16 Weeks LATER & zero feedback

I app**** for an unabridged birth certificate on 08 January 2015. 8 weeks later I enquired with the local Home Affairs office of its arrival to which I was told it had NOT arrived. At 10 and 12 weeks I tried again and was then told to call the \Customer Care"Centre to investigate why it had not arrived. 27 March 2015 - I phoned the \""care\"" centre and was supp**** with a reference number and told to call back in a week. 09 April 2015 - I called again only to receive the same response but after complaining was told my query would be \""escalated to a supervisor\"" and I would receive feedback within 48 hrs. 13 April 2015 - Lo & behold I had not received feedback so called yet again"