Unexplained passport application cancellation

App**** for a passport for my daughter on 11 October 2014. The passport was never processed and no explanation was given. Followed up with home affairs but I one could explain why there has since been no passport to collect. I'm at the home affairs office right now and still they are not willing to assist me. I have the original invoice but I'm told that they cannot reprint a receipt and I must pay again. What happened to the R400 paid in 2014? <br> And why was the passport never processed? How long will this application take? The reference no for the application is YMS-0A5C2A38-2HQDEQ-R