DISSAPOINTED

i fail to understand how your call center cannot assist.. why would you say that a person can email or call the center if they unable to assist. i send an email yesterday morning of which i have not received feedback and this morning. i did a visa extension application on the 23/11/2017 of which payment was made and appointment was booked for the 09/01/2017. Because the visitor's visa expired, VFS advised that we need to go to Home affairs of which we did, they then advised us that they cannot assist.. We need to advise our lawyer to deal directly with them and get a refund from VFS. i have filled in the refund form, but want i want to know if is there is a fee that needs to be paid or not because on the form it states the penalty fee would be between R250 - R850.. So all i want to know if there is as we will no longer go to the appointment as the Lawyer will now be dealing with Home affairs directly.