TLS contact Pretotia NOT returning passports

We have been waiting for my family's passports to be returned via courier . We paid money to this people for courier delivery of passports . They don't have a phone or an email where customers can contact them for general queries or so . It has been 3 months now . Travelling to Pretoria TLS contact is equivalent to getting new passports for my family . This will cost us around R5000 because someone is failing to do their job properly.

I find it very strange that the UKVI system uses such ***** businesses for visa applications. Very frustrating