I am waiting a month now for a response from them regarding a visa botch up that cost me almost R30k after having queried how the visa was going to work with one of their agents

I am waiting a month now for a response from them regarding a visa botch up that cost me almost R30k after having queried how the visa was going to work with one of their agents. It was nasty experience that travelers should be aware of and the least I expect is a response from them and I want that many back as I am now in a financial crisis.