Yes, just call your bank. There’s likely a form to fill out. Explain that you did not receive clear instructions and the office is unresponsive. The bank will contact the embassy for an explanation. If they do not reply with detailed explanation, the bank will do a chargeback. There are rules to running a commerce site. My friend got his $343 fee back.
They really should put requirements on the website. But I guess you’re not really dealing with the smartest people and most of the customers are very passive people who feel they are responsible for paying and processing their application.
I said grounds for a lawsuit, bozo. What I will do is take a bunch of cases and then get a charge back on credit cards. I’ll keep 50% of what I can get back 🤗