25 Years no certificate

I have app**** for an unabridged certificate last year January (10/01/17). I went to check for it throughout the year , nobody wants to help me. They say they are having a backlock and i am not the only one that's affected. I explained to them that i need the certificate urgently and i even asked them to write me a letter to show that i have app**** and it is on its way. But no, they will not budge. The last lady i spoke to was so rude she said i must go report her on the website and i did. But my unabridged certificate is still not here. I app**** for it again in June this year, where they told me that my application will be sent straight to the Head Offices. I went to back after 3 weeks as they suggested but no unabridged, i must wait for an sms. I went yesterday again they say i must wait for an sms, this is what i am being told every time when i go there for almost 2 years now. I try explaining to them that its money that i use to get to the department and my time that i am wasting.