Pathetic service for ASBA Vehicle Finance

I settled a amount on a car of mine and sold it. I phoned Absa VF to arrange that the new owner may collect the AVAF documentation form the ABSA Branch in Lephalale, I made this arrangement telephonically inside the ABSA branch last week of December as I am working in Ireland.I was told he should go into the bank to collect the documentation and phone absa VF they will ask him security questions and them give him the AVAF documentation. He went to collected is as requested and the bank do not want to give it to him. Apparently there was no note made and the system. I can not go and collect it that is why I made the arrangement prior leaving the country. Now I need to pay the penalties on the Licence because somebody can do their job. And every body is pulling up their shoulders. All calls are recorded. That papers needs to be given to the new owner. I think it it pathetic that ABSA employees can not do a job after you spent 25 minutes on a phone and they ensure you it will be done.