Very poor service from the student records department

I app**** and paid for the reissue of academic certificate from UKZN Westville campus on 19 September 2019, i needed it for a Visa application that needed to be submitted on 10 October 2019. This wasn't just a simple fill in application form, i had to get my ID copy and affidavit certified as well as PAY a fee of R270 and send them proof of payment. As per their process, the applicant would need to send in all required docs and their certificate would be processed within 10 days of when they receive it. I submitted my application to the Admin Officer: Miss Kalaivani (Selvum) Naicker as per the universities website and had not gotten any response, so on 20 September 2019 i tried to call the number for the admin officer listed of which the phone just rang, i must have called over 5 times throughout the day. I only managed to get hold of her on 23 September after the weekend of which she hadn't even looked at my mail and application that i sent on the 19th and now that the systems were offline for the rest of the week and she would look at my docs again on 1 October, for which it would "hopefully" get processed. The processing of the Docs take 10 working days and she said that they would need to deal with the backlog first and then only get to my application. There was no communication that their systems would be down and there was nothing they could do.

This is unacceptable that my application which i have "paid" the university to do was not even looked at on the day of submission as they state! She also refused to assist in another way so that my application could go through quicker as it was time constricted even though it was not by my fault that their process would be delayed.

Unacceptable work ethic and this is the institution that we are bring the future generation through.