Poor service

I have app**** to change my sons surname in 2021, it is more than a year ago and we still do not have his new birth certificate. The service at home affairs are terrible and the numbers they gave us to phone never get answered. When can we expect to get the new birth certificate.? They told me I have to wait 3-9 months, it more than a year already!!! Terrible terrible Government that we have!! What should i do, nobody get back to us!! My son needs to get a passport but he cant because our government can not do their work!