Ignou — not received marksheet as well as provisional degree certificate.

I have completed my course in dec 18 and the result had been declared on feb 19. I was told that i will receive the provisional degree certificate and marksheet within 15 days. However, the old address, the postman never delivers ignou's items and as they do not provide tracking details, i'm unable to collect it either from post office. Now this post office had returned back the documents. I tried calling ignou regarding this and to request a solution, however the number they gave is always busy and i'm unable to contact them. I have updated the address and here, i had a good contact with postman so here, i should get. My enrollment number is[protected] and course is bts. Please, help me get this as it is very necessary for me to do more further studies without wasting a year.