OCI Card

I had sent my application to VFS on 17th Nov and this is my current status:

Date Of Acknowledgment 19-NOV-2020
Registration Status at Mission HOUSTON
OCI Application Status UNDER-PROCESS

I had not sent the shipping label for return as I expected them to use the label they might already have to send back the documents.
After browsing this forum I came to know people are getting back their passports in 5~7 days after application is under process by the embassy.
Called VFS and spoke to their Customer Care folks. They asked me to send them an email with UPS Shipping label so that they can send the passport back at [email protected] . Did that on 7th DEC and got an automated email that I will get a reply within 24~48 hrs. Got a reply on 9th that they have forwarded the label to respective team and please wait for 24~48 hrs again for further updates. Sent them an email on 11th asking if there is any updates but got no response.
Called them today on the 14th and the Customer Care guy tried to pull a fast one on me.. Since I was calling after 7 days I had 5 mins free, Prasad the customer care exec said he is putting me on hold till he is getting the details but instead he just put me on mute. After 2 mins he pushed the hold button and I got to hear the automated message "You will not be charged for the time you are put on hold" and the music started. I was then kept on hold for only 5 secs before he comes back and says we have received your passport from the embassy and you should get it soon if you don't already have it. When confronted about the hold time the guy tells to check final billing and if not proper give a call back on the same number to dispute and be charged again basically... WHAT A SCAM!. The person didn't even look at the file.

I have already spent around 40$ on their helpline since the whole process started. Really getting frustrated with this unprofessional money hungry vendor.