Failure to reprint certificate for more than a year

Last year on September my place burnt with everything inside , I went to re-apply for my certificates from the Department of education and waited for over a year to get some of them but there is one that is still outstanding and when I constantly contacted my FET college they further referred me to Dina Du Plooy and Grobler at 222 Struben street in Pretoria. I have been trying to ask Du Plooy to help me with the certificate so that I can apply for employment again as my life is on a standstill but she gives me attitude and said she is not willing to help me