Poor service delivery - Department of Home affairs in Brits

I want to share my frustration and poor service delivery for the department of home affairs in Brits. I have adopted my wife's children whereby everything was approved after a 2 year process we had to go through. The last stop was now by the Department of home affairs where we have submitted documentation mid September 2019 last year already. They have to take of their old fathers details on the system and add me as the new father as well as to change their IDs with their new surname. My wife has send numerous mails, phone calls etc whereby nobody responses (including the Supervisor of the Department of home affairs in Brits). She has attached all the documentation which we submitted last year as proof to show that we have given it to them. she even went there few times where she stood in the rows for hours just to get in front and they tell her, can you see how busy it is, we will capture it when we have time. I really feel that this is pathetic service. You can also try to phone how many times and nobody just answers a phone , and the one or two times which they did answer, nobody can assist you and say you must talk to the Supervisor, but not even she response to mails. Please assist in this matter.