Unprofessional and non remorse attitude

On the 13/07/2016 I went to Roodepoort Home Affairs to submit requested documentation as my ID had duplicate. I was assisted by a lady called Monza. A year down the line I found my application was not processed and the documents I submitted were missing. It was now August 2017 and while at the offices I produce the receipt she issued upon submission and Monza had a nerve to say I didn't have any documents if she issued that receipt. I then figured she was *********** to do her job. I was then taken to a supervisor who I felt tried to help me. Up until I asked my fiance to call her on my behalf just to check on a progress. Well the call didn't go so well as there was some altercation that had arised and I wasn't aware till Mumsy called me to the office and actually she didn't call, I did the calling then she asked me to come. I'm from there now and I can't believe that she called me just to vent on how my fiance was rude to her. Well she could have ask me to tell him to stop calling her when we spoke on the phone. Home Affairs employees are allowed to vent on us while we cant or we not allowed to. Who's servicing who here? Monza didnt even show any remorse after she had messed up and I find it sad really sad cause right now my life is on hold because of this and then you find people like these who are suppose to at your service but you get this attitude of " I'm doing you a favour " Should I go to this office I no longer wish to be served by these individuals.