Poor service

I have submitted my documents to the South African Police Service in Pretoria on the 11th December 2015 of which i urgently need my police clearance. Nothing has been done thus far. It states on their website that the turn around time is 2 weeks. I find that to be rather misleading. To get through to a consultant takes me 45 minutes just for someone to tell me they either offline or I must call next week which takes them less than 2 minutest to check and since I live abroad this is costing me quite a bit.