Despicable "service" from VFS Global :(

So after more than 2 years of informing Vfs Global that they made a mistake in capturing a passport number, they have finally come back to me to inform me that the passport number was captured incorrectly and the applicant must rectify it - even though it was their mistake!!! How does this place get to treat people with such contempt and get away with it. Portia Mlangeni, the Deputy Manager of Information Serivces who was dealing with it is either in a meeting or is off sick, she doesn't respond to emails and now when I try and deal with someone else, the operator is so irritated at me and sighs so deeply as she says she will transfer me, then doesn't, so I phone back, am transferred to the team leader who is not available so I leave a message and can almost be guaranteed that there will be no return call. It is despicable how an organization can get away with this!