Poor service

I paid for an appointment on 29 March. I was unable to submit due to one document was missing a signature. I paid another R440 for a second appointment on 18 April. I was told that I would receive a refund for R440 for the first appointment because I had not received a service i.e. I did not submit anything on the 29th of March. I sent a number of emails to VFS trying to explain the situation. They ket responding that I should have cancelled the appointment before the due date! I did NOT want to cancel the appointment - I was THERE! VFS Global now respond any longer. The issue has not been resolved yet.