2018 Tax certificate

I called in twice on the 26th of Jan and today the 27th, to request my tax certificate for tax purposes. In both calls, the client services agents were unable to assist me as I was told that they dont have any of my records in the system. According to law, the merging company should have kept clients details for more than 7 years before discarding the information. Why is it that there is no information of all the clients that joined topmed? This does not make sense to me I need this certificate as supporting documents, my returns are audited!!!