Accepting Payments and then Nothing

Myself and another lady are trying to help a group of Norwegians apply for a renewal visa in Durban. The website has no problem accepting your details and receiving your money, and then when you want to book an appointment, everything freezes up. It actually sounds like a ****. We're in the second week now of waiting. We've sent proof of payments (something I feel we shouldn't have to do because the payment should reflect on the group reference number if the website did its job). This is embarrassing for us, talking about our amazing country, and then showing them all the roadblocks.