Shocking service from the Department of home affairs

My siblings and I have experienced the worst service from Home affairs, we lost our mom on the 07 January 2020, Home affairs couldn't issue a death certificate for mom because of an identity book duplication. We have submitted everything that was required from us to help solve the problem but until today we still being sent from pillar to post. Today marks day 16 since her passing & we're still kept waiting. We can't do claims without a death certificate. Instead we're asked to re-submit documents we had already given in.

How long does it take to amend an identity document when all the supporting documents have been submitted? We're on week 3 & it's not fair on us