Unprofessional services

I am trying to renew my Nanny's work visa. Payment is required before an appointment can be sheduled. I therefore made payment 2 weeks ago. and NO appointments are available. I have logged in every day for 2 weeks and they have no appointments available for bookings. how can you take payment without being able to provide the service that is paid for???? i have tried emailing and calling in and no one can assist me to say when an appointment will be available! how can you take money and not be able to provide the goods/ services that are paid for?? extremely unprofessional