Delayed documents

Home affairs is hell of a department. I app**** for a smart card and a passport last year March the 27th up until today I have not received my document,(almost a year without my documents) and the sad part is that people who app**** after me they got their docs only after 2 weeks, at least if they can tell me that what is the cause of the problem or at least let me re-apply, no it's impossible. To my surprise just now 11:50 the 16th February, their phone phone is not working, try again later a National line? Really? I'm so disappointed since Lerato Dikotsi and Elizabeth Sitheli promised to come back to me last year December until today I'm still waiting for her.