unexpectedle

My brother in law has been trying to get hold of his cars paper from the bank. But for the last 6months we have just heard one excuse after a mother. From its not my department to the file is lost. Why is it so hard to get ownership papers on a car that he has paid for in full. This indecent as not just put my brother in laws faith in a company tin bad light but myne as well, witch was a great lost if you consider my husband and I both changed banks recently. I will never just standard back to any one. And further more if this does not get resolved soon I will take this to the papers