CMS certificate

I have been trying to get my renewed CMS certificate and it's a constant struggle the Agent by the name of Susan told me that she can not send it to me cause it was already sent on the 21 Aug however I still haven't received it I offered an alternative email address she refused to use it she told me she doesn't work for IT and she can't help. How am I suppose to get ahold of my accreditation if a call centre agent is refusing to assist. I'm really disturbed by the level of disrespect and the image the company is relaying to their customers horrible experience without a doubt