Shocking service

Paid for my cars papers to be delivered via courier service. I received an email from then acknowledging the payment and confirming I would receive the papers in 3-4 days. Its now been 9 days and still nothing received. I have called their customer call center for the past 3 days, every day they say things like "can i be honest with you, we not sure why it hasn't been sent", they repeat this daily. When I try escalate all they say is the supervisors are in a meeting (all of them, the whole afternoon). I suggested that they ask the supervisors if they cared to step out of their all important meeting for a client escalation, but clearly the customer means absolutely nothing to them! The strange thing for me is that BMW are one of the best customer care businesses in SA, but BMW FINANCIAL SERVICES are the absolute worst.