Department of Home Affairs - Paarl

I app**** for a copy of our Unabridged Marriage Certificate on the 11th of October 2019 at the offices in Paarl and pay for it - Receipts No. ***2, Cashier N Matthews. Invoice Number IRE-***2

I was trying to find out if the certificate is ready for collection, but no one is answering the phone at Paarl's offices. I eventually phone the call center, and the lady informed me that NO application was loaded.

Is this part of state capture, or just EXTREMELY POOR service associated with *******ion?