Volkswagen Financial Services has no idea what customer service is

I have requested Volkswagen Financial Services to send a new NaTIS, and had to pay extra for this service. It was indicated that the document would be delivered within 10 to 14 working days. It is now 30 working days and I have received ZERO feedback from Volkswagen Financial Services, even after following up several times. Customer Service is not a priority at Volkswagen. Volkswagen should change their slogan to das Schlechteste.