Consultant chatting while helping clients.

My mother went to Rustenburg Labour department to fill in claims as she no longer works. She was told to come yesterday, the 16th of April only to find out that Philly didnt capture her details and she couldnt be paid. She is supporting 2 kids and a disabled husband. Whe she tried to ask him after she was assisted by another consultant, he ignored her and walked away. Is this what the government hires people to do to our parents and our elderly. I have sent a complaint to the department in Mmabatho and waiting for feedback.