Poor service costing me money

I went for my passport on friday 2018-12-07. Everything went good until today 2018-12-13. I called home affairs call centre, because the people at that branch don’t have any phones, to track the process of the passport. They told me that the supporting documents i gave to them on Friday was only received on Wednesday 2018-12-12. This makes me loose money because i need to cancel my vacation on the last minute. The guy that helped me on Friday 2018-12-07 said he will sent in the documents that day but clearly he only loaded it yesterday. Bad bad.