I am the victim of agency haiz too. After 6 months, I do not have the maid until the 6th month they told me that the maid cannot come because the father disagree the maid to come to Malaysia. It was the case in year 2005. Also the same, I cannot reach them through callsssssssssssssssssssssssss. Until I told them that I wanted to cancel the application and they said they will return the money to me but it needs to take at least 1 month. After a month, I called them then they asked me to go over to collect the refund. However, when I reached there, the agent said they can refund half of my deposit only and it has to take 3 months again. I was so angry and scolded them badly. At the end, I requested the agreement from them (at that moment, I just noticed they did not give me any agreement). In the agreement, It stated that they can only deduct rm 500. Then I showed it to them, so they agreed to deduct rm 500 and I got back my refund in a week time.
After this case, I applied maid from another agency. This is a reliable agency and I can get my maid within 2 1/2 month time. And this agency told me that they will fully refund the money if the maid could not arrive. If I want to cancel the application in half way of the processing, then they will deduct my deposit. However, they can show me the documents that they have submitted to the government and these document have the government stamps. This agency told me I can asked for it from haiz, otherwise, they cannot deduct my deposit.
I think you may need to ask haiz for the submitted documents if they want to deduct or not refunding your deposit.