Idp — I didn't receive my ertf

My ielts results were published a week ago and still when I click on download ertf an error 404 file not found is appearing, I sent an email and they replied with an automated response that didn't resolve anything, I called the office and one guy who doesn't speak English responded ( why idp is hiring someone who doesn't speak english? !!) Again I sent another email, I contacted their number and the robot said the steps of downloading the ertf ( I know the steps ) it is just that my ertf is not existed on the portal. I will lose a scholarship if I don't submit my ertf before 20 january, results are announced since 12 january. Please help