Urgent help!!!!

App**** for an unabridged marriage certificate at the rand burg home affairs office about 2 and half months back....we cannot move ahead with our application for residency in the Netherlands without this document.. Each time I phone the call centre, they keep telling me the same story, I have submitted all documents required. They now want a copy of the marriage register which the pastor do not have but has given us letter stating that the register has been misplaced... I emailed various people from home affairs and no one has responded... I cannot tell you how this is affecting our entire process.. And might even mean that my husband and child will leave before I can leave as my daughter will start school in the Netherlands in November... Can someone please show some heart and assist in getting this document completed...