Jeckyl and Hyde service

When I app**** for my visa, TLS Contact, although ridiculously expensive (Over R3000} evrything was handled brilliantly and efficiently. However, when I went to collect my Visa, I was sorely dissappointed. I was third in line with two assistants at the counter. However, the one assistant just walked out to take lunch. Th eother counter had a courier who was collecting about 15 Visas. This caused a wait for over an hour despite there being elderly people waiting in line. After an hour there was no more room in the in the office and people were even lining up outside the office. This lack of service is unacceptable, given the exhorbant cost involved and no meaures are in place for some of the elderly who cannot stand for over an hour. Highly disappointing. The phone numbers are inoperable and TLS does not have a public E mail Address!!