No response to calls nor emails

I am appauled at the service or lack thereof received from Alexander Forbes. I sent a mail more than a week ago with no response. I have been calling every single day throughout the day and their calls seem not to get through. All to merely request a tax certificate. For the size of this organisation, one would expect that there is prompt response to client requests especially when their own auto-response indicate that the matter will be attended to within 2 working days. It's the 7th day and still no response to two emails and countless calls