MIE's service is pathetic and poor

We are a consulting/recruitment Company and use MIE for all our resources background verification checks. We have had issues with them every now and then and they have however fixed them. But recently their service has gone really bad. We have submitted checks for matric and qualifications that need to be confirmed by the Department of Education for two of our candidates over 2 - 3 weeks ago, We had to follow up with them countless times to get the reports and they keep saying there is no TAT for the DOE. We have been asked numerous times to contact TERRENCE and DIARABETSWE but they are of no help and respond to our email when they feel like and there is no sense of urgency to help us, they are even asking for documents that were already submitted weeks ago. We are now starting to receive complaints from our candidates/resources employees that their contracts will be terminated as we cannot validate their qualifications. We pay for every single check that we do and this is the type of service we get, honestly this is pathetic

Our contact number ***