Failure to put customers needs first

I had a car accident on the 25th October 2015. Riverport advised me that my vehicle was a write-off. Today the 23rd November 2015 (a month later) I still do not have the vehicle because they are failing to pay out saying they only pay after receiving the vehicle registration documents from the WESBANK. When contact WESBSNK to verify, they tell me that they only release documents after the insurance made the payment to the bank. I am now struggling to get to and from work due to Riverport's inconsideration and inability to prioritize my needs as a customer/client.<br> <br> QUESTION: How possible is that you can be convinced, promised good services, and registered within a split of a second, deductions go off without any hustle from me, but when services should be rendered to me, the opposite happens.