Paperwork getting lost received from Wesbank

My Mom Payed off her car in January and wesbank send the paperwork to absa to someone on the 10 th floor called SIPHO and now its lost ? And absa wont take some responsibly to resolving this problem so i decided to go to the media as its been 3 months and still no papers for the payed off car . I cant believe how unprofessional i big company like ABSA can be ! Now if we phone the say the are waiting for Wesbank to deliver it again , why dont the so called Sipho lift his lazy bottom and go fetch it him self as he lost it