Delayed service.n rude consultant

I app**** for my lost.passport coz I need to travel.urgently, I was advised that the turn around time is 7 days. I followed procedure as I was advised that emergency passport a were discontinued.

After 5 days I was advised that the passport is in printing ,3 days later of following up ,I am told that the passport is in printing and now the turn around time time 21 days. After my last call I spoke to a rude consultant by the name of Selloane ,she told me that I didn't have to call if I feel the information she just gave me is of no use. And that I shouldn't be cheeky with her. Now I've worked for contact centers and I know this is.Not the correct n appropriate manner you speak to clients.

The worse part is that you get different consultant a who give different feedback each time

I am in a disparate situation here and I was told that it was being escalated ,she then told me that even if it was urgent it will not be treated any different. My reference number is : ********** 968085 Mbali amos