Unprofessional and bad customer service

Department of affairs in soweto they misplaced my brother ID card that he app**** between June and July and in August they sent him a message to come and collect but when we arrive at home affairs to collect they told us that they don't see his card we should come on Monday which we did and then they told us they are off line they will call us till today they haven't called us back. I have never experienced such a bad customer service and when we ask for the management they tell us that he is not in and its for the 3rd time we went to look for him so that he can resolve the matter