British passport application

Hi Everybody I am having a very bad time with an online company that says they can help you apply for renewing your British passports here in South Africa. They are IAM (Immigration and Migration). I paid for my british passport on the May 29th 2019 and have not been able to get hold of them since - i dont get feedback on my questions or support that i log and cannot get through to the London number to find out what is happening. If this company is ******** they have ****** me of GPB 350. Is anybody else having the same problem? Best regards Madelein