Refusing with my certificates

Can someone please explain to me that what is it that I need to do to get my certificates, yes I understand it was 2017 November but it was unfortunate I had to relocate because of work, I came to the same offices in Centurion on the 22nd June 2021 personally to collect them should they were kept for me to collect anytime but I was turned away by the lady I found there and said she will send me an email with the link were I can download them, today its the 18th July 2021, I have not received a link from her, instead Im in a position of back and forth emails with a person by the name of Thabisa Magibisela, her last respond was that she will reply before business day on the 9th July 2021, today its the 18th, Im still waiting, I really dont know whats the hold up because I dont have any outstanding amounts with the institution.