Poor service Carla's Au pair

Good day, my daughter chose to use Carla's Au pair last year August. In the beginning there was always feedback and meetings now the communication is very poor. She did switch from going to America to the Netherlands instead so I understand this would slow the process a bit. We are already at the end of March and still haven't even had an interview with a family. She has started reaching out to other girls that are using them.and has recently found out that maybe over 21's are matched sooner. She is 20 and was never been told anything about this. She was really excited but now losing hope as she was hoping to be in the Netherlands by now. Alot of money has gone into this process and I feel they haven't provided the service they are supposed to and the money paid is not refundable, the bulk is towards the flights so I can't understand why we can't get that back since she hasn't booked a ticket, If she decides to leave this agency.