Non existent service

On the 5th of feb 2019 my mothers husband passed away, hos vehicles where paid off long before his passing but for some reason he never got the original registration papers from the bank.

My mother tried numerous times to get the papers from the bank, I have phoned the bank multiple times was given someones email address and would send the required documentation but no one would ever come back to me.

Just as recent as Wednesday the 12th of Feb 2020 more than a year later, I sent a mail again to *** and other than the auto response I received no feedback from the bank.

These two vehicles are my mothers only assets and the license disks are now expired and we cannot renew them, we can not sell them and she has no income.

This is totally unacceptable.