Follow Upp with no response!!

I would like to write this as formal complaint as I have bee doing for a while now and no one getting back to.. My mother is 78yeats old and she was transported by social workers to go n reNew her ID that was last year 2025 before December and it was discovered that her ID was linked to 3people which she was the 3rd of them and we were told that it will take back to Durban or something so her profile can be cleared and her ID will be returned to her name, finger prints and photos were done but till today we haven't received any feedback and I have sent nquiries with their contact center, complaints team and their head office trying to get feedback/follow up on the status of my mother's ID but now work still.. Is there any higher tear that I can. Lodg my complaint to coz we are talking about an elderly bedridden person who doesn't have an ID.. I can't do anything without her ID.. I can't take her to the Dr's or anywhere coz she doesn't have an ID, where have u heard of that.. I need a resolution on this as I'm getting more n more defetead dails coz seem to me Im just emailing to a smap box where no one checks on the email..