dissappointed with the service

My brother app**** for emergency passport we are goin for a funeral we filled in farms supp**** all necessary documents and we were told to go 2nd floor to Surprise which in my more dissapointment I believe his a manager he was nowhere to be found we were up n down no help until there were no one we went back home with our forms. Start travelling and we in Spring bok nothing can be done because Cape town must verify. And again Surprise no where to be found what now