Terrible service at Nedbank Tsakane mall

I would like to express my utmost dissatisfaction with the service received at Nedbank Tsakane mall. My mother settled her car finance in 2015 and still has not received her NATIS. We then decided to query this with both MFC and Nedbank Tsakane mall. MFC advised that the documents were couriered in 2015. However my mother was not contacted regarding the collection of those documents. When we queried with Nedbank, they advised the documents weren't collected by us they then sent them back and we would be required to pay R550. Nedbank has no record of attempts to contact my mother and confidently expressed how it's our fault. This is utterly unfair practice!!! And Nedbank should be held liable for their negligence. As a client we don't have powers to smell when documents await us at a branch. Nedbank is negligent on their part and should deal with this negligence internally and ensure that the client receives what's due to them. It was Nedbanks respensibility to ensure that the client is contacted. No attempts were made to contact the client.

I await your response in anticipation