FNB Merchant Place: DHA fiasco

Why get into bed with the Dept. of Home Appairs when you are not going to follow through? I've paid R1200 to get my 3 kids passports renewed via FNB, almost 3 months ago. To date I've been unable to get an appointment at FNB Merchant Place. Does Gertrude Selepe, the DHA contact there, exist? Does she read her emails? Why does she not have a phone number? I've now been to DHA Randburg twice to try my luck there. Once the system was down. Second time, after more than 2 hours they stopped accepting people in for applications. What a dog show! FNB you owe me R1200! DHA pull up your socks!