Passport renewal online penalty

App**** online for Passport renewal which is due Feb 2020. Although it is less than 6 months before renewal the online system defaults to "no reason to replace"and charge an additional R600. Called the Call centre and were told that the system is correct and the online system does not pick up the expiry date? Her advice to me was to go to one of the front offices and she is unable to assist? Why do you have a online system which does not mimic the true office system and why do you have call centres which cannot assist with overriding the online system?