poor service and knowledge between divisions

On the 13th of January 2016 I went to the bank to request for title deed as I was referredby estate department. The person assisted me told me that she lodged the request I must come back after 5 working days. Of which I did on the 20th January. I was told there was a letter written Blose that came but they not sure if it was myn as the managers surname was also Blose but they could find the letter. The consultant was on the phone for almost 30 minute try to convince the other person on to get the contact for legal department, eventually I requested to speak to the person, I explained every to as he was referring us to estate. He eventually did a request for a copy but I want original ok I said to my self fine let me wait for the copy that and requested original later, he said I will receive it on my email. On Monday. But nothing I went to the bank they told me they can't assist as the lines are not working. By.All I want is the original title deed to make transfers and finalise the estate.I log a complaint with STD but my query is not resolved. ***, ***, ***