FNB inefficient service and non delivery of service

We have been loyal customers to FNB for numerous years. And yet, FNB is claiming to offer services that they cant deliver on. FNB introduced NAV car where customers can renew their license. We paid and app**** for the license on the 28 September. They said it would take 14 working days. To date, we have not received the license disk and the 21 days grave period is done. We went to the FNB branch which did not want to take accountability for their actions but they were quick to take the money out of the bank account for the disc and delivery. Should the car be caught by the police for the expired disc, FNB will be held fully liable for any fines and penalties that arise due to misrepresentation of their so called "efficient" service for the license renewal Please can someone with competence, assist in providing the disc that was paid for