Bad service

I went to DEPARTMENT OF HOME AFFAIRS in JOHANNESBURG to request for a document stating that I changed surnames. I app**** for it and they told to come after 8weeks, then I went back today of which it's the 9th week for collection, they told me I should wait for another 4weeks because the document hasn't arrived as yet. I requested the supervisor "Mrs Nomawethu Gova" to help me understand this situation and she told me that "she can't help me" and she left. All the staff on that floor (5th floor) didn't even have name tags on and very unhelpful at the end.