Home Affairs web system to save time does not work

Home affairs have this website that you are apparently able to access and download forms to complete to make your life easier to obtain passports and ID documents. I have managed to create a profile and was supposed to receive an email to confirm identification. This never arrived. I then called the home affairs office for support and was told that not everyone needs to get an email and that I can just continue. I logged on again and followed the steps as requested. The information suggested that it could take a few minutes to download the PDF file to complete. I pressed the button and nothing happened and it timed out and logged me out. I then tried to call the home affairs centre again and was informed that the number no longer exists. I then called the other number and was disconnected. Their emails don't work as they do not respond to them and I am at my wit's end with this non-existent service they offer. there are no benefits to this system if it does not work properly and the people manning the help desks are of no help at all.