NMU certificate query

I wrote an email to NMU requesting my certificate since I did not receive it after graduation due to Covid. I was directed to Nelson Mandela University Exams department, thereafter I was directed to Jennine Bosm*n. Jennine is very rude and dismissive and reflects badly on the institution as its representative. She was not helpful at all and very condescending. I have noticed a few complaints about Jannine but it appears that nothing has been done to reprimand her poor service.