Absa vehicle finance department no service

I forget to ask for my registration papers when my trailor was paid up I think in 2003. I emailed them all the documentation they requested as the registration papers was in archive. That was on 27 february. I waited the 10 days turnaround time and when nothing happened I emailed them for a progress report. I got a reference no and a few days later an email that stated case close. Ive contact them again got a reference no and a few days later - case close. How must I resolve this issue. I need the papers urgently!