Tax certificates delayes in response

My pensioner dad contacted Bonitas medical aid a month ago to get his tax certificate of 2016 and 2017.been a month of rmailing them with fail. If he do nit provide this to SARS he will have to pay R6000 penilty also due to his ex emplyer not providibg and guiding him wih IRP5 documents. It ahould not be this hard to go into archives and provide your clients with a document. Daniel De wee membership nr ***