Why should we struggle with first issue of ID for a child?

They just don't seem to be able to help me. A few years ago, we struggled with my son's unabridged birth certificate at Centurion then was told Head Office fixed the issue and we got the certificate. The passport application also took longer than expected in 2018 when he turned 15. In October 2020, the same problems resurfaced as we tried to apply for an ID at Bronkhortspruit. They charged us when it's supposed to be free and said HO did not fix the issue and the parents were not linked properly and something was wrong with his birth registration -- still not clear as the lady who helped was not friendly. In February this year, we received an SMS received that documents are missing. We called and called and head office said the branch did not send the documents and the branch denied that. They then asked me to email my ID and his birth certificate which I did. It went quiet and on Tue (6 April) I received an email to visit the branch with him. I went there today and the system was offline for hours. But, they checked on the computer and told me The system rejected the application and deleted it because I paid (as if it was my fault) then the branch manager something about his fingerprints taken in 2018. I am so lost and we need the ID for matric and to apply for university. I am hoping that this will be resolved tomorrow and expediated. No responses to all emails sent to the head office and the Minister's office.