Why does this HR/Admin's don't their responsibilities?

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My husbands works Dubai, UAE and he needs his Certificate of Employment or Contract from HR staff for visa application for me and my baby. It's been Ramadan when he send the request but until now he is still waiting for it. He tried calling them to their office but they're not answering. Why are these people doesn't do their job and responsibilities? It seems like their lazy of entertaining their employees. They should be kick for hiring them in that position and not knowing their job. I wish theres other way to get a visa application without this Contract from them because I don't know when they will release or process it. It's making me sick and keeping me longing from my sweetheart.