VFS Global doing a nusty job in its VFS harare office

VFS Global through its VFS Harare has not managed to enable me to get an outcome over a visa app**** in May 2019, here we are now in January 2021, they dont respond to enquiries and offer no assistance to enquire on progress of Visa applications, am so frustrated with their service, If it was possible give them zero stars I would. 2 years holding on to a document as important as a passport. That VFS harare office is not a Visa facilitation centre is disenabling the whole process.