I need help my fiance went for his visa more then 3years ago and since then I track it all the time but last I see it is a invalid code so how us that possible can you people please investigate

We started in 2014 we have been send up and down Everton for 4months there was something mussing from our documents but they don't give you a list and say this is what you must have so eventually we got everything together and its more then 3years no reply no email nothing we been there in 2015 /2016 but we were send back because we must wait for the email the reason for that visa was to get married before my father and 2weeks ago my mother also died it is so sad and a persons can phone there is never answer whether you Cape Town or Pretoria I once report them to carte balance and they send me amail to ask how they can but there was never answer to my questions so we really desperate for help.Thanks Jennifer