Missing documents costing me my future.

The Lecturers are amazing but the administration is terrible. On the 31st of July I requested a letter of good conduct/ good standing for my Master's in Educational Psychology application. It has been a month and I have yet to receive anything. Two Universities have already declined my application due to this outstanding document. It is heartshattering that all of the effort I put in for 11 years to get everything in order is nullified by this missing document . Getting through telephonicly takes HOURS and then you just get connected to someone else. What must I do to get any assistance. ***0