Help me to Get unabridged to certificate at home affairs

Hi We have app**** for my son's unabridged certificate certificate in 2017, of which we are still awaiting for it now. I have been calling home affairs since last year November every 2 weeks they keep on telling me that they escalated it to processing unit. They gave me a ref number ***, but nothing is happening. The challenge that I am facing is my son is turning 18 and doing grade 12 this year and they need ID document and he cannot have it without that certificate out. He app**** for his ID last year it was cancelled due to outstanding documentation ( unabridged certificate) so please help me as we need to re-apply for my son's ID as soon as possible. Today I spoke to Marriam Aouto, he said I am not sure if I spelled her Surname correctly. I felt like she was not even interested on my call, I felt like she is giving me attitude. I will really appreciate your help as I don't know what to do anymore.