Lies, lost an appointment, lost a paid air ticket.

Since January I've had the appointment and until now, the middle of March nothing has been done. Waited for 6 hours to renew my passport. They were offline. Eventually I was called up only to be told there's something wrong with my profile, 10 mins before their closing time, 15:30pm and they'd call me when the IT manager sees the problem. No sorry.. Just the message delivered to me was very rude and walked off. Their "manners" is shocking! So sorry I went there even though it's 1 and a half hours out of my zone. I've had a reply that you'll get back to me both from Cresta and home affairs itself. NOTHING HAS HAPPENED. I've had to cancel a paid overseas air ticket overseas. 😡🤬😡🤬