Unfair and Unprofessional Systemstrv

Most horrible experience I had on the 20/03/2018. I am a Zimbabwean national and was applying for a life partner visa. I registered on VFS website and the portal allowed me to register on the south African website and went to the point we're it requested a payment of R1350 which my partner did right away by means of EFT. The system then asked me if I wanted to make appointment for submission, and appointment was successful and had to be at Pretoria office at 09:45-10:00 and got there at 09:44. The information desk checked my passport, online form and proof of payment and they made me to proceed to the submission office. After getting there sat for like 30 minutes and was called to a window where the gentleman assisting asked to see appointment letter, passport and online form. After checking my documents he indicated that there was a problem with visa in my passport (port of entry expiring 01 May 2018). He said it only allowed me to apply in Zimbabwe, then starts my tormenting moments because on the VFS portal I even indicated that I was using port of entry visa expiring on 01May 2018 and their system approved to next stage. When I questioned why the system ddnt kick me out since I'm using wrong visa to apply in SA. But the unprofessional reply was " That system accepts everyone". I asked then what I should do because the system led me to believing all was well but the gentleman suggested that I either go to Zimbabwe and apply or I get waiver(which I did not understand) then was referred back to info desk for explanation. The lady at info didn't even explain what the waiver was or meant, all she said was it takes long and not advisable. I'd rather go apply in Zimbabwe. After now requesting that they just transfer my money paid to Zimbabwe VFS and I wl pay the difference if there be any and transfer cost, then came another torment, " we will not be able to do that, instead we will give you a refund less R850 penalty". Which I questioned what it was for and was told for cancellations. Which I denied because on their terms it states that R850 was for no show or cancellation and R250 will be charged for change of category. Then I mentioned I never cancelled, I was there on time and was not changing my category, so why should I donate my money. The lady insisted that's their process. Furious, my partner and I sat in the car for 15 minutes while we cooled down. Went back and asked if we could see a manager which the same lady reluctantly told us to go sit and will tell us when manager arrives. For the record since we walked in the managers offices was empty and even when we asked we were assigned another official not the manager and no one knew when he/she would be back. This gentleman came after more than 15minutes as we set and tried to write my complaint but the terminal was off and security mentioned that they hardly put it on. The gentleman sang a different tune and mentioned that I had to go pay money to Zimbabwe VFS then come with proof of appointment and then that might convince the finance department and I will get R250 deducted instead of R850. But I still questioned because the system led me into believing I was doing it in the right country and even took EFT and gave me appointment, only learnt from an official that VFS portal accepts everyone. Then now take our deposits and then penalise us for their system flows. So here rises a lot of questions 1 Why SA portal allow first time relative application to apply on it while there should be a special visa u need. Why doesn't it kick me out and send me to Zimbabwe portal. 2 Why does one pay penalty for nothing that's of their making, how many people have been ripped this way. 3 Why suggest another permit that requires another amount. 4 Is the company serving and saving foreign people or it's a money making scheme If you read very well I showed up, and app**** relative visa(correct category) and was told to change centre(which was not my choice). Very unfair and disappointing way of dealing with human beings. I'm very sure if I take my partner to Zimbabwe we will have another disappointing and new torments. What's made of this situation, any advice if the public protector deals with such cases.