finden. Ohne diese Angaben können wir die bereitgestellten Informationen nicht überprüfen oder die Angelegenheit weiter untersuchen.
Um Ihnen so schnell wie möglich zu helfen, bitten wir Sie, Ihre Beschwerde über unsere Kundenservice-Plattform über den folgenden Link einzureichen:
🔗 (den link darf ich nicht nennen, leider)
Wir haben auf diese Antwort eine 8-seitige Antwort an TLS Contact an die E-Mail-Anschrift gesendet: (die E-Mail Anschrift darf ich leider nicht nennen). Die Antwort auf unser Schreiben an TLScontact blieb erwartungsgemäß aus und wir versuchten mittels Telefonanrufes mit der Telefonnummer 00212 5 30106530 zu klären, ob unser E-Mail bei TLScontact angekommen sei.
Wir haben insgesamt 4 x unter dieser Nummer angerufen und folgende Antworten erhalten:
1. Anruf: „wir bekommen soviel E-Mails, da müssen sie warten, bis sie dran sind“
2. Wir haben am2.4.2026 diese E-Mail erneut gesendet
3. Anruf: „Wir melden uns um 16.30 selbstständig bei ihnen“. Wir haben dann 16 Uhr dort angerufen und die Antwort bekommen „Sie rufen außerhalb unserer Öffnungszeiten an“
4. Anruf am 3.4.2026: Antwort:“ der Reisepass ist nicht auffindbar – die E-Mail, ist nicht auffindbar“
5. Anruf am 7.4.2026 Antwort“ auf E-Mails wird nicht geantwortet“.
Wir haben daraufhin erneut im Januar 2026 einen Antrag auf ein Schengen Visum für den Driss Ferdou gestellt. Wir haben nun Anfang April an die deutsche Botschaft in Rabat wieder kontakt aufgenommen und diesmal wahrlich eine Antwort erhalten:
Die deutsche Botschaft in Rabat teilte uns mit, dass die Unterlagen von Driss Ferdou nicht auffindbar sind und wir die erforderlichen Informationen liefern sollen. Daraufhin habe ich die Antwort der Firma TLScontact, dass die Unterlagen von Driss Ferdou erfolgreich bei TLScontact eingegangen sind, an die deutsche Botschaft in Rabat gesendet. In der Zwischenzeit habe ich, Wolfgang Ammon pflichtgemäß mich um die Verlängerungen der Krankenversicherung und die Verpflichtungserklärung gekümmert.
Wir fordern die deutsche Botschaft in Rabat in unserem 8-seitigen Begründungsschreiben auf, dem Driss Ferdou ein gültige Schengen Visum zu übergeben. Wir Haben den Nachweis erbracht, dass wir genügend Geld zur Verfügung haben, um eine Absicherung der Reisen in das Schengen Gebiet für den Driss Ferdou zu ermöglichen. Wir habe dazu 2 Kontoauszüge von den beiden Konten des Herrn Dr. Wolfgang Ammon gesendet. Bisher haben wir auf diese Antwortmail keine Antwort bekommen. Deshalb vergeben wir nur 1 Punkt in unserer Rezession für die Firma TLScontact. Viele Grüße von Dr. Wolfgang Ammon und Driss Ferdou aus Ait Ouarzag in Marokko

Je suis contente du service TLS contact Marrakech sont à l écoute qu'on appelle et toujours en communication en ligne et on mail pour communiquer toutes les étapes du dossier de demande de visa et pour les prise de RDV aussi des email envoyé pour rappeler le Rdv c'est super merci beaucoup TLS contact Marrakech vous faites une bonne communication avec le client bonne continuation.

Genuinely a great experience from the front door to the exit EXCEPT that the guy that proceeded our group application payment tainted the experience. We were called and he started processing what he needed to and then gave us the total. We asked to do a separate payment and his response was that WE should have told him that from the beginning. There was no offer to change what he had already processed to suit the request. Just a need for one of us to make the full payment and sort it out between ourselves.

The expectation that we as the customer, who have no knowledge about how their processes work, should have known to make this request upfront before he started doing what he needed to do, is completely unrealistic.

