*********** staff at dept of education.. Copy of matric certificate issue

My son, after completing matric in 2008 app**** for a copy of his matric certificate. He went into the dept offices and handed in the necessary documents. They would not allow him to go in and speak to anybody that works there, they just took his documents and came back with a confirmation stating his certificate will be ready in 3 months time but his statement of results says failed which is not true. When compared to his statement of results that he got from the dept and his former school, the marks differ which gives a result as failed. How is this possible.. Gosh it's easier to get hold of the president than trying to get hold of anyone at dept of education. My son has app**** for a job and needs his certificate asap. Our poor country