Tax certificate request still not resolved

I have been trying to get my tax certificate for a lump sum transfer for which a directive was requested by Alexander Forbes. It is impossible to get hold of them! I have tried 3 times to phone holding on for more than an hour every time with no answer! I received my one tax certificate but rep**** to say I think there must be another one with no response even after 4 days had passed. The customer service is shocking! I need to complete my personal income tax return but cannot until I get this resolved. There is no way to get hold of them - both the phone and email method is utterly useless. Yet you have the nerve ti’s end me customer feedback surveys twice in the last 2 weeks. Stop sending surveys and actually fix what is going on!