I recently used TLScontact services and would first like to acknowledge several positive aspects.
The staff was professional, the premises were clean, and the overall organization of the center appeared structured and efficient.
I would, however, like to seek clarification regarding a specific procedural point.
When submitting an initial visa application, a receipt or confirmation is automatically issued, allowing applicants to retain clear proof of the documents submitted.
In contrast, during a subsequent submission of additional documents (in my case, through an authorized representative), no receipt or confirmation was provided, and it appeared that no formal acknowledgment mechanism was available at that stage.
This raises an important question: does TLScontact provide any system-based traceability or acknowledgment for additional documents submitted after the initial application?
If such a mechanism does not exist, could you clarify how applicants are expected to demonstrate that these documents have been effectively submitted and received, particularly when they are requested within strict deadlines?
More broadly, should applicants understand that, unlike the initial application, submissions of additional documents are not systematically recorded in a way that allows independent verification?
Thank you in advance for your clarification.

After traveling all the way to Cairo and getting confirmation via phone that I booked the correct option to legalize they told me it’s incorrect and I have to book “legalization” via the website, and there’s always a technical issue. When I called customer service again they told me to book anything other than legalization and upon arrival they can change it which is untrue and they refused to send a confirmation email.

Lady working on desk 1 Wednesday 1st of April 13:30 i don’t know whats her name but she was so professional, nice and kind
Thanks

Wir sprechen hier jetzt über TLS Contact Egypt.

Unübersichtliche Website. Kein Direkter Log in möglich. Man muss immer wieder viele Schritte gehen.
Es ist nicht klar einsehbar wann frei Termine reingestellt werden.
Die Termine sind unverhältnismäßig teuer. Es gibt Premium Termine zu besonderen Zeiten. Die werden uns aber nirgendwo angezeigt.

Visa Agenturen mit Systemen, die stetig die Termine checken und dann sofort buchen, klauen normalen Nutzern die Termine weg. Das wird zugelassen.

Der Bruder von meinem Freund wurde falsch beraten was seine Unterlagen angeht. Ihm fehlten Dokumente und anstatt, dass man ihm einen weiteren Termin gegeben hat, hat man ihm gesagt, dass man es einfach so versuche. Auch ein persönlichen Brief mit der Erklärung warum diese Dokumente fehlen, wollten sie nicht annehmen und mitsenden, obwohl sie das eigenlich müssen. Natürlich wurde sein Visumsantrag abgewiesen. Über 140€ für nichts.
Nun suchen wir täglich auf der Seite nach einem neuen Termin. Per eMail wird sich dem Problem seitens TLS Contact nicht angenommen.
Der nächste freie Termin ist nun erst in 2,5 Monaten.
Unmöglich wie dort mit so einem Fehlverhalten der Mitarbeiter Richtung Kunde umgegangen wird,

The experience was very smooth and easy, the whole visit took about 20 to 25 min

I booked an biometric appointment and paid for the service. After booking, I received a email after around 8 hours saying that my appointment is cancelled. I have not done and cancellation or reschedule. I am surprised that my booking can be canceled by system without reasons. And now, the available slots are very late. There is no hotline or online chat for handling. There is only a contact page that say would reply within 10 days which has already passed my booking time. The system seems to have problem and the service level is unacceptable.

I booked a Biometrics application via TLS web site with add on scanning service. I paid and received the confirmation email. Next day, I tried to find another locations with different timing. After few searching at the web site, the web site blocked my account for further viewing and I found that my original booking was cancelled without my authority. The web site didn't inform me that my booking was cancelled and only email notification was issued to me!!! There is no on-line chart and no telephone no was given for enquiry!!! There is only a "contact us" message box that TLS promise they will contact me within 10 days!!! For FAQ, it stated that refund could only be arranged if I message them in the "contact us" message box. TLS cancelled my booking and I have to ask for refund and wait for their approval? The service level is unacceptable.

The staff members very friendly and helpful, So greatful and I appreciated them.

Elham from TLS Manchester was amazing and helped me through the process very professionally and was extremely friendly

I have now received my refund—thank you.

