Fