UK Visa application - very poor and frustrating service

I app**** for my UK Visa after hearing of an exciting surprise 20th ending anniversary present from my husband. My trip was booked to leave tomorrow 14 June 2019 and we app**** for Visa 14 May 2019 - Well within the 15 day SLA timeline. On 19th May we received an email starting application being processed. On 29th May 2019 we received another strange email saying that the application was not straightforward (what could be more straightforward than a one week visa application for a mother leaving three children and a business behind and traveling with my husband who has an EU passport. The only way to follow up and check why there was a possible hold up was by submitting a request via the online message centre. This we did over the weekend on 2nd June 2019. 3rd June we received an automated response noting that we sent a message and would receive a reply within 3 days. After hearing nothing, and being now desperate as departure loomed and show tickets accommodation etc booked, I went to the UK centre on Mon morning 10 June 2019. Here I found numerous people in my situation. Some had funerals of parents to attend, others had moved business meetings and re booked flights 3 times and still others had families who had left on holiday leaving them behind because the visas were not coming through. I stayed my case to a gentleman called Gavin. Gavin appears out of the UK application centre every so often and does his best to hear queries and assist. He listened to my enquiry, and told me to return the next day Tues, 11 June as by then it would officially be outside SLA and he could escalate. (Whatever that means). I returned Tuesday morning, spoke again with Gavin who went inside with my information and apparently “escalated” my request. I remained at visa centre until closing hours at 3.30pm. At this stage, Gavin came and informed me if he had not heard now he would not hear until the next day. So I left, no wiser, and returned Wednesday 12 June. I arrived around 11am and Gavin was not around. A gentleman called Moosa then took my details after I explained Gavin had escalated yesterday and disappeared. After waiting an hour and a half with no results from Moosa (who had been very abrupt with upset customers and his standard response being “that’s why you don’t book tickets until visa approved”. ) Gavin appeared again. I explained that I just wanted feedback on the “escalation” he did yesterday and that I had been waiting over an hour and he then disappeared and promised to come back with any feedback. After approximately another half hour (I had now been there two full hours) he returned saying I don’t need to wait - he will call me as soon as he has information. Again I left - having many things to do before leaving for a week holiday. I received a phone call early Thursday morning 13 June From Gavin. I was now informed that my decision papers are sitting in Sheffield London !! I went back to the UK application centre and again implored Gavin to give me any information. After waiting again for another hour and explaining that my application was for a straightforward visa for one week - I was told by Gavin that it is now stuck in London and that there is no way of knowing when it will return to Johannesburg. The result - no 20th anniversary UK holiday for us and a loss of around R80 000 in tickets, accommodation etc. I would still like answers as to what is holding up my visa and why there are complications with the application. It is incredibly frustrating to deal with this embassy who in the past produced a VISA within 5-10days. What has the UK embassy to say about its poor service? Oh and to also mention - don’t try call the call centre for assistance. It will cost you around R800 for a 5min call and the agents know nothing. I am simply devastated that I cannot go on a holiday of a lifetime.