Vehicle finance

We have been trying to obtain a vehicle registration document (of a deceased person) from Absa for several months. They apparently dispatched it to the relevant branch, but despite several calls to the branch and follow-ups with the bank, we still do not have the certificate. We lodged a complaint with the bank but still no response. It seems the bank might have lost the documents and now wants us to pay for a new copy, which is unacceptable. We are now planning to lodge a complaint with the Ombudsman.