Unhelpful

I paid Gido Group to supply me with a CoC. After the visit from their representative (who is extremely professional) I was informed that I have to physically collect the CoC from their office in Risana (70 km and more than an hour's drive from my home). Their documentation states that they complete the documentation at their office and then it is distributed (which in my understanding meant that it will be sent/delivered). I've sent emails and phoned, but the ladies I speak to refuse to supply me with the contact details of more senior managers to try and find a solution. Company policies should be stated clearly and discussed with clients to prevent such misunderstandings.