Failure to deliver, goods and service!!

My mother who is a pensioner app**** for a passport and paid the R400 that was due for the application. She was then contacted weeks later for collection of the document. Once she took delivery of the passport she noticed that the passport states unable to sign which doesn't make sense as i was with her when she app**** and she signed all the documents. We the spoke to the relevant department as well as the head in charge of the department and advised them about the situation. They then advised they will process it manually. Now months after they still haven't resolved the issue and now contacted my mother to pay R400 again. That is unfair due to if the work done on the application was correct the first time this would not of happend and i feel that my mother should be refunded the R400 then she will pay again as she only gets state pension. They advised that they cannot refund as the funds are already through the system. We need this matter resolved as she has obligations and currently they are affecting not only my mother but her other children as well as there are complications but now she cant travel due to an error caused by the Dept of Home Affairs in Ermelo.