Poor service!

My mom's car was ****** in June, we need the car papers for the insurance, she went to request all the forms, they said to her they would call her when it ready, 2 weeks later she went in and the lady was extremely rude and said they would call her when it's ready and it takes up to 21 days. Today is 21 days, she went back and the same lady was there, not friendlier, took her paper and went to back and wen she came back she said that the papers is not ready yet! My mom (a pensioner) then said that today is 21 days, the rude lady told her that they would call her when it was ready and she couldn't tell her when that would be. This is unacceptable!! The insurance company wants to settle, but due to the department's incompetency, we can't send them the paperwork!!