Still waiting on diploma

I am still waiting on my diploma since March 2019. They keep on sending me the following e-mail.

"With reference to the subject matter, please be advised that your query have been escalated to the Awards division for urgent assistants and that you will receive feedback at the soonest .

With the hope of the above being in order, I thank you for your inquiry and your patience in this regard."

I inquire every month since April. I have sent the request twice already. I have finished last year and have received all my results and my account is paid. This is disgusting.