SMD BRNC Issues - After you bought the vehicle, you can’t register it in your name

We bought a vehicle a month ago, we received the Natis document but the Notice of change of ownership was never done. After countless emails and phone calls (that they did not even answer) they came back and said they have problems with their BRNC and are unable to do a change of ownership, how can you sell vehicles to the public if you’re BRNC is not correct? Now I can’t put the vehicle on my name. This is unacceptable