VAF horrible service

It is impossible to get any assistance or feedback from this department. I have been waiting nearly 3 weeks just to be informed what I need to do to get a copy of my vehicle registration form for an insurance claim on my vehicle. To this day I have received 3 automated responses from VAF but not one response from an actual person. VAF in the past also gave horrible service in regards to changing debit order details to the point where I missed a payment because they did not inform me that I needed to make a cash payment for the first payment after the debit order was changed. This is also after struggling for 2 months to get it done with my new bank trying to make contact and not being successful as well as me but with no luck. This is horrible service for a entity that is responsible and liable for such a big expense.