Mercedes benz financial services

On 23 April I requested and paid for duplicate registration docs of a car I paid up in 2013. Merc said it would take 2 weeks. I haven't recd the docs and their call centre hav a std response ie 'waiting for the licensing dept and we're still within turnaround time'... they dont answer my emails and when I ask to escalate my request, c my call gets cut off after I'm put on hold. Ref 639876