Certificate taken 5 years and still counting years without being issued

Good day. i did my Long term insurance in 2014 and ever since then i haven't received it. since June 2018 i have been trying to get my long term insurance certificate, and the level of service and assistance from the institution is so poor, i have spent my money and energy trying to get the institution to issue my certificate. all i keep getting is we will communicate with you and nothing happens.

Its been five years and still this is so uncalled for , i din't know how this institution get to function on a daily basis and us student have to beg them to issue our certificates. i have missed a lot of opportunity in being employment and furthering my studies because of this unprofessional conduct. wanted to further my studies but cant because i haven't received my credit for this qualification. the institution need to be looked into by the DHET as how many student must suffer because of their bad administration.