Really disappointed - require urgent assistance

A dealer bought and settled my vehicle on 17 January 2024. Settlement quote along with proof of payment was sent to Marquis on 17/01 @ 12:54. Several follow-up emails were sent, only to receive communication from Marquis on 25/01 @ 16:09. The dealer completed and signed the document, sent it back to Marquis on 26/01 @ 08:49 along with proof of payment for courier fees as we require the natis document urgently. This morning I phoned the call centre at 08:09 and the agent informed me the query was allocated THIS MORNING to a colleague (since Friday????). I was told that they will respond on the email that was sent on 26/01. Please also note, I held on for more than 30 minutes before I spoke to the agent), total call was 35min40sec (ridiculous) Also to note, natis requests take 3-10 business days which I understand HOWEVER original communication/request was sent on 17/01 only to be actioned on 25th?????? Time now is 11:26 and STILL NO communication received from the person to whom it was allocated. We need the natis document urgently but don't know who to contact -- email communication/response is pathetic and call centre so busy you hold for 32 minutes only to talk to someone for 3 minutes????