VFS/ZEP Payment nightmare

On the 18th of September 2017 i paid for the application using my credit card on behalf of my wife. 1 month later the payment still does not reflecting on her profile therefore we are unable to schedule a submission. Despite the countless efforts i made in trying to resolve this, all i have been told is to send an email with proof of payment and login details of the User which i did 4 times. Out of all those times, only 1 person came back to me and told me to be patient.

How can one be patient when you pay money into VFS bank account but no one is able to track that money. This has been a nightmare as most of the employees are unprofessional and hardly tell you anything that makes sense. Either they flat ignore the emails and complaints or they come back to you and tell you we have escalated the issue but that's just it. It feels as if these guys are taking advantage of us and since there is no alternative way of processing this, we just have to suck it up.

The service is unacceptable. Today its the 17th of October 2017 and no one can tell me where is the money i paid. Mind you this was done electronically, a platform VFS provided but money is getting lost and we are supposed to accept it.

So what's the next step now?