Standard bank VAF don't want to send us our NATIS documents

I called with my grandfather to request for his NATIS documents last year September. We were told to pay R880 which we did and sent the proof of payment together with the email requesting the documents and all the other details required. The only response we received from standard bank was to when they asked us to send through the account number or the disk of which we responded with a picture of the car disk then that was it.

I have been taking my grandfather, an elderly to and from the branch weekly to call standard bank and all we get from the consultants is that they will follow up yet there's no communication whatsoever. It's been been four months of going back and forth with standard bank Vehicle and asset finance it's so tiring!!!