A deliberately obscure process for passport applications.

I've made a passport application appointment. I got an email saying I need to print the barcoded appointment confirmation. A document that is not provided by either Nedbank or DHA. I've been on the phone for 2 hours, calling from London. I've wasted a fortune. First, Nedbank have deliberately tried to make it impossible for anyone outside the country to call. I managed to find a number that is soon to be disconnected. But every person I speak to (I have to keep calling back) gives me a different story and different phone numbers to call. Not one has worked so far. Most aren't even valid phone numbers anymore. Eventually it transpires that there's a very convoluted, undocumented process to follow. Something it took over 2 hours and a lot of different people giving different stories to discover.