Passport and Book of Life - given the run around

My son has been trying to collect his passport from Dept of Home Affairs for several months. He app**** for it in the UK and they promised they would send it to Douglasdale office for him to collect. as he lives there now Several extremely frustrating and terrifying trips there (the staff are so arrogant and rude) and several emails to the UK office - nothing. The UK office then tried to contact Pretoria and Douglasdale, and eventually found it in Pretoria, the UK office said they would send it to Harrismith Road office in Johannesburg CBD where he could collect it....today he spoke to 9 extremely arrogant and rude staff at Harrismith Road office, no-one could be bothered to help him, I know nothing, etc. etc. Very arrogant and extremely rude staff who don't give a damn! So now, what do we do???? This has been going on since October 2014!!