no team leader no Manager and no one superior than her for me to complain to

Called Psira to find out why an application has not been finalized after so long spoke to Vhongani khaku at 13.19 on the 21/01/2021 was advised it takes up to 3 months to be finalized ,inquired where do I find this on the website or their documents cause all I see seems to be talking about 6 weeks nothing about 3 MONTHS .SHE ADVISED ITS BASED ON THEIR OBSERVATION OF HOW LONG THEIR APPLICATIONS TAKE NOT WRITTEN ANYWHERE ,so Psira makes up the rules as they go asked to talk to her superior to complain adv no team leader no manager no one superior than her that I can speak unless I want to talk to her colleague and she thought this was funny cause she kept on laughing and being sarcastic I did not want to put down the phone till I talk to someone superior was given these names and numbers not even sure if they exist and valid as she refused even give me reference number saying she does not have