Home loans department

It’s been 2full years since an email to request Title deed was sent to home loans department, never have I ever thought I would experience this kind of service from them. The first email responded that the title deed was sent to put nearest bank when my elderly mom got there to collect they said no deeds have been sent to them . Months later I sent another email and they told me I need to send other support documents I have been waiting until today. I am not sure if the bank cares enough about their customers. My mom is 64 years and is going to the bank constantly due to the banks empty promises