Delayed Permit

My brother submitted an application for a renewal of a relatives visa in December 2014. But in Jan 2015 the permit was rejected due VFS officials taking wrong documents. I then spoke to the manager Hitesh, who promised to ensure that the appeal will be handled as quick as possible. 3 months later I called to find Hitesh had returned to India, as Kabbir is now in charge. Kabbir promised me to give him a week and when i call back to get feedback, but no one answers the phone. It is now 4 months later and still the permit has not been finalized. 2 payments of R1350 have been made, excluding dha fees. What more should people do to get the service there are a paying for. Vfs caused the permit to be rejected, I am not sure if this is just a money making scheme or what. But someone should be held accountable at VFS.