Bad Service at the Department of Home Affairs

On the 16.02.18 My sister registered for an ID & passport , she then paid for both. however she received an sms that reads "Final notice for an out standing payment " she phone and she was told to send an email with proof of payment to this email ( ********** )and she was till not assisted. we visited the department and we spoke to Thabo who explained that they added a wrong ID No on their system, meaning we payed for someone else. We were promised that the matter will me escalated however we have been calling but no one is willing to help. My sister got a Job and she was suppose to leave tomorrow 13.03.2018 she even sent proof to them. Department of home affairs Nigel .