Fresh Start Law inability to perform

We submitted documents for emigration in March 2020..the aforementioned company were paid upfront to arrange police clearances and relevant certificates for translation and apostille at Dirco. They inform you clearly that you will receive personal attention as well as continual progress updates. To date 10/2020 absolutely nothing has transpired,we are unable to contact anybody via mail or phone. My delemore is my son is in Portugal, now *******ly due to this delay. We are unable to apply for visas without certificates, our life has been effected worse by this than the virus. I just want anybody needing their assistance to understand precisely how useless they actually are. Please don't consider using them...I can be contacted on *** if you'd like further info.