BAD SERVICE

I have used Visa Express twice before but the third time was by far one of the most horrific example or poor service. I should have known from the moment my father and I submitted our applications for our Swiss Visa, when the agent Rey said our invitation letter should be in English and not German, bearing in mind it was addressed to the Swiss Embassy written by my sister in law who is a resident of the country. My father had his own issues with the service rendered but I will only speak on behalf of my experience. After 2- 3 weeks of constantly following up on the status of my application. all Rey could reply was " There is a backlog at the Embassy, there is nothing he can do". I then said can he call the Embassy to find out what the delay could be, he is no there is no way of getting hold of the Embassy. Every week I followed with a call or an email, he would then reply I am sending a driver to VFS to check if your passport has been delivered but made no additional effort to check all avenues as to why there has been no movement on my application in 3 weeks. At this point, I was reaching panic stations, as I had to leave in a week to attend my brothers wedding, the entire purpose of my trip. I then reached out to another Visa company, one whom I did not pay to check if they could provide me with an update on my application. All they asked for was my DOB and on their database they would see my application was still in Pretoria. They then provided me a direct number to the Embassy visa application centre and proceeded to tell me that the visa company who submitted my application should be the ones following up as I did indeed pay them to manage my application. At this point, with Rey showing zero interest in helping me I called the embassy. It turns out there was an issue with my biometrics and they tried to contact VSF for two weeks to get hold of me to come in and get them redone. I then called VSF and Rey again and asked how can we escalate this so I can come in and get my fingerprints done as this was the only hold up. Rey then told me I had to pay another R400 for him to check if there were any appointments. To which I refused and he had done nothing to help me in the past. I then called the Embassy who directed contacted VSF who directly contacted me to come in after business hours to help me sort out m fingerprints. Long story short through using my own money to make multiple calls and trips to town I got my visa two days before I flew. At this point not once did Rey call to follow up on a status of my visa, check if I got hold of VSF, if there was anything he could do. What he did do is take my R850 and do absolutely nothing. This is pitiful service, absolutely poor and taught me a lesson. I will never recommend friends, family or colleagues to make us of Rey. I want a refund for what I paid for him to do nothing. I want people to be aware that he is *********** and cannot and should not work in customer service. Disgusting, a poor reflection on your company.