Home Affairs Lost Documents

It has been a year since we are waiting for a Vault Marraige Certificate and an Unabridged Death Certificate. Home Affairs cannot find the documents in their storage facility and we are just being told, sorry. The documents are needed for immigration. The references are: *** and ***. The hotline complaints obviously do not work, even though Dlamini Zuma apparently put up a hotline directly to her - yes, in your dreams!. We do not know what to do anymore, as we were told there is nothing they can do, it is lost, that is it. Anyone with an idea what can be done please?