Poorest customer care service I have ever come across

I am so dissapointed in TFS. We have finished financing a vehicle with the in Aug 2019. However, they never contacted us or sent us this vehicle's Natis papers. Which now has resulted in us, having have sold the vehicle, have app**** for the papers, after which they were 'kind' enough to offer to put it on our name. We paid the fee on the 03 November and it would have take 10 working days for it to reach us. Well it has been 12 days now, no feedback, no Natis papers and we are so frustrated as each person we speak to has a different answer!! This was an urgent request and they have just shrugged it off! This is totally unacceptable from a big company such as them. They dont react to any email either. This is currently resulting in the 3 week delay of the selling of this vehicle and we also as such also unable to pay the deposit for the new vehicle for which we are now also waiting. Just because of TFS having the poorest customer care service I have ever come across. Its the greatest pity that we have another vehicle that we are also currently financing through them. I wish I could move it, I will never use them again in the future.