Lack of service

Went to renew my car licence - been offline for 2 weeks !! So I said well why don't you do letters for customers saying that Mrs X was here on Y date and we could not process the car licence, signed and stamped. This could be shown to the Police if we get pulled over . " No we don't do that !" WHY NOT. I thought when the new Ceo from the corporate world started things would be better, clearly not