Bad customer service and no hospitality for elderly people

I app**** for visa renewal for my both ill parent, application ref no TRR***. I made the payment on the 13 April 2015. I have been phoning to find out about appointment scheduling the very same week and I was told to wait because my bank deposit was not reflecting on your side. ''this was a deposit payment and not a transfer, how long does it have to take to reflect"' I spoke to Nonhlanhla R, and she ask me to phone on the 18th, I phone again on the 18th and it was still the very same story , they told me I must wait because money is still not reflecting, she gave me her email address and ask me to send her a proof of payment on the 22nd if the payment is still not reflecting, I phone on the 22nd the payment was still not reflecting and I spoke to Refilwe and she gave me her email address to send the proof of payment and after a while the very same day, Refilwe send me an email to go online and schedule the appointment for my parents,only then I could make a reservation for the 25th of April.( 9days wasted and down the drain). My elderly parents finally went to VFS branch in cape town and they were told to returned and make a new appointment because the visa type on the application was incorrect, they ask us to go back and fill in another application and pay another 3550 because the paid amount will only be refunded after 30 days. the manager was rude to us and he didn't even want to listen to us. Immediately I phoned the call centre and they assure me to go online and reschedule the appointment and there was not need to pay. they finish my airtime with the all payment reflection story and refusal to help us on the appointment day. when the call ended, I went on-line to reschedule and there was no such option to do so, I have been clicking the all-time on reschedule and I even made changes as per their request on visa type, but the rescheduling option was never working. they never mention anything about reschedule to be done the same day or else we will be penalised. I phone again the call centre the next morning the 26th, the story change, I spoke to nonhlanhla who was rude and did not have time to listen but to tell to me reapply because that application is being crossed and we should pay again for the new one application. The mistake on the visa was visa type, was not that so difficult for VFS and his call center team to change? Since that is their designed system I believe they can also make changes on it instead of penalising the clients. there is no such thing as there is nothing they can do to assist. I spoke to Nonhlanhla and Refilwe right before going to the VFS and none of them told me that I have to apply for change of condition visa and not medical visa. Is this really they good way of structuring a system, to ensure that a simple mistake cannot be fixed so that they can ***** customer money. This is real day light theft. And the worst part is your *****ing from poor ill elderly people . These elderly couple are very ill and already paying a lot on medical treatment, the money they paid is all they had for the visa, and they have NOTHING ELSE LEFT . Their visa will expire on the 10th may, we have been delayed enough by your process from payment to scheduling the appointment. I send an complaint email to them and Letitia Matthews responded and this was her response:"'Dear Sidonie T****ita,Thank you for taking the time to write to us and share your feedback. Please can you furnish your contact number and a convenient time in which to call in order to further address your below concerns Best regards"' I responded to her email immediately and i never heard from her. does Vfs realise how serious is this? ill elderly people will end up living without a visa due to this delay and the bad customer service. we send a refund forms as per their request. still there no response. We need our money back as soon as possible because we need to reapply like you request. This is really unacceptable and it’s a pity for big international organisation like you to be such a *****. I spoke to 3 people who didn’t want to put me thru their manager, Nonhlanla, refused to put me thru the manager and she said she doesn’t report to him so she can only put me thru the supervisor. I spoke to one of the call centre guy who pretended to be listening but in the end he was putting thru the reapplication process and he ask me to go pay another amount which we do not have and the other amount will be refunded but not all of it. We didn’t want to cancel an application, what is vfs penalising us for? How can you ***** from pensioner elderly ill people. This is really unacceptable, it’s make no sense at all to penalise them, because the mistake on visa type could have been corrected on the spot. There was no need to send us home . they have no money and they might end up being ******* immigrant because of your poor service. I am highly disappointed with your poor customer service. my number is *** and my email is ***.