Shocking communication and poor service from VFS Global for Portugal

I see I am not the only person who is having massive problems communicating with VFS Global or getting feedback on their Portuguese visa applications. This is an appalling service with poor communication that is creating enormous and unnecessary stress for anyone travelling to Portugal. Is it even legal to retain someones passport with no feedback for so long? We are scheduled to travel on 26 June and have had no indication whether the required visa will be ready.