Clearance certificate city of tshwane not helping

City of tshwane changed the way you apply for clearance certificates. Attorneys has been applying online but some people are now waiting more than 2 months. You can't sell your house because of this clearance certificate. You can't call them and emails are not responded to. Why must we as citizens who pays our accounts every month struggle like this. What can be done to assist us in this matter. Everything is on a standstill due to city of tshwane?