important Docs Missing

I requested my vehicle registration letter about two weeks ago and requested it to be delivered to Absa in Arcadia. I went to follow up about a week later to realise the branch was closed and will be open on the 27th Nov. Indeed on the 27th I went and had to stay in the branch for over 2 and half hours for them to trace my document's. I contacted the call center and they gave the tracking number stating that the docs have been dispatched on the 17th. They told me that they don't know where the documents are and someone who received them does not know where she put them. The level of incompetency,looking after important and confidential documents beats me. I'm still waiting for Absa to contact me.