Waiting for almost 2 years no hope

Good day I really don't know what to do or where I can get help. Home affairs is failing us. SA uses verification documents for safety reasons I understand but it's hurting when you looking for help and you get non I'm writing on behalf of my mother married legally with our father who is no longer with us ,My mother has been going back and forth to Home Affairs at Mtata after she lost their marriage certificate, she is only asking for reprint she was charged R80 June 2017 she was told she must come back after 3 weeks and she is still waiting up to date, we tried to call home affairs call center going to the offices every month but we get no joy,there are funds that were left by her husband that she need to claim but its failing as she cannot produce marriage certificate and this is ****ing the only parent we left with, I'm writing to as for intervention its been a year and half since she has been waiting please assist us. We cannot go to umtata branch anymore as their service is pathetic, the way they will speak with you is totally unacceptable for people who are called professionals. Please assist