VFS not helpful

I called to make an enquiry about applications and the lady whom I spoke to was useless and to make matters worse..she dropped the call before even helping me..I thought VFS was the mouthpiece for Home affairs..we travel far and take days off to come sort these issues and we want to be sure before we waste time and fuel and be sent back.I am really frustrated.What is the point of a call centre if you can't help