pathetic service

Good day<br> <br> I am writing this email because of the pathetic service experienced by your department.<br> My mother went to apply for a passport on 30 November 2015 at Cullinan office, and she was told it should take maximum 8 weeks, she has enquired with her passport number everytime as per your website ( Where she has to send an sms to a certain number preceded by a P)She came all the way from kzn last week to come and check if her passport is available, because more than 8 weeks have passed, and she needs her passport by next week, because she has already paid her boat trip( of more than 5000rand,) Today ,when she got to Cullinan they simply told her that its not there.This is totally unacceptable, she paid the money, and went well in advance, to a office that was supposed to be efficient in terms of dealing with passport applications, and now she is losing money. (she is a pensioner, and this 5000 was much of her savings money, which she now has to lose due to incompetence from your side)I will be taking this matter further. And will not rest till she either has her passport in time, or her money has been refunded to her( not the passport money, the 5000 spent to book the trip)