Shocking service from VFS Global - useless staff

Had the absolute worst service from VFS Global. We needed a refund for our Swiss Visa’s due to travel bans. Their terms state that refunds can take up to 30 days which is a very long timeframe. We are on day 47 currently with no progress. I check in with them on a weekly basis and each time they then request something else for the process which I find unacceptable. You complete a refund form which you would assume contains all necessary details for them to process the refund. They have requested documents twice, copy of my credit card and basically not sent anything to the finance department until I checked in with them. How utterly ***********!!!