Stress!

So, I'm starting to get really stressed out about my visa and passport etc. The south african embassy has had my stuff since the 12th August, and they've not replied to any of my emails , calls or answerphone messages. I have 12 hours to know if I will need to pay a whole lot more to change my flights, and if I need to do that, when for and how much longer theyre going to keep all my documents and passport, bank stuff and everything... The website says it will take no more than 10 days to process everything, so why has it so far taken them 21. Twice they've asked for other stuff and I sent it immediately, so why won't they send everything back to me.... really starting to lose all hope :'(