VFS Global - Pathetic service

I app**** for an Italian Visa in Pretoria at the VFS Global office. Whilst completing the forms online they requested a credit card payment of R208 for the appointment, which I paid, and a bank deposit for the visa application. It did not clearly state that the amount needed to be deposited in CASH at the PHYSICAL bank (who still does that!???), so I made an EFT payment. When I went for the appointment to apply for the visa with my proof of payment, they made me pay the full amount for both transactions again with my credit card and I have been trying ever since to get a refund. Firstly the email address they gave me to apply for the refund was incorrect. I eventually got a response from the following email: ***. After many emails, the only standard reply I get is the following: "We regret the delay in response. We have once again forwarded you query to the concerned department on priority basis, our team is working on your query on priority basis and will get back to you as soon as we have an update". This has now been going on since the beginning of October 2022. I was also informed my passport would be sent via courier and I received a message to say it had been shipped. Several days later I still had not received my passport and enquired, which they also said they would investigate. On a whim, I eventually went to the security hut at our complex and found my passport had just been left with the security guard and had been there for several days. This is totally unacceptable. The office where I went for the appointment looked something like a South African government department with unfriendly, grumpy staff. I tried calling their call centre to enquire about the refund, was told they do not work with it and told to hold when I demanded to speak to someone that can help me, and then was, of course, cut off. If at all possible I will never use their services again.