No feedback on application submitted almost 4 years later

I am helping my mum with an application for SA citizenship. The application was submitted on 29 September 2015. To this day, the status of the application on their tracking site is the say as it was on the day of application.

I have previously called their offices and was advised that I my just track it on the site and wait for feedback. I've also gone into their offices and the assistants advised it should have been completed and they would escalate this application. I was also advise telephonically once in 2018 and there was a backlog and they are only starting to handle 2015 applications. That, for me is an absolutely ******* story.

Bottom line is the service is pathetic and those working there have no clue what they are doing. This thing of outsourcing functions of this nature leads to more issues than solutions as applications need to pass more hands. If this application fails I can understand. But no feedback on the status after almost 4 years is utterly pathetic!