Poor customer service

I recently app**** for a new smart card I'd and passport for myself and my wife and kids birth certificates and passports, we all received confirmation stating that all your passports and smart if cards arrived at the above mentioned branch, the first time we went there they were offline , we were told to come back another day, when we went back on a Thursday after waiting the whole day I was told my passport was lost, they could not give me an answer as to what happened to it, really poor service, I was told that it will be sorted out on the following Monday, no phone calls to let me know, I had to phone back the following week, I spoke to the manger lindiwe, she said that she cannot do anything until they took the same passport of the system , she could not give me a time frame but was told if I can't wait I must pay and apply for another one(is this really happening), she did not help in any way and was really rude, I asked for her superiors number , she did give it to me, I have tried numerous times to call Mrs Smith whos phone is either off or it rings with no answer, I tried the office number which was answered by mbali, I asked her to get Mrs Smith to call me urgently regarding my passport, it's been 2 days and no feedback, I have tried calling the office again now mbali does not pick up the phone, the service is extremely appalling, I need this problem fixed asap as I am going on holiday, regards Dean