Poor service

I have been to the dealership in March as there was a call back for my Ford Eco Sport and they ordered the vin label and heard nothing from them went back to find out what was happening and I was advised that the lady that assisted me resigned and another lady has ordered the label. still receiving no response I called the call centre and they said they were going to escalate the matter but still not joy. I the went to Ford Germiston city as I took my For for a service and asked if they could assist me and the gentleman from Parts tried to assist me in ordering the label and he said that the Vin plate has already been delivered to Joburg city and he cannot order a new one. I then went to Joburg city in September and they said that they cannot find the plate and the vin plate is lost. The lady from the service department tried assisting me and said that they were going to to call me back. It's almost 2 months gone and still no answer and one cannot get thru to the *** does not go thru. This process is really frustrating as it's almost a year and no one know if a tow bar needs to be fitted or not. I need to fit a tow bar as I am going on holiday in December and this whole process is holding me back.

Regards