Shocking service from PPRA

As a Real Estate Agents I have been in contact with the PPRA as from the 5th of May 2025. We only require a Fidelity Fund Certificate. We have mailed the PPRA with the required documents on at least 3 occasions and phoned them now 6 time. The last phone call was today the 18th of July. It took me 35 minutes before an agent answered my call. The agent according to me has no technical skills and could only inform me that they will escalate. I requested to talk to a manager. According to the agent I unfortunately must phone again in a months time as he will escalate [ what a joke]. The agent could not explain the meaning of escalation etc. to me. The PPRA is a black-hole as according to me there is no accountability, no ownership and does not exist. I'm speechless and ashamed. The PPRA is not adding any value according to me and has no idea what is client care, what is expected of them or what is their purpose. Shocking beyond believe. Close down PPRA and start all over again or contact me if you have any credibility.