Jawaharlal Nehru Technological University, Kakinada - original degree not sent even after certificate is printed

I'm a **** Btech graduate from Prasad V Potluri Siddhartha institute of technology. I have submitted all the documents for the original degree of BTech (honors). In the university website the application status is showing printed. But when I reached out to the university via call and mail. They are telling me to resubmit the application again. But once the fee is paid and took the print out of the application we can't print it again. I have sent the receipt I have when I paid the application fee along with the application and other necessary documents.
A few people received their degree certificates without any issue. But these people are asking for other documents which we don't need to submit.