Poor service - request for car de-registration documents

My car was declared a write a few weeks ago, my insurance requested the de-registration documents from ABSA so they settle the account. The request was sent to Absa on the 22 August 2017. To date, Absa has sent through the documents. They said the documents will be delivered 7 working days, its been 16 working days already still nothing. I call the Documents Hub department to do follow up and for the past 5 day now the phone just ring, no one answers. (***). Call vehicle finance they tell me they cant help I should keep calling the document hub till the answer. Now everything is on hold because ABSA wont send these documents.