request for duplicate vehicle registration papers

I am logging this complaint on behalf of my mother-in-law, Edna van Heerden who is your customer. She misplaced the registration papers for her Toyota Yaris CY 236-860. We paid R325 into the acc provided by the Queenstown branch, on 29 Jan 2015. We had to email our request plus proof of payment to the email address provided & was told the turn around time is 14 days. Its now almost 2 months later and we are still waiting. Dominic van Gensen told my mother-in-law 2 weeks ago, when she went to query that it will come within about 3 days. When I checked with him today, I was told that he will phone today and find out why its taking so long. This is truly pathetic, especially since we paid end Jan already. Either Dominic does not know what he is doing or their Bankfin division is just pathetically slow in dealing with customer's requests!!! Either way, we need those papers urgently and something that is supposed to take 2 weeks is now taking 2 months!!! Pathetic!!!