ZEP Application Paid - Can't book appointment - Call Center not helpful

I am assisting 2 employees to do their ZEP Permit Applications. From the beginning, the whole experience has been a nightmare. For a week, the system said that their details were incorrect and to try again. With persistence, once we finally managed to get them registered, we downloaded and printed their deposit slips. Payment was made 12.10.2017 at the bank, and to date - 15 days later, it is still not on ZEP site, and they are unable to book an appointment. We have sent various emails to various mail addresses as per the multiple call center calls. Nobody is able to assist. Fortunately one call center agent admitted that the site is not user friendly, and it is experiencing "flaws". Please contact me with regards to booking the appointments. It is a lot of money that the employees has paid out, with nothing to show for it. It is unacceptable.