How do they even remain functional

Before I start.. There should be a 0 star rating added for SARS.. On July the 4th we created a efiling profile for my wife, uploaded the necessary documents and everything seemed fine. On the 5th August we received an email that her registration was declined due to not submitting the relevant material?We submitted all the requested documents.. Do you want a pee sample as well? Since originally creating the profile and receiving this email, we got married and she moved in with me. So we thought ok lets get everything sorted, new proof of address etc etc. Having all the documents on hand we submitted it again as it had to be done before the 4th of December. Logged into her profile that was created in July, uploaded the documents (did not receive any errors or anything during the entire process) and thought ok, finally done. We didnt get any feedback at all, So i logged into her profile again and nothing has changed. Clicked on some of the buttons and received an error. So i Phoned them, where they said that the profile should have been deleted if no documents were upload within a certain time period. Great.. So am i the only person since July that has had this issue? Or are they just so incompatent that it takes them more that 8 months to resolve a simple issue?? They will log a ticket and escalate it so that we can recreate her profile. This was in the first week of January.... They said the escalation process takes about 2 weeks. first of all.. Do you escalate your support tickets to NASA? 2 ****** weeks for a simple profile issue that probably just needs to be deleted? Since then i have been contacted every two weeks, my wife needs to verify that i work with her profile every time ( just fyi, We have a newborn, well he is 2 months now (wow, same age as my tickets) so its difficult to contact her). So every time they ask, have you tried creating a profile again.. ***.. how must i know when i must try again??? am i some sort of psychic that can sense SARS has deleted her profile? Spoke to them again today so ill get feedback in march and hopefully they can sort it out. If only they could employ competent and qualified people... what a glorious day that would be..