Frustrated and unhappy

Worst service ever! It took my wife 2 months to finally get an appointment after paying. There was a problem with the system. She booked at 1:30pm and was still waiting in the queue at 3:30pm. They told her that if she wants to speed up the process she must pay R500 and go to the premium lounge which she has done. That reduced the queue from 65 people to 8 people. She is still waiting!!!!