Unbelievable Service from a Mental Health Dept

A family member has been struggling with addiction and mental health. He was referred to Mahatma Gandhi for rehabilitation and attended sessions as an out patient. His University needed proof of these appointments in order to provide extensions for school work but according to Dr Hamid (claims she's HOD of mental health) the doctor who had attended him was on annual leave and therefore receipt of the letter was impossible. What an unreasonable explanation as he was attending as a patient of the hospital and his psychologist is an employee not an independent contractor therefore this issue should be able to be resolved regardless of his psychologist's annual leave.