Standard Bank Killarney Mall

I received sms 30 November to collect my Passport from Standard Bank Killarney Mall. Going to the branch every day since then, driving there, wasting my time and petrol. Only to be told they offline They give you a contact number to call but this is of no use, because no one answers the call How can i get my passport, do i need to reapply. After all, we have paid R600 for this service, its not for free