GEMS unable to back up amounts stated in tax certificates issued by themselves

SARS requested a breakdown of an amount stated on my Mom's tax certificate for the year ending Feb 2020. I've not received anything that will be acceptable to SARS.

I've spoken to FOUR people at GEMS (most recent call ref *** and MH***) starting 9 March 2021.. Their telephone ***.

I have sent numerous emails to *** containing the required documents including the letter of executorship, ID, death certificate, the tax certificate in question. GEMS has confirmed receipt thereof.

The document that GEMS sent on 15 March 2021 10:59 AM via email *** was of no use whatsoever. This was confirmed in subsequent emails and telephonically by two other GEMS personnel.

HELP PLEASE.