Bad service

I have sent my wife to collect documents for my car and gave her my I'd and hers and we together in ther car, just because the deduction is my name they refused to give her natis docs not even call me to verify as I was very I'll to go. And they told her the process she was supposed to follow which they never explained to me and I also tried to call the branch to find out if documents have arrived as I was told that I will be contacted once documents arrives which they have neve done it. After queuing for three hour on the line she was returned back with no docs saying I didn't instruct them to issue them with docs. My concern is I was never told about the process of collecting docs and not even called when they arrived which I could have explained my illness condition and issue what ever instructions the wanted me to do. And this is not the first time absa tells me different information and not delivering a good service