Wont help me

Good day, I have made several calls to both you service and IT call centre, and had several communications via email with the call centre over the period of a week and a half. I have asked repeatedly for Momentum to send me a tax certificate that will upload to the SARS website. The call centre insists that the document is not password protected despite the fact that I have sent screen prints of the document properties showing that the document sent to me has password security on it, but the agent denies it. I have left several messages on the IT line ***which nobody ever answers (it forces me to leave a message but no-one ever returns my call). The SARS website WILL NOT accept your document. Is there anyone at momentum with any competency to sort out my problem?