Poor service from MFC

I have requested MFC to urgently send me my vehicle's settlement papers. This request was sent a few times now. They are literally just ignoring me. Every time I just receive a sms asking me to rate MFC's service. I rated it "unsatisfactorily" as I have not received what I have requested. I have subsequently received another sms, indicating that my complaint has been closed. However, I have still not even received a response from them. This is unacceptable. MFC is supposed to have a good reputation. But if this is the service I get from them, then I have to wonder.

Reinette Cell: ***