VFS are not forthcoming and customer care is poor

For 3 while months, we have been getting a refund for a wrong application. No one is at all interested and this has been extremely poor service. No one seems committed to the issue at all. Communication with refund Centre are anonymous so you don't know who you're talking to. Also, the refund Centre has no telephone number so when your emails are ignored, that's it. There is no escalation of any sort. I am extremely disappointed and angry