Have been to offices...

Have been to offices 7 times trying to get a 18yr grand son his ID to enable him to get bank app and license and to do application for exams as ID NEEDED - no response whatsoever no sms to collect ID after waiting since last year for ID and still waiting after been to offices this year 7 times - is this fair?? Was also in Menlyn mall offices 5 times - no response giving the system the excuse for no response??????