I have updated my 1-star review to 3 stars. However, I did not increase it to 5 stars for the following reasons:

- I understand that system errors can happen in any organisation. However, the system error affected both my booking and payment, and no one from your Euston office noticed. Even after I made them aware of the issue, no action was taken to help me obtain my refund. Instead, I was directed to a web form, and ultimately received an email stating that my biometrics appointment had been completed successfully and therefore no refund would be issued
even though I clearly explained that I had paid twice but only received the service once.

- I only received my refund after posting a negative review here. The lack of a phone number or direct customer service email on your website makes communication with your company very difficult.

I have been unable to book an appointment for my newborn. I keep getting error 500. I have even sent an email via the ‘contact us’ link. But no response. This is frustrating and depressing as this delays my newborn visa status here in the uk. There is no telephone number to reach out to and unfortunately no TLS contact centre in the city where i reside. The closest to me is the center in leeds.

Worst customer service experience with TLS US. My Appointment got cancelled because of lack of paperwork but even after multiple followup they did not return the Picture and courier fee that they charge upfront. Worst customer service and they are very rude with customers.

fast
professional
well organised

I applied for a French visa and was fortunate to secure an appointment. However, I realised I had made a mistake on the visa form. I contacted customer service and was told I needed to cancel my appointment because the details couldn’t be amended—even though the error was minor and not related to my passport or personal information.
Following this advice, I cancelled and lost £100. I then submitted a new application and tried to book another TLS appointment, only to find my account was still linked to the old visa reference number.
I called again and was told the account would be updated within 48 hours so I could edit the details. I waited—nothing changed. On the next call, I was told to create a new account with a different email and submit a new visa application. I did that, but the system flagged that I already had an existing account linked to my passport number.
I called again and was then told that using a new email wouldn’t work and I needed to wait another 48 hours. I waited—again, no change. On a later call, I was told there is actually a £15 service at the TLS office to amend mistakes on the visa form.
This was extremely frustrating, as I could have kept my original appointment and resolved everything on the day. It has now been 8 working days, and my account is still completely locked. I cannot book an appointment, even using the original reference number, despite paying for the amendment service.
I have spoken to customer service every day for the past 8 days. Each time I am told it will take 48 hours and that the issue has been escalated. One advisor even guaranteed 100% that my account would be fixed within an hour and promised to call me back. That never happened.
Overall, this is one of the most disorganised services I have ever dealt with. The staff appear poorly trained (not their fault, I must add), communication is extremely poor, and there is no consistency in the information provided. It feels like advisors are simply reading from scripts without understanding or being able to handle more complex situations.
The bigger issue seems to be management. The service feels like a highly lucrative operation at the top, while relying on low-skilled customer service staff who are not properly equipped to deal with real issues. As a result, customers are given incorrect advice, sent in circles, and end up losing money due to a system that requires pre-booked appointments.
All I wanted was clear and honest information about the situation—even if that meant being told to wait three weeks for my account to be unlocked. At least then I would know where I stand.

I found the integration between the Belgian online visa service and TLS to be extremely poor. I am a highly competent computer user, yet I still found the process unnecessarily difficult and confusing.

The process also raises serious privacy concerns. In a time when secure online submission is standard, it is unreasonable that documents cannot simply be uploaded electronically and instead must be printed and handled manually. What made this worse is that at no stage was I clearly informed that I needed to print anything before attending my appointment. As a result, I arrived at the centre only to be required to use a public computer at the office, which I consider to be a significant privacy issue.

I would like to note that the staff at the centre were excellent and helpful throughout. However, they are clearly being forced to work with an outdated and inefficient system. They even had to re-populate information that I had already entered online because my reference apparently used “the old form.”

Overall, the process felt disorganised, outdated, and unprofessional. I now have to return to the TLS office in Centurion, which is a one-hour drive for me, simply because I am unable to upload my information properly. To add to the frustration, the form does not even list the Centurion office as an option.

In its current state, the process is inefficient, privacy-invasive, and far below the standard one would expect from a modern visa application system.