Bad customer service and delaying in business process

For the past 5 years i have been buying cars from SMD all over the provinces depending where it affordable on the auction day and have refered a lot of people to do business there, now lately im suprised by the lact of communicatin and empathy im receiving, i bough a car from you guys and unfortunately i lost the car papers, and i asked for a duplicate and i want to believe the whole process was done right as i went to the branch in Sandton sometime on early december 2020 and to date no paper , no communication and when i go back to the offices im told its the head office delaying, can smd please assist? i used money to buy that car and to fix it now i cannot drive my car or even sell it as i planned because of someone not doing their job and damaging the reputation of the company in the process? the registration is FWL312FS and i want feedback on when i should expect my paper please it long overdue and i demand communication in this regard