Home Affairs

I app**** for a passport went for i presented myself at the Eshowe branch completed the whole procedure then went back home.. as I was doing a follow up on the processing of my passport to check whether it has arrived i was told I never completed the whole process how ? When making payments is the last step.. but im now told I didn't take and pictures and I didn't do my biometrics, been asking for a refund but they won't Give me my money back they don't respond to my emails anymore.