BLS has put my visa processing on hold

BLS has put my visa processing on hold because their backend system was not reflecting the appointment fee I paid via their website! It's amazing how come their system confirmed my appointment without taking the fees?!!!

So they asked me to pay the appointment fees again. When I asked them about refunding the previous payment I made for the appointment, they suggested to call their customer support and explain my situation and request a refund! They are making me do all this for a problem of their own making! They have already wasted 2 days keeping the visa processing on hold. It will eventually delay my travel plans...

I just wish I never app**** via BLS and went with VFS instead! They have always been a lot professional. Now, all I hope I get my passport back given the kind of messed up group of people I'm dealing with.