FRRO — incompetent staff

I havw been waiting 8 months to get my visa renewed. I live in mumbai with my husband who is indian and 1 n half year old baby. My visa expiry ws in january & we applied for renewal. We handed over our documents to a lady called swapnalee sitting at counter no. 10 and she told us that the malad police station will come to our home for police clearance & once they send their report to frro office, it will take a week to issue the visa. We waited for 3 months but no cop came for any verification. We kept calling frro & they only said "we. Cant do anything without police clearance. You have to wait". Not seeing the point of waiting, we went to the police station malad to inquire what the delay was. A cop there told us to come the following day. We went the next day and they told us to come the next day with a list of documents. When we went there for the 3rd time, the cop took an extremely long time to find the letter sent to them by the frro office regarding my police clearance. The cop literally searched his entire bench which was filled with piles of papers and files and also the bench next to his and finally he found the letter in a corner of his office. We submitted all the documents they asked for and the cop said they will be making a house visit and maximum 10 days after that, my visa will be renewed. We waited for around 20 days and called the frro office to inquire what we need to do since no cop came for a house visit. They told us we have no option but to wait till the cop comes & then sends them the clearance report. This was in april. Frustrated by the delay, we went back to the police station to see what the hold up was and we were informed that they have already sent the clearance letter to the frro office mumbai. We called the frro office to check & they said they have not received it and told us to go back to the police station and get a copy of the letter they sent & come to them. So we did exactly that. We went back to the police station and requested for a copy of the letter which we got after a couple of hours of waiting. We contacted the same lady (Swapnalee) & informed her that we have got the copy & gave her all the details she asked for regarding the letter & its contents. Days passed, weeks passed and there was no progress. We kept calling the frro office but got no positive reply. Many times i was just put on hold and i could hear them talking amongst themselves etc and then they would just disconnect my call after like 30mins-45mins. Then finally after a few months, we managed to speak to swapnalee again & she told me that they still havent received the letter from malad police station so for me ti bring the letter we got and come to frro office. She insisted i need to be there personally. My baby was sick so i couldnt go for the next 3-4 days so i called swapnalee and asked her if i can send it through someone or desperately asked if temporarily a whatsapp picture will work. She agreed and gave me her mobile number. When i sent her an image of the letter, she told me there is a signature missing on the letter and i needed to go back to the police station and get a new letter with signature. At this point i got really frustrated & told her that it wasnt my job to do this.. Its hers. I have an infant who was sick and she was asking me to do her work so i told her that she needed to contact the malad police station & get the letter. She said ok. This was in the start of july. I have been continously calling and sending msgs to swapnalee for an update with no positive response. Today i sent her another msg to which she responded telling me to go to the malad police station if i had time and meet some cop there and get the letter to which my response was "im sorry but you need to do it & finish this work soon.. Its been 8 months"

I find it ridiculous how incompetent at their jobs these people are. 8 months & counting.. I am still not sure where i stand with my visa renewal. 99% of their work was done by us running around with an infant and still nothing is done. And she actually had the audacity to tell me to go back to the malad police station and see if i can get another copy of the letter. If we are to do everything ourselves, why are they sitting in the frro office? 8 months and counting is ridiculous.in december i was informed it will take 15 days to process & now its 8 months later and i am still trying to get my work done. What if i have an emergency and need to travel. Or i get sick and need to go to a hospital. Millions of possibilities where i need a valid visa here and these people are playing around like its childs play. Really ridiculous and i would really like to make this an official complaint but i dont know where i can do so.