No accountability or sense of urgency from VFS

My husband app**** for his PRP in November 2018 at VFS Cape Town. It is now June 2021 and we are still waiting. Initially we were given a turn around time of 8-10 months. After 10 months we started following up with VFS and DHA. We were just told each time that there are backlogs but should keep calling back. Eventually we were told by VFS that the backlogs now mean that processing times are taking 18-24 months. We still kept following up as instructed but no one at VFS is taking any accountability or following up any further with DHA. They just keep giving the same information on the tracking site...which says it was received in November 2018. From speaking to DHA, even a week ago we were still told that the last time our application was looked at was 30 January 2019. So in more than 2 years, no one has looked at the application. I find it ridiculous that VFS is not able to follow up with DHA. They should take responsibility when applications are done through them. All my emails to VFS come with a generic response. I am very aware that VFS does not make the decision but they should at the very least be able to follow up as to why an application can just not be touched in almost 2.5 years. All the while our lives are at a standstill while we wait