Failing communication and empty promises

My wife and I app**** to move to Australia about 2 years ago. We started the process and paid the initial amount of R28 000. Our situation however has changed considerably the past year or two and we have decided to withdraw our application. Our family (the main motivation for our initial decision) has moved in one instance and in another is in the process of immigrating to the UK. Furthermore I received a substantial promotion from my employer and our second child was born 10 weeks ago. Another big factor was my out parents we would have to leave behind.

We called NWI on the 30 of August and inquired about a refund as non of the tests and assessments the funds go to, have been done yet. I was given a email of a person to whom I must state my case. This I did with the understanding that inquiries could take up to 10 days. After 15 days I called again, I couldn't reach someone that can help me. I phoned back the very next day and finally reached the right person. I was informed that the email address I used was an old address that's no longer in use (and I wasted more two weeks of waiting).

I stated my case again, this time with the correct email address (or so I thought) only to call back later to confirm if the mail went through. It didn't.

I was asked for my own email so that the person can send me a test email. I rep**** on the test mail and stated my case a third time. I received a quick response thanking me and committing to get back to me the following Monday before the close of business. I received NO response. I have send two emails (to the correct address) since...nothing! No response....not even a automated response confirming that my email was accepted.

Funny how communication never ever broke down, nor did I ever wait for a response before I payed...It seems that this company doesn't really care at all.