POOR SERVICE when requesting my IRP5

I logged a complaint last Friday and on sat, the complaints department from edcon responded to say someone will send me the tax certificate. Monday around 9:30 I sent another email to edcon advertising that I'm still waiting for my tax certificate then a I received a response an hour later fromy "Jane M" asking whether I'm looking for a service certificate or IRP5. which shows their incompetency again because my email states 'tax certificate' I responded almost immediately to say IRP5. it's now 6 hours later and I still haven't received my IRP5.