Call centre appalling

I submitted an application for an ID last year. I received the SMS to confirm that the application had been received at head office but then heard no further. When I rang up to check on the process I was inform that that same day my application had been refused because my marriage certificate was not included. I'm not married!! And the application was clearly stated as life partner not spouse and that I am single. When I spoke to Ruth she was the most unhelpful a call centre agent could be. She claimed to have no way of knowing how to contact Home Affairs....even though she works for their call centre. She claimed to be unable to raise a query on her system and it was only when I pushed that she conceded that she could raise a query.<br> Her solution to my problem...that I should resubmit my application and hope that the next time someone had enough common sense to realise that someone who is single will not have a marriage certificate.<br> How can this be the service that is offered? As a foreigner I have struggled with home affairs for over 8 years but this is the highest level of stupidity that I have encountered so far