Poor customer service

I am very disappointed with standard Bank I went to the bank several times and make those long call since beginning November 2020 they have asked me to send all the necessary documents and I did for my car. They kept on telling me that they will call me or email me but they don't. I am the one who is behind them. It seems they are not interested solving my problem. I need my eNatis document ASAP can not afford to be going to the branch now and then.