Request for Duplicate Registratuon Papers

On 17 Feb 2015 I requested for the registration papers for my vehicle, only to be told by a Customer Service rep at BWM Customer Services that the papers were sent via registered mail in 2012- obviously I didn't get the documents, hence my request. The company did not have proof of the document being sent back to them. I then paid a fee for Duplicate Registration Papers. Today is 21 days and I still don't have the Duplicate Registration papers with me. I phoned and/or emailed daily since 18 Feb 2015 regarding the status of my request. Each time a consultant would respond that they were waiting for the company proxy to return and they would then inform me of the progress. The highlight of this is that on 3 Mar 2015 a customer service consultant said to me that the duplicates were misplaced!!! and that a new set was being delivered on 4 Mar 2015 and I could expect a call from BMW on 6 Mar to come and collect. Unfortunately, to date I don't have the Registration document with me.