TFS poor service and refusal to assist.

My name is Otlotleng Lentotwane and I am very disappointed in TFS. We have been trying to request the vehicle owners certificate of my Late father who passed away in 2015. We contacted our executor which is ABSA to request these documents so that my mother can do the change of ownership of my Late father's vehicle (which was paid off in 2015). TFS had been sending our Estate Executor from pillar to post asking them they send proof that indeed the vehicle was still registered under TFS before they could request a duplicate of the vehicle registration certificate. I phoned TFS on behalf of my mother to which they advised me that we could also do this process provided that we furnish them a letter of delegation from the Executors (delegating my mother) and other documents to which I did. Today I get an email from TFS stating to me that even though the executors have given my mother delegation and authority to request the Vehicle certificate only the executor is allowed to have access to them. We do not know what it is that we should do now as TFS was and is still not assisting the executor and they still refusing to assist us. We have been at this process for well over 3 weeks now!! My mother needs these documents as the vehicle must be registered I her name. This is truly poor poor poor service!!! Worse part is that even if you try to contact them you will hold for hours until someone picks up and tell you that they are unable to assist you!