The worst department

I app**** and paid for a replacement certificate matric online that supposed to be delivered to me Im going in circles getting my documents as via email request I been said to go to a physical area I once was there in JHB CBD and was said they don't have an app I must start over how the heck can I by told that as I app**** online and paid why must I suffer for their processes that is not correct I am really not ok