PATHETIC AND USELESS SERVICE!!

My mum is flying abroad in 2 weeks time, in November we app**** online for her passport, paid the R400 and got a date in December for biometrics. We went in December and got everything done. However, the application was cancelled due to non payment? Weird! we went back and provided the proof of payment. and they captured it on the system. However, it still reflected as payment outstanding and they said they will send an email for the same. We did not receive any feedback until we went back early January in which they said we must call home affairs - which we did and they said we must email proof of payment to them. which was done. then we waited 2 more weeks, and struggled to get feedback. Last week we were told to go to home affairs branch and get it done. so we went 3 days in a row and when we were finally assisted by a consultant, they advised that they cannot do anything as to application is still on the system pending payment!!!! and needs to be resolved at FNB Merchants DHA. so we went back and they said they aware of the situation and will have it resolved. I have tried calling, 39 times already for feedback but no one answers at all!! We need to have the new passport sent to the travel agency by the end of this week but have no idea what is going on!!! THIS IS THE MOST USELESS BUNCH OF PEOPLE I HAVE EVER COME ACCROSS!! IF WE DO NOT PRODUCE THE PASSPORT WE WILL FORFEIT ALL MONIES PAID FOR THIS TRIP!!!!! SO PLEASE SOMEONE CONFIRM THAT THE PASSPORT IS READY!!! unless you all want to reimburse us for the monies paid already??? Utterly disgusted by the run around and terrible service received!!!!!!