No assistance. No Snr staff available!

After getting cut off and numerous calls since Tuesday. I have explained to Prudence your agent in Johannesburg that I am conserned because we are traveling on Tuesday and still our passports are at the consulate. Application done on 12/04/2019. She then very pleased with herself told me it takes 15 days. Well thank you Prudence. After 2 hours that it took to make our application no one at your centre told us that this might be a problem. Prudence rep**** "oh well they should've". Not only didn't they advise of a possible problem... They punted a courier service to us. My request: please assist with canceling the courier service as this will make it impossible to get the passports even if you get it back tomorrow or Monday. At least we can try pick it up if you receive it. Prudence: " No we cant cancel anything". May I speak to your manager. "No our manager didn't come in today". Great so you the service provider with all the info... did not advise us, neither will you now assist. .... But then again... why should you. Your managers do not work and your staff has no way of assisting and no clue what customer service is! Is this how you operate. We have the clauses to protect us so ***** you. I have already paid for your service after all, why should you care. So 2 passports here! 3rd person traveling is from Durban. Also no help from your centre there! So Thursday today... Please HELP so we can pick up all 3 passports from Jhb VFC global on Monday. PLEASE