Dismal service

I have not receive a certificate of ownership from ABSA Vehicle Finance despite settling the account many years ago. I was told by the ABSA call centre to send an e-mail to *** to find out if the original certificate was issued or not (I know for a fact that I was not given the original) I was also told not to pay the re-issue fee until ABSA confirm whether the original was issued or not. I sent this e-mail on 20 February and to date have not had a response. I need an answer on this immediately.