No care at Home Affairs

I'm following up on my ID and passport application submitted in July. Despite calling the Department of Home affairs in September, I was advised to wait two weeks, but it's been much longer, and I still have not received my documents. I've been trying to call the department since then, but unfortunately, I've been unable to get through. I'm reaching out now because I need to finalize my travel arrangements and would greatly appreciate an update on the statement of my application.