No delivery and bad customer service

I requested a document pick up from Pretoria SAPS office to be delivered to me in Durban. i have paid since 29th Oct and i was told i will get it on 30th . i have not got it up till now .when i call them they are either telling me that the documents were not ready for pick up or they are telling me to bring tracking number for document that has not been picked up and i was never given any. These are the documents i had received email and sms that they are ready for pick up for over 3weeks now. But she told me one is ready and the other one is not ready . I told her to send me a mail indicating that they were there and were told it was not ready so i can take it up with them. she never did. i sent her a mail requesting an update since Monday and up till now no reply. The staffs are not helpful , they sound as if they are not interested in what you are saying. They transfer call without informing the caller.