Central call centre cannot connect to branch

I wanted to apply for a passport through standard bank. I did the first steps of applying through the internet at home affairs and paying the fees. Then you have to make an appointment at the branch - in this case Centurion. You cannot call the branch directly. you have to go through their central call centre. They are then supposed to connect you to the branch. I tried three times on three different days. The branch never answers the calls. The one operator also sent a message to the branch to call me. I never heard from them. It seems the whole system does not work, because the branch is no longer accountable. I also sent an email to standard bank. They just kept on telling me I first have to apply. They did not address the problem of not being able to contact the branch. I have decided to try home affairs. I will probably get better service there