Refusing to pay refund

I cancelled my appointment with VFS and requested a refund however, the online system showed that no refund will be made. The refund policy states that: <br> <br> All cancellations and no shows will attract a fee of R850, which will be deducted from the VFS service fee of R1350 <br> <br> Therefore according to their policy I am entitled to R500 refund which VFS has been withholding from me since September 16th! I have sent several emails and I receive the same generic reply: <br> <br> We regret for the delayed response.<br> We have forwarded your email to our concerned department and we will get back to you as soon as possible. <br> <br> To say I am disappointed in the service provided is an understatement, this is a breach of contract and to some extent!!!!!!I am now treating this matter very seriously and I want to inform the public so they do not fall into the same trap.