ZEP application process nightmare

I attempted to make an appointment on the website. I went to the schedule appointment option on the website, but did not actually select an appointment date. I went on to the website subsequent to that, to schedule an appointment, however the system says that I have already selected an appointment date, and that I must cancel or reschedule if I am not happy with it. The problem is, the system does not give me the option to cancel or reschedule. I am now stuck with knowing I have an appointment, however I don't know the time and date, as the system failed to give me my appointment letter and ZEP application form. I have been in contact with the call centre since the 7th of October. I have since then sent at least 10 emails which I can produce to the relevant VFS officials. I have received no help in this period, other than the frustration that I will be helped within 72 hours. It is now more than a month into my initial query and many emails thereafter, and still no help. I did receive two emails, where the ZEP application form and not the appointment letter (I don't know how that is suppose to help me) was sent to me, the only problem is that, it does not relate to me but another applicant. To conclude the service I have received has been horrible, when you contact the call centre, you have to speak to different individuals and explain your case every time, they don't give you a reference number for your query, they don't respond to emails, their only solution is to give you a waiting period of 72 hours and thereafter provide no response or solutions to the query.