Bad service

I have my vehicle, a Suzuki swift, 2021 model financed by them. On the 6th of May and 14th May 2025 I called AVAF to get some documents copies (which are Natis, finance contract, VAF, settlement letter) to compare with another bank if they'd give me a better offer for my vehicle finance but up to date I haven't received the Natis document. The gentlemen I spoke to on respective dates said that they would request the administration department to forward the Natis document to me but until now it hasn't been sent yet I was told it would be forwarded to me in 48hrs. The reference number that was given by Thabiso to me on the 14th is ***3, on the 6th I spoke to Phumedzo, I was not given any reference number though.