Study Institution cant provide a copy of last certificates

I have lost my certificates and then tried contacting the Prestige Academy since last year October 2018. Each time i get told that I need to send my details to Ronelle with my id number but never get a response. Tried again this week and to my amazement I was asked again to send my details with ID number. This time I Ellaine tried to assist but the same again no response. Is there anyone at this institution that could assist? Would be highly appreciated....