Unsatisfactory service

The reason for this email is to address my current frustration with VFS. I app**** for permanent residence in March of 2016 at the Rivonia branch. Once I was done with the registration I was told by staff members that the process will take 6 to 8 months. It’s now 3 years later 2018 not a single effort was attempted from their side to contact me. I have been trying to reach them but I’m not getting anywhere. Recently when I successfully reached them I was told that my file is still UNDER PROCESS. I was very puzzled by the response. How can after almost 3 years a file be still under process? The Irony of this case is that on the Vfs official page it states that ‘’ it takes 6 to 8 months'' for the process to be completed! They’ve given me a case Number concerning my file. I've totally been kept in the dark. Could you kindly look into the matter and help in whichever way possible. It would be highly appreciated. Kind regards Parfait