Academic Record Requested

I paid R555 for a copy of my academic record and submitted the relevant documents online as per the Milpark procedure. Once a week, every week for the last month have I followed up with emails and phone calls and I receive the same generic email each time. Someone will be allocated to my queries. It has now been a month and I haven't received my academic transcripts. The reception directs you to the Support email and the support email sends out generic emails.