@dexter_greycells: I like your devilÂ´s advocate attitude! But then again, communication is the key - she could have responded even with a pre-written email saying "Due to information security reasons, we cannot renew your passport blah blah". Since she simply did not respond for over a month, I would say she was just darn lazy. Interns rock!
@Jazmataz - On the topic of system administration (sysadmin) You and your husband have to see this strip -
Not a day goes by when I don't have to work *with* someone from IBM and boy, do some of them have an attitude.
But to play the devil's advocate, the server might have been storing some important data and hence she was reluctant to give your husband a new password or may be she suspected your husband of sharing his password with others! The intern might have bypassed all the due diligence & protocols required and gave him the new password.