home affairs ( tongaat ) terrible customer service.

20th December 2018 i made an application both smart ID and Passport as i will be travelling to Mozambique 23rd January 2018.( enough time to have my travel documents in order) so i did my application with home affairs ( Tongaat ) which is under hot water currently as their stuff are always on their cellphone, rude as hell and not working at all. time went by, not receiving any sms regarding the status of my application i went back to check if my documents are ready for collection only to be told there are no records on the system that state i have made the application. i was than advise by 1 of the staff and the supervisor that there's nothing they can do , the only thing i need to do is re-apply ( new Application ) and was made to pay again bare in mind i have already have already made payments for my application done ( December 20th), anyway i was than told that i wont be able to sign a refund form as its more than 2 days and the application was made in December so there no way i can get my refund back ( too late) . so i eventually made the application, paid for it and hoping that the supervisor will prioritized my application as i need to get my passport asap only to be told and b given the call center number and his email address to send the email as the applicant because he cant do it. call center number rings forever no assistance whatsoever, so would like to know in cases like this as an applicant who do i get assistance from as its their system that is at fault ( department of home affairs).