Poor service

Hi there Peter..I had an accident in March 2017..I was instructed by Dial direct to take my car there for repairs..it was repaired..an engine was changed and it came back with a new disc, hense new engine number...3 years later..I bought a car at CMH Umhlanga, during the last stages they discovered that current engine number does not correspond with the one at bank..so they contacted Dial Direct, they then asked Wayne the GM at Renew it Durban to sort it out. He called me it was on a Friday and he asked me come to their offices on the 1st June 2020..I did, but when I got there no one knew why I was there and I couldn't see Wayne as our Las conversation..I spoke with Katy...what had happened was when they did the clearence at NPA they didn't give me any documentation to take to the bank so the engine number can be updated..I was calling Katy daily..on the 15th June two weeks after my matter has not been resolved..on Monday the 15th I called Katy to ask what's causing the delay she said Ford Ballito is not getting back to them, I asked for who she's corresponding with and contacts I wanted to do follow up...she gave the number, Nishal is the person she's corresponding with..I called Nishal Ford Ballito and I asked why the delay for something they were supposed to issue 3 years ago, he said he hadn't spoken with Katy in a long time he requested an invoice from her still waiting for it..I called Katy again and asked why she **** and requested she foward me all the emails supposedly sent to Nishal, she only sent it (the invoice)after I called her..I then sent an email to Nishal fowarding the invoice and cc 'd Katy but no response till today..For something so simple that's now delaying things on my side, which should have been issued 3 years ago..I also called Wayne and told him I'll have to report this to Dial direct, he said I'd be wasting time because they will call him anyways, insinuating there's nothing I can do except take this bull they giving me