CMJ University — university staff not responding

Hello sir/ Madam
I lost my graduation document and I called university cmj an I was denied to even tell me the procedure.

I called university to retrieve my documents as I have lost my graduation documents I sent a mail to university and they asked me to call at ‭[protected]‬ time 3:10 pm today 14th August.
lady answered the call who was rude and arrogant
When I said I lost my document madam please tell me the procedure.
she arrogantly and rudely replied “ jao FIR karvao and photostate toh hoga na tumhare pass ?
I said no mam I don’t have unfortunately.
She replied jao fir karva fir vo dudh ke dende “
I agreed for FIR but then she said we can not do anything and that’s is the procedure. I said after requesting her to tell me the procedure. She kept on insulting me but She did not tell me the procedure. I said if you will not tell me the procedure I will have to raise a consumer court complaint. She said jao karvao and disconnected I called again said madam please tell me the procedure but she disconnected time and again

I asked many time to tell me her name but she did not even share here name
I called at 3:10 pm today

I complete graduation in Ba in 2013 and my name is kanika walia

Please help otherwise unfortunately I have to raise a case against the university if I will get get expected help from university.

Regard,
kanika