Poor Service

I financed my vehicle with ABSA vehicle finance and have paid my car in full a number of years ago. When this was done they did not give me the paid up letter and original Natis. Upon requesting this in November 2023 I asked for the papers to be send to Constantia Kloof, Roodepoort Gauteng as I have a buyer for this car. After their normal 7 days I received a sms to say I can collect my papers but at Constantia Cape Town. I contacted them immediately and got an email humbley apologizing and that they will get the courier to collect and send it to Westgate as Constantia Kloof branch is closed. Now its a month later still no papers and the deal fell through. I keep sending emails but no response, by the time I get the paid up letter the 21 days is over and I have to request again. Very poor service and perhaps I should claim the loss to sale from ABSA