2 months just to re-issue NATES!!

My mother and I are trying to get the nates for a vehicle which has been paid up, so that we can sell the car. The car has been paid up for a year, NEDBANK apparently send out the Nates during last year but never contacted us to go and receive the Nates. Now, for the past two months, we have been struggling to get, and paid for, NEW NATES. The first month not one of the Call centre agent never manage to be able to help us, by telling what we need to do to get new NATES. Now, finally we paid for the Nates three weeks ago, and now it's still not available. The worst part is that NEDBANK lost our NATES because they never told us to go and pick it up, and now when we want it we had to pay extra!!