Wrong Information and Procedure by Call Centre

I needed a duplicate of my original Vehicle Registration Certificate and phoned the call centre on Monday the 27th to request this. The lady (didn't get her name) explained that I needed to pay an amount and send the Proof Of Payment together with the vehicle license information, copy of my ID and the address where I needed it to be delivered, to an e-mail she supp**** and she will then take it from there, this I did on Tuesday morning the 28th. On Wednesday morning - 08:00 a lady phoned me enquiring as to why the deposit was made, I again explained to her, she acknowledged and the call ended. I expected the process to continue from here. On Wednesday around 15:00 I started to enquire as to where my document is and phoned the Call Centre again, a man explained to me that he cannot pick up anything on the system and that I should phone a different call centre nr and extension. I phoned several times and after holding on for 10 min. gave up. I phoned this morning and and got told That nobody actioned the e-mail send 2 days ago and I must forward the info again and that I actually need to supply a signed request letter. 4 Days wasted, no document, Please Help!