Poor customer service and work ethic

If I could give less than 1 star I would. This company came highly recommended to me by my daughter-in-law. I required an unabridged marriage certificate to support my daughter's Schengen visa application. I made the mistake we often make - and assumed that paying a service provider would be quicker and more painless than going to Home Affairs. Definitely NOT the case. I paid the required fee and couriered the documents - it was a full 9 days before anyone contacted me (I assumed that the company had already started working on my request - uh uh!!). Elle was non-responsive to start with and then pushed back on what was required for me to address this request (she claimed that my husband and I would need a letter of impediment before we could request an abridged marriage certificate - they could help me with this - for an additional cost!). I was not keen to part with more money given my experience to date. My husband went to Home Affairs in Edenvale and within 20 minutes at a total cost of R75 procured 2 copies of an abridged certificate with no letter of ipmediment required and made the application for the unabridged certificate which we can collect in three months. The Embassy required proof of application which I have. I contacted Elle and cancelled my application and requested a refund of the monies paid less the admin fee they claim. I was given the runaround and told a story about her sister getting married in Paarl and how this was impacting her responsiveness - frankly I am the customer and none of this is my issue. After pursuing the matter for a third time and threatening legal action - I was reimbursed the monies paid less the admin fee. Easiest money they ever made and to my mind - they should have refunded the admin fee in good faith. A full 6 weeks later I received an email from her partner asking if I needed help still ! My advice to anyone - try Home Affairs yourselves first - you may be surprised and really we should expect and demand the service from Home Affairs and not pay through our eye teeth for an intermediate company who must have some preferential deal going to expedite matters - not in the collective best interests. Would not recommend.