Shocking service, arrogant

Shocking service, admin chaos, non-reply to emails. Tried to charge me for their service plus the cost of the visa despite no visa being issued. Their poor service resulted in my having to cancel my planned trip to Congo-Brazzavile. When I requested the return of my passport, they refused, on the basis that I would not pay for the non-issued visa! During my attempts to get my passport back from VisRequest, a staff member twice put the phone down on me.