IELTS Shocking service for written exam - visa application

My wife has applied to complete the IELTS general test to apply for a UK spousal visa. She paid her money R3200, booked a flight from Durban to Pretoria and Hotel accommodation as she was only given a date and not a time for the exam. Then received a mail to rebook the test, which she did this time in Durban as their offices had opened after Covid-19 and told to wait for the confirmation letter. After numerous phone calls and emails and only generalised computer generated responses she still waits for a new date. 17 September was the first exam Pretoria date that was cancelled by IELTS, 26 September exam in Durban came and went and still no response... This is a disgrace from so a called professional organisation and needs investigation as it looks like a scam - British High Commission, Consulate Enquiry Services local number is 012 421 7500 is their 24/7 number which is of no help whatsoever as that is a redirection service to www.gov.uk/visa-application