Poor service and no feedback

Because of ci****stances we decided to surrended our vehicle and everything has been done via email. The car is not with us but with an ex work colleuge. We have given all information. And when we enquire about the status they keep saying they are still tracking the vehicle. We rep**** with the contact number and work address of the person who has the car and then we never get any replies from the agent again. Why doe the vehicle have to be tracked for more than a month when we provide all the contact details of where the car is. And then we never receive any feedback from your agent We just need this to be settled so we can make arrangements going forward and get everything sorted