Employees have very little knowledge and just know how to escalate

My mother passed away on the 23 June 2021. Since Monday I have been asking GEMS to send me a final Tax Certificate from 1 March 2021 to 23 June 2021. They have no idea what I'm talking about and keep escalating the same problem. I have received this tax certificate from the Pension Dept, Metropolitan, Old Mutual with no issues. SARS want this Tax Certificate by the end of today (Friday). I've told GEMS this on numerous occasion, but the just keep escalating. Please can someone assist me. MH***