Lack of feedback/ response

i have app**** for unabbridged birth certificates for 2 of my daughters on the 3/8/2014. to date i have only received an sms for 1 of the birth certificates, the other 1 i was given a case number-***. for the past year i have been calling with the same response everytime please call next week as we have escalated your case and it is not yet resolved. i have called and asked to speak to someone senior or even to give me the department who is handling the cases number so that i can find out what the hold up is. nothing to date as the call center does have their number. so my question is -is my case been attended to- no i dont think so because a year later and still the same answer i get call next week. this is very frustrating because i had to cancel my holiday plans because of this lack if interest in assisting me, my daugher will be going to high school next as well so i would need to have the birth certificate to register her as well. can some one please assist me as i am running out of patience. the call center staff i know are just doing their job and they are friendly but they are not able to assist me.