Extremely bad service

Good day DHA Please can you assist with this urgent query I have since app**** for a BI1663 in April 2021 and I have not received this document to date I have been doing follow-ups ever since and im being told they are still looking for the BI1663 This is such bad service received for almost two years now….. please may you attend to matter urgently. I will really appreciate your assistance. Please contact me on any further information required. Thank you