Angry and disappointed citizen

A year ago, I requested a volt copy of dearth for my husband to date I have not received. I have been running up and down to home affairs offices, trying to contact them y phone and email no help. I fail to understand why they are taking this document from undertakes and yet when you need, they don't even know where to find it, they can't even provide the scan copy if they can tell what they have done with it. I am desperately in need of that copy as the insurance company need that and they have not paid my money because of the incompetence of home affaires staff. I had to go to the shark loans so that my children can register for their tuition. Can they please tell what to do or pay so I can get that documents an South African citizen.