No answer anywhere

I can't even give them 1 star. I have to apply for a new passport because I got married recently, and we need an unabridged marriage certificate for visa purposes. I always want to make sure that I have the correct documentation with me before visiting any home affairs branch so that I don't waste time there. So, I app**** for my new passport online, filled in the details, choosing "marriage" as my reason for re-application. I also uploaded my ID as requested, and made the online payment of R400. Then I received two emails thanking me for my payment, and saying that I have to visit a branch to complete my biometrics. I then checked the website to make sure what I needed, and there was no information. I also phoned Stellenbosch (where I app**** to),Somerset West, Robertson, Winelands District Manager AND the two call centres in Pretoria and not ONE of them answered at all. I tried all of them three times during the day, and it just kept on ringing, and the PTA numbers were "unavailable". So I took a chance and still went to the branch and waited for an hour, pretty sure that I was prepared for everything.So I waited for an hour, got to the front, and handed my ID to the supervisor. He then asked for my old passport, and when I said I don'T have it (because it's OLD) he ust said "we have a problem". I told him that nowhere does it state that I need to bring it, not even on the website, he just said "Well ma'am, you have to know that the website is unreliable. I mean, come on. I also told him about none of the branches answering their phones to which he just said "Sorry, ma'am". I have really tried everything to be prepared, but the whole department is useless and ***********. I mean, the fee info on the website is from 2013!