Bad treatment from Boksburg Hime Affairs

I'm writing this on behalf of my cousin Mrs. Lomile M. Rabohlale sadly she lost her husband on the 5th of February 2020. It was a sad loss to all of us. She went to Boksburg home affairs to apply for a new unabridged marriage certificate which she app**** for in Feb aswell she was told that it would take 2 weeks, sadly due to the unplanned Covid-19 pandemic she had to wait. On level 3 she went back to Boksburg to check if her certificate is ready she was told NO! she needs to come back after 2 weeks. She did that till today her certificate is still not available. As a South Aftican Citizen is this how we need to be treated??? Emails have been sent to *** till today she has not been responded. She only has 8 months to submit all neccessary documents to Department of labour and SARS. She is unemployed and really wants this whole matter to be resolved by Boksburg home affairs. The Government and this system has really failed us big time. Answers and way forward would really HELP MY SISTER IN THIS MESS CAUSED BY HOME AFFAIRS...