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Visitor Visa - B2

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need help for access new portal
I have paid the visa fee both my parents in July 2023 and was looking for appointment later i realised that ds 160 should match with appointment confirmation and . ds 160 forms are expired due to not completing in time. so i created new one and tried to add in portal. it is showing father: PARTIALLY PAID\
and mother NOT PAID.

i went to hyd fingerprints office NO REPLY have tried to mail them in portal they are not responding and nor lifting the call.
can anybody please help me how to retrieve the fee for both otherwise visa fee will go waste. this is happening since 3 months.
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