Refund of Money

My passport is expiring in June 2015, i have app**** for passport re-issue and got my new passport in Feb 2015. I am currently pregnant, so need to add my spouse name in the passport. I did not have marriage certificate when i app**** for re-issue. After getting the needed documents, i spoke to call centre and asked for the process to add spouse name. They told me i can again apply for 'Re-issue of passport' to add the spouse name. I made the payment of ZAR 953 and went to BLS to submit the documents. An official 'Talia' said, it cannot be done, i need to go to embassy for spouse name endor*****t. She also said that the amount can be refunded, once i explain this case to BLS in email. When i mailed to BLS, they said as per company policy it cannot be refunded, still they will forward this case to the management. Its been more than 10 days, i didn't get any response from them. When i send any mail, i am not getting any reply. As per the call centre official's guidance i have made the payment,there is no one i can escalate this too.I am pregnant and undergoing lot of stress due to the wrong information provided by the call centre and my money is at stake.