Shemrock School — Certificate not received

Address:

8261st floor Arjun nagar kotla Mubarakpur New Delhi 110003

I am chasing the school principal for providing the certificate of course completion for my ward who could not finish the play group schooling due to pandemic.
I keep following every week with her but she has all excuses to say where either the signatory is not in town, the office is closed or she is busy with her home celebrations.
I feel this is a highly unprofessional way of dealing with things being at a senior post.