Dept of Home Affairs don't care enough to give good service

I am very frustrated, sad and dissapointed because of the lack of urgency form our dept of Home Affairs. I app**** (online) for passports for my kids so that we can go visit my sister in the Netherlands in December. Everyone was so excited. We did the application on the 19th of November and I received my daughter's passport on 29 Novermber, which was great. However, there is a delay with my son's. I phoned the DHA to ask for an update, but got very little information and on 5 December when I phoned again, the agent spoke very badly to me and didn't give me any feedback. She just said that it is a 14 day process. if this is the case, then I should receive my son's passport today. That could not be further from the truth. Out of desperation I asked a company who normally help with passports to get an answer for me and they found out that his passport is only at the 1st stage now, which means it will take between 5 - 8 days to actually get the document. This means that we won't have enough time to get visas done and we now have to cancel/move our trip. The dept of Home Affairs are incompotent and the people who work there don't care about how their service impacts people's lives.