Failure to deliver Unabridged Birth Certificate - Department of Home Affairs

My wife and I both app**** for our unabridged birth certificates at the Randburg branch of the DHA on the 24/05/2019. I received my certificate within the prescribed 12 weeks but my wife has not. The lady at the Randburg department gave her the number of the Pretoria office and said that we should contact Pretoria directly as they can't assist. My wife has phoned the Pretoria every week since August and keeps getting the same response. the response being that they can't find her documents and are still checking. We urgently need this certificate and the issue has now become time sensitive. Is there anyone who can assist us in obtaining her unabridged birth certificate?