car papers not delivered

I paid the settlement amount of R51335.62 on the 5/11/2015 . I send the email requesting the papers to be send to Nedbank Alberton Branch . On The 10-11-2015 they said the papers will be delivered with in 5/7 working days. The email that I used is [Email Removed] . I went to Nedbank on the 24-11-2015 they said they don't have the papers . On the 25-11-2015 I send the email requesting the papers . The email was forwarded to Parks he did not respond till today. I went today to Nedbank Alberton Branch They still dont have the car papers . Can you assist me regarding this matter.