WORST SERVICE EVER!! Don’t even try use it

First time using their services and I am not impressed. Also their app/website is not user friendly. As I made a few mistakes on my ARV form but couldn’t amend them on website. I therefore had to email correct documents, which I did on the 15th December 2021. I got response confirming that They received them. Then I did a follow up on the 3rd of Jan 2022 as I didn’t receive my disc. Consultant admitted to them missing the email I sent on the 15th, told me I will receive my disc after two weeks . It’s the 18th I did another follow up and the consultant I spoke to advised that I will receive my disc around the 26th of Jan. Hours later today I get an email stating I need to pay extra fees due to penalties. Had I not followed up myself when were they going to inform me of this and I feel these penalties probably accumulated during the time they were relaxing and not dealing with my application as the consultant I spoke to earlier said they only uploaded my documents on the 10th, that’s exactly a week later after one of them **** and said my application will be processed. I am annoyed and I don’t recommend their services VERY *********** AND CAUSING A MAJOR INCONVENIENCE FOR ME. Why are we even charged for admin fees if they struggle to do their job. Also it’s their turn around time for them to process things that I don’t understand and don’t get. Why must it take you 24 hours to do something or 5 working days to process an application for a new disc? Don’t they take into consideration all these penalties that accumulate while they are busy with their “turn around” time?! I am ANGRY, I REGRET USING THEIR SERVICES!!