Unacceptable service

So terribly dissapointed. My father purchased his Ford Eco Sport cash in April 2016. Waited for his duplicate key for 3 months after following up on numerous occasions. Service book was never given to us and was only given to my father way after purchase. To date my father has not received his ownership papers. We have been literally fighting for years to get hold of papers. Have been to branch on numerous occasions to no avail. The excuse that was given to us was that papers are in archives and that it will cost us R600 to get papers. This is unacceptable. Why should a client be penalized for the dealers shortcomings? I demand that my 72 year old father be given owners paper by the branch immediately. No excuses will be accepted.