VFS not paying full refund money

I submitted the extended 3 months visa application for my in-laws on 16th October 2018 using Premium lounge. Initially application was captured under different section [Visitors visa section 11(1)(b)(iv) ], which was advised by VFS guys over the call. when we went to center to submit application, the application was not accepted by the center and they said must be captured under another section 11(1) , We followed as per their advise.reference number is TRR ********** .

before capturing applications under 11(1)(b)(iv) section , we did call VFS and checked with VFS over the phone, you guys advised to do so, when we apply for refund they said that they want to deduct 250 rand per application. that is unfair they must understand customer problems and should pay full refund since it is not our fault. I even gave all the call information and they took out call recording and they faulting customer.