Awaiting a copy of Permenant Residence for 20 mths

I have paid for a duplicate Permanent residence on the 05/08/2013 in the Germiston office. I have been at their office 20 times!!! Somehow they lost that document. I have talked with the manager of that office Mr. Godfrey Mabusela and he promised me an answer as he contacted one of the directors of Home Affairs, 2 month passed now and no answer yet. I have left messages with Mr Jackie Mckay and Mr Jack Monedi - No one contacted me yet. How can it be explained that 1 page duplicate will take over 20 months? How can it be explained that nobody is attending this complaint? Who should I call in order to get the problem resolved? God is not available! and who can explain why the contact details & address of Germiston office is no longer correct as they moved 5 months ago?