Worse service when trying to obtain original documents!!!!!

Hi have tried countless times to get my original diploma from a coures i completed in 2019 . Gtaduation date 2020. Due to covid i was unable to grt access to the university exams dept to get my original diploma. I urgently need it now as I have relocated to cape town in 2021 and was still unable to fetch it. I am being told by exams dept that i need to apply for a duplicate which will cost me R470 yet i did not receive my diploma in the first place. Im told to get an avidavit stating why my diploma is missing. How does the university lose an original diploma?? I am not paying for a duplicate when the university is suppose to safe keep documents! I need this resolved asap as Jennine from exams are not responding to my emails!! This is ********* to ask for money for a duplicate when the university cant safe keep documents!!!!