Bad service

Department of home affairs office in Orlando staff have a really bad attitude. I have been trying to apply for my new card ID and my passport. From November 2017. They picking up i have an open application and don't know how to remove it from the system, instead of trying to get assistance,they refer me to the call centre. I have logged a complaint via the ********** email but they are also telling me the query is now sorted out when it isn't. I went back yesterday and Aluwani from Orlando is still referring me to the online self service. Can anyone help get this sorted. I've sent an email of escalation to Linah Digomo with no luck..