Poor communication and complaint resolution

Horrible communication. My vehicle was paid off, and I was told to collect Natis documents in 7-10 days. I went to the agreed branch after 15 days, the document was not there. I was told multiple excuses of why there was delays, often conflicting stories riddled with contradictions. Nedbank/MFC also refused to take any accountability, blaming everyone under the sun except Nedbank/MFC. During this whole process there was no communication from their side, I had to go into the bank everytime to follow up. When I lodged a complaint about the poor communication, they again just tried to justify the delays instead of the actual complaint (communication) and closed the complaint without any real resolution.