VISA application and passport missing

I app**** for my shengen visa at the vfs global pretoria centre the Swiss embassy "suggests". I tried to track my application, made several calls to the vfs global and my application is "missing". They said they will call me back but received no phonecall. I am flying on Friday and now my passport is somewhere missing. This is utterly frustrating as I have to find my own passport now and paid for services to "help" with the application. I want my money back as this service was horrifying and I would not recommend this company to anyone trying to apply for a visa. I still dont know where my passport is. And I dont actually know what to do...