AGENT ASSISTANCE NEEDEF

I am very disappointed with the service I am not getting. I have been calling and sending emails and no one is helping me. I app**** and paid for passport and amount of R600. The payment went through but did not reflect and I was told a payment allocation will be done. I waited for a month for that to be done everytime I did a follow up I was told it will be escalated. Kept calling using my airtime and some times the call would cut off while I am told to hold. I was then advised by one of the agents to send an email to request for a refund form as my application expired and funds can't be allocated. I sent the email to request for the form on the 24th Jan and today its the 6th Feb and still no feedback