Lack of customer service

i have app**** November 2021 for my child's unabridged certificate and it was told that it would take 6-8 weeks. it is September 2022 and no sms has been sent to my phone yet. When i do get through to them they are forever offline or the phone continues to ring. Help me understand what is happening at Home Affairs that no one is available to pick up the phone!!! When exactly am i supposed to get my child's Unabridge certificate????