Unacceptable service

I app**** for my sonar ID on the 4th July 2018 and up till today I have not yet received an sms for collection. I called and spoke to Ruth which she confirmed it takes 3 months however my friends also went for their son's ID and it took less then a week to collect. I have been sending several emails and calls with no assistance. This service is extremely bad why put I contact number on the web page if no one can assist us. It is now pass 3 months and yet still no communication. Please confirm who is competent enough to assist me.