VFS Global services terrible VISA facilitator

I app**** for a permit in Nov 2016. 3 years down the line after numerous follow ups I cant even get a response from the VFS who keep saying application is with Home Affairs but they cant assist. I made the application via VFS surely fact that they are agents means they have access to Home affairs. Does VFS just receive payments to put documents together and never have to deal with any queries? I have sent various emails with no response. Surely at some point there should be a query follow up from respective VFS is there is some long outstanding applications.