Pension Certificate 2013

I wrote to Alexander Forbes asking for a Pension /Provident certificete of 2013.Did this exercise on the 8th September 2020 also went to one of their branches in 189 Clark Street ,Brooklyn ,Ptetoria but I got the security officer who gave me a form that I should fill stating my quiery he assured me that even if I do come the following day the same form will be issued to me and I did likewise by filling the form which he was to submit it the following day to the reception lady based there as it came out from him that the person who is handling the Pensions works from home during this period of covid-19. Yesterday I called the contact No.*** had to hold THE LINE while I was informed that they are generating the certificate but up to now I have not received a concrete response because the lady who was on the line refused to take my email address as I did ask her to sent the certificate once it was generated .No did I received a phone call from them as I was asked of my contact number and residential address .I feel that their service is not proficient that the person must really wait for more that 24hrs while they are generating the pension certificate of 2013? One does not get no joy when contacting them via their contact number ,website and even physically visiting one of their branches asking for the certificate?