Tracking certificate

I have been a MiWay client for +/- 15 yrs but your service is poor now. I have been receiving sms that say I didn't submit confirmation of my tracking certificate. I have submitted to four call center operator's every time when I call I speak to a different person he/she will sent me a blank email and I will respond with the attachment of the certificate. This was done four times so far., but even today I received an sms that I have not submitted certificate. Even on the app it shows no certificate.. MiWay tell me what must happen ??? Must I drive to your office in Midrand to submitt?? because I'm not getting joy from your call center operator's.