Documents are not being registered

I have been trying to fax a bond cancellation notice to Standard Ban since 01 April 2015. They gave me a fax number and said that there is not email address available to send the docs to and that it will take approximately 5 hours for them to register my fax. I have been following up since 01 April and have sent the docs through about 6 times now and when I called this morning, 07 April, they have STILL not received the docs. How can it take 5-6 days for a fax to go through. This is not the first time that this has happened. This happens every single time I need to send them documents. It always takes more than 4-5 days for them to register these documents. When I eventually got an email address, they say it takes 5 hours for an email to get through to them and then only they can capture and update my details. I cant apply for another bond until they have registered my notice to cancel my existing bond.