Mondeor high school

Called Mondeor high to follow up on my matric certificate , a lady answered the phone and took down my details saying that she will have a look and call me back , SHE never called me back , I eventually had to call myself , and when I called they told me that my matric certificate isnt at the school , how is that possible I'd I've never received it from the school they have many other matrc certificates just not mine , can someone please relook and get back to me