BMW Finacial Serives Failure

On 03/05/19 I reqeusted NATIS documents from them after I phoned to find out when I will receive the documents after the vehicle was paid off. Then I was informed the documents were posted to a post office where I don't live. So I paid in the R350.00 to reqeust duplicate documents which would take 21 working days. When I followed up on 06/06/19 my reqeust was not received after I did receive a email from a service consultant on the 03/05/19 informing me that my reqeust was processed. Today I phoned again aftern no feedback from the service consultant since 06/06/19 only to find out the reqeust was only processed on 06/06/19. Now is still have to wait another 21 working days & accept a letter to explain to the buyer of this vehicle BMW Financial Serives slipped up & they will get the documents after 21 working days which then will be in the week of 09/07/19 if I am lucky. This is totally unacceptable for a employee of this caliber company to do this. Then on the 6th of June she said the delay is from the "PROXY" side when she did not even submitted the reqeust on the 3rd. I will accept the letter of explanation to give to the buyer of this vehicle but are still totally disappointed as I feel there should be other processes in place when this type of thing happens it is not my fault that I now have to wait 42 days plus for a paper. I will even drive to their offices to get the documents and take them to the traffic department myself to get the duplicate documents. If it take a day's leave it is fine.