Can anybody help us get my fiance his visa from home affairs Pretoria it is there for 3years andsince then there was no feed back or any reason for not getting it

Me and my fiance from 4years have been to the home affairs for a visa to get married more then 3years we have been send up and down and eventually when we had all the documents they say 2weeks it is more then 3years later no feedback no email and there us never a answer when you call all the time I could track the documents but know it say the no is invalid so how is that possible.The reason for the visa was for us to get married before my father passed away and know my mother also passed away it is sad can anybody please help us my fance is German