Trying to schedule an appointment is a nightmare

Okay, so picture this:

1. VFS Global forces you to schedule an appointment online. 2. The online booking portal does not work. 3. You call to try book an appointment. It cannot be done via phone. You are told to send an email and request a PREMIUM booking. (You have to request premium - they cannot schedule a normal appointment via email.) 4. You have no choice but to pay R690 for a premium booking, ON TOP of the approximately R600 admin fee, on top of the visa application fee.

This is an absolute ****. How is this allowed?