Service not fulfilled, and full service fee taken!

Our VISA applications were sent to this company on the 7th October 2014, and we were informed of a processing period of 5 - 7 working days. On the 16th October, the 7th working day, we were told that there is a delay, our visa status cannot be tracked and we will be required to come in person to the embassy in Pretoria if we would like to receive our visas on time. My husband and I then flew from Durban to JHB to begin the entire process from scratch.<br> Comms posted up throughout the Embassy in Pretoria dated 6 October 2014 (before our applications were submitted) stated out of towners were to come in person to the embassy for applications. This is information a visa processing company should reasonably have been expected to know and I find it shocking and of poor service that a VISA company with their experience and reputation in the market did not know this as per the notice nor did they communicate the 10 working day requirement for out-of-towners or have any ability to track our VISA.<br> The VISA co. keeps attributing the fact that the service couldn't be carried out to the death of a consular, which is an excuse, and refuses to refund any of the service fee of R1100 paid to them!