NO service to the public

I app**** for an unabridged birth certificate 21/01/2015 to date I am battling with receiving it. I find the call centre a total waste of tax payers money as they cannot assist with escalating the app. My husband & I both in our 30's app**** for birth certificate & received it within 3 weeks. My 4 year old son is waiting for 5 months and yet it still needs to be retrieved from archives. When i call to follow up I am being told \no feedback was received call back in 72 hrs". When I went to complete DHA24 & DHA288 forms to speed the process I met a woman who was in tears as she is losing out so much money with her visa app due to the lack of service DHA is providing. Imagine all those people including myself that is losing money due to DHA. On another note my husband stood in a queue from 7am on a Saturday morning to apply for kids passports only to be told that kids passports cannot be done on a Saturday as the consultant that process it does not work on a Saturday. When I raised this with the team leader he was quite surprised as this was not true. What I cannot understand is they implement a rule and yet they cannot keep up with the volumes. """