standard bank prestige

bought a car 20 years ago paid up in full just never contacted the bank for paperwork, eventually contacted them now recently, please note i am a prestige member, i was told 5-7 working days, no contact from courier company or bank, just received a message to state they tried contact me, no one contacted me, now currently been waiting for two straight weeks and then get told i will only receive the paperwork on the 5th May no reason why the delay such bad service and what does prestige entail jack **** service that's what I pay for.