Poor services (ABSA vehicle finance and Irene Village Mall Branch)

From 1 September I haven't received my eNatis documents after I settled my account with ABSA. I chose a branch where its convenient for me to fetch the docs. I have been the twice already I called many times they told me the documents are not with them I must check with Southdown branch. I didn't select Southdown branch. Who must track the docs, me or the bank. Unacceptable service. I want my documents!!!