TLSContact the worst visa service centre in SA

I booked an appointment for biometrics on the TLS website for an Australian visa. The site allowed me to make a booking for 16 days ahead (I was going to be travelling for business so could not book earlier). Australia declined my application as the biometrics had to be done within 10 days. I had to reapply for the visa at considerable cost, and also had to rebook the biometrics with TLS. TLS assured me that i could apply for a refund of their cost, which I duly did on 29 August 2024. My reference number is AUCS-21049. I have followed up repeatedly and have got nowhere. I cannot escalate to anyone, and the standard responses they send go nowhere. I am at my wits end.