No assistance at all

I app**** for a Matric Certificate Replacement around November 2019.I received an sms stating that I must go fetch it at the Department in Cape town.When I got there it was so full and I was informed that I must come back again as they are assisting students that were doing Matric in the previous year. I went to the Department again in 2020 and I was told that due to Covid19 the office is closed.I decided to contact them again this year via telephone.I have not been getting hold of anyone or hold on the line forever and whom ever picks up the call will drop the call.The person that I finally spoke to told me that she will transfer me to the Exam department and also said that I will need to reapply for a new one,which means I will have to pay again.This is really insane.And I have sent emails and nobody responds