Mumbai University — Did not get duplicate certificate even after 3 months of payment

I had applied for duplicate marksheet on 31st march 2021 and made the payment for the same. The stipulated time limit was given as 19th April 2021. On aaple sarkar website the application status is showing "forward" since the last 5 months with no other update... Tried calling on these numbers: [protected]/ [protected]/ [protected] but no one is picking since 5 months. I stay very far and I cannot visit university again and again as I cannot get train tickets during covid.
My application form has now an "appeal form" which asks wierd details and I have no idea how to fill it nor there was any instruction regarding this given anywhere. Please help me on what to do and how to proceed.

The appeal form asks details like:

1. Name and Designation of First Appellate Authority/ प्रथम अपिलीय अधिकाऱ्याचे नाव
2. Address of the First Appellate Authority/ प्रथम अपिलीय अधिकाऱ्याचा पत्ता
3. Email & Mobile No of First Appellate Authority/ प्रथम अपिलीय अधिकाऱ्याचा इमेल आयडी आणि भ्रमणध्वनी क्र.
4. Name of Applicant/ पात्र व्यक्तीचे नाव
5. Address of Applicant/ पात्र व्यक्तीचा पत्ता
6. Email & Mobile No of Applicant/ पात्र व्यक्तीचा इमेल आयडी आणि भ्रमणध्वनी क्र.
7. Name and Designation of Designated Authority/ पद्निर्देशीत अधिकाऱ्याचे नाव आणि पदनाम *
8. Address of Designated Authority/ पद्निर्देशीत अधिकाऱ्याचा पत्ता
9. Email & Mobile No of Designated Authority/ पद्निर्देशीत अधिकाऱ्याचा इमेल आयडी आणि भ्रमणध्वनी क्र.
10. Grounds for Appeal/ अपिलाची कारणे: [with options of: services not provided at the stipulated time/rejection of application]
11. Relief sought/ मागितलेले सहाय्य: [provided with a blank text box]
12. Any other information necessary for filling appeal/ अपील दाखल करण्यासाठीची इतर कोणतीही आवश्यक माहिती : [provided with a blank text box]

Apart from the applicant details I am not able to understand what to fill in the rest of the options. Please help me.