poor administration

my name is Solani I was a student at TUT and I completed my degree the year 2020 and suppose to graduate year 2021 but due to covid 19 the graduation was cancelled ,so I sent my brother who is working that to collect my certificate with my id copy, copy of student card ,but they denied him. I sent several emails asking them to send it via post office but until today I don't have my certificate, I am disappointed about the administration of the university .thank you