Poor poor service I paid and get nothing

I app**** and paid for vault birth certificate which took over 3hrs in the cue I waited over 4months and was not notified that I must collect the documents which they said would take 3months so I went in on my own waited once again 3hrs in the cue to only be given one document and was told the other one was not there and they can't tell me when it would be all they said was we don't know come another day!!! I was shocked at that reply so I emailed the manager Annatjie Luus who said she forwarded my mail to some one at Pretoria who would look into it and every time I mail requesting answers I get told it's getting forwarded to some one else and I don't get not one response from no body I find this rediculous and pathetic the service or feed back is a joke all I want is the document I paid for it's been over 6 months since then it's a disgrace how bad the service and customer care is in that department this matter needs to be resolved!!!