Very Very POOR service

i have app**** to have my kids birth certificate amended in January 2019, they told me the process may take up to 6 months . I went to Edenvale branch ( where i had app**** for the amendment) they told me they have escalated the issue as it has been too long and i must come back after 2 weeks i went twice getting the same response every time. i then decided to call the *** to ask the what is causing the delay where they also telling me to call back again after 3 days as they have escalated the issue .Every time i call i am being told to call again after 3 days they are escalating the issue . We are calling and following up every 2-3 days with no progress , we cannot do anything with our kids without their updated/ amended birth certificate .