I had the same problem but I think she has trouble with speaking or understanding the English language so she tries to make the call short. So I asked her if she spoke Nepali and after I started talking to her in Nepali she was helpful and transferd me to the right person. But In future refrence it's better to ask her to transfer u directly to Rai dai (i think) in passport department. Oh I almost forgot first time i called she transfered me to this guy (i don't know his name) who asked me endless questions like where i studied, where i worked, how long i had been here, were my parents here, was i maried etc..ect ... i was like man is this guy trying to propose to me??????at first i didn't want to be rude so i answered his questions politely but after a while i just had to tell him i had to go somewhere.