Outstanding Proof of Payment delaying receipt of new car

Good Day

I need to understand why a proof of payment cannot be sent upon customer request?

Autogen approved claim for an accident where my vehicle was written off. You proceeded to pay insured amount to my Absa Vehicle finance account - this was done on 29th of September. I have since been approved for vehicle finance again, however they require the POP from Autogen. I called in yesterday morning to request the POP and was told by your consultant that I would receive it before COB. This did not happen. I called again today and was told it is still in requested status! I need the POP in order to collect my new car. I am leaving on a trip tomorrow evening and need to collect my car tomorrow morning! How do your consultants give contradictory statements?

This is yet another reason why I am no longer interested in being an Autogen client. I paid for shortfall insurance for over two years, only to be told the claim could not be processed as the shortfall is less than R50k and the policy is in the words of the consultant, is only really beneficial in the first two years of purchasing the vehicle! So that was money down the drain, that Autogen happily took.

I need this POP before 12 noon today as I want and need to collect my car.