Human affairs on line system mess

Tried to get my passport sorted on line for 5 days now,unsuccsefully.Did my payment on line ,got the proof of payment ,but the system still has payment confirmation pending on it so i cannot book a spot.Phone the call centre spend 30min holding ,Trudy whom attempts to help cannot do anything and states a must go into home affiars with all pop and docs to sort it out.I asked why this happens and the answer was ,when the system is veery busy it happens.What a joke our systems are,what a waste of time