Delay

I app**** for an unabridged marriage certificate on August 2016. When I was there on August 2017 they say that it wasn't ready yet. Apparently because they did not load my marriage date on the system when I was applying although that I had written down the marriage date on my application form. How come I was never informed about this within 1 year of waiting? Still no one is calling me back. A lady named Julia at the head office is in charge as far as I know. She had an attitude when I was on the phone with her saying that: Who gave you my name?!! She didn't care about that 1 year delay.