Hoem Affairs no use and *****lent

I am trying to do an online passport application, but the site gives an error message “You already have a similar application open and in progress with Home Affairs on the old system.” It then does not allow me to continue to upload documents and make payment. Reference number ECH-000126AA-124117-2

I have sent emails to *** and *** on 2020/01/27 and no reply yet by 2020/01/29. I have called the *** number on 2020/01/28 and the agent told me it would be sorted by 16h00 that day. Called again 2020/01/29 and another agent said I have to go into a home affairs branch, they cannot cancel the 2014 application. The strangest thing is I never did any application in 2014 as I already had a passport that was issued in 2008. This application was obviously **********.

This is really a big inconvenience as the whole purpose of doing the application online is to not stand in those long queues at the home affairs branches.

Please assist as a matter of urgency. Is there anyone who can help me or who I can go see at any branch in Cape Town to get this sorted out.