Good day this review is for department of home affairs Somerset west branch on Friday 02/05/2025 at 12:00 I booked an appointment for passport collection for my grandmother who is 78 years old

Good day this review is for department of home affairs Somerset west branch on Friday 02/05/2025 at 12:00 I booked an appointment for passport collection for my grandmother who is 78 years old. When she arrived at 11:45 she was told they do not do appointments for collections and she needs to stand at the back of the line. This line was half way around the building. They also said they do not care that she was and elderly woman everyone gets treated the same hence we made the appointment. We app**** for the passport at Caledon as they had the only available appointments. Caledon uses the appointment system. How can branch decide if they want to follow the rules or not. This is so disappointing as she’s has been standing in the line today since 6 o’clock this morning and is still waiting for something so easy as a collection.