CUSTOMER SERVICE - NON EXISTING

I really don't know what to say Yesterday was my 3rd time at the department of home affairs in Paarl. 1st time we went to apply for our passports, me and my son. 2nd time went back because according to them when I phoned to ask how far my passport is, that they can’t find anything on the system for me - which I had the proof of payment for. 3rd time - Yesterday 7 November 2017 - arrived at the department round about 12h10 - 32 degrees in Paarl, I was 3rd in line for collections. There were about 7 people inside the building that was waiting on assistance. We were told that we can’t come in and have to wait outside. 14h15 still outside the manager came to the door and said, we can’t come in because once we are in they have to help everyone that is inside the building. There system was on and off for a view hours. By 14h00 everything was back on - because we could hear the system call out numbers inside. Don't know where they found the security working there; don't even know if they have their security degrees - very bad manners!! By now we are about 20 people still standing outside in the heat; but still, no one is allowed to go inside. At about 15h20 we had enough and went in all of us that was standing outside waited to be helped. The manager told us that we WONT be helped and that he will phone the police. 15h30 they started switching all the computers off. Now my question is, where is the customer service, we were standing outside in the heat for more than 3 hours and then they have the nerve to tell you, you won’t be helped because they only work till 15h30. Who are they to make their own office hours?? All other departments closes at 16h00. They were switching computers off while we were standing there to be helped. I mean to be told at 14h00 that everyone must come back the next day to be helped because they felt so???? All of us had to leave without any collection, because the manager said so??????? I need this to be looked into, one can't travel all the way to be in time and they tell you to turn around because they feel like it. On my second trip to go through everything again because they lost my application, I was guided to go sit in one of the back offices, till they sort it out. All the employees’ children was in the back offices, small children running around. How does this work? I have to pay school fees and aftercare - but they can just bring their children and they can run around, screaming and shouting, but can’t help the public standing outside, wanting to collect what they paid for????