Sort out people's tax problems

I am still awaiting a tax clearance certificate of the deceased, they said it would be through on my email in 5mins?? Its 7 weeks already, 2 weeks ago I called again and was asked to submit the death certificate of which I did and still i have not received anything. As well Sars has emailed requesting a ROTO2 document from AF which is 48 days outstanding already if this is not sorted that amount will be included in my withdrawal benefit. I dont see why I must always put a complaint on this site for AF to get back to me regarding issues, I cannot finalize the deceased's estate because of SARS requesting these documents!