Appauling service from Mercedes Benz

I have been a loya Mercedes cuatomer for 10 years. When I asked Mercedes-Benz Financial Services for certified copies for almost two months, I had the most terrible experience. They are giving me the runarounds. I am frustrated at the moment because it is festive season and I am immobile. I have been paying instalments for an automobile for 4 months that am not enjoying its services and they definitely do not care about customer's well being. I asked for a loan car so that I can be with my family and still waiting.