Terrible service is an understatement

<p>Hi</p> <p>I app**** for travel documents for my 2 minor children online and paid the required fees. </p> <p>I visited the DHA office in Polokwane on 9 January 2017 for photos and fingerprints.</p> <p>The applications were rejected by the system after scanning our (parents) fingerprints and signing electronically. The reason given for the applications not going through was that I (father) became a citizen by naturalisation and I should not have app**** for my children’s passports online.</p> <p>But the most frustrating part is that there was no solution provided as to how do I apply for the passports for my children as the officials at the Department of Home Affairs Polokwane do not know what needs to be done. The officials requested me to call the call centre and obtain a solution. Really!!! Is that my job?</p> <p>My children’s current South African passports are expiring in Feb and we require the travel documents.</p> <p>My wife and children were all born in South Africa and I became a citizen before getting married. My children have existing South African passports as well as I and my wife have SA passports. </p> <p>How can the Home Affairs not have a solutions and how that is the Home Affairs did not analyse the different scenarios of citizenship before implementing the new system.</p> <p>On the 13 January I received an e-mail from the call centre stating that i must cancel the online applications and that must reapply. I must call them to cancel the applications. They have my details, why can’t they just cancel and provide a solution?</p> <p>On the 16th January I called the call centre to cancel the application and I was told it will take 24 hours to cancel. I called on the 17th and this time the consultant says it takes 48 hours but to be safe I must wait until Friday.</p> <p>Basically the call centre guys do not have a clue what is going on as I have called a few times and every time when I enquired as to why the applications are not going through, I get told a different story. I was even promised to a refund form for the payment and up to today I have not received it. On subsequent calls when I request the refund form I get told I will be contacted later. Not sure who is going to contact me and when.</p> <p>Basically no one is assisting me and it has been over a week now and I cannot still apply for the passports.</p> <p>If the naturalisation was a problem than why did the system accept the applications forms in the first place?</p> <p>I just don’t know what to do,</p> <p>What kind of service is this?</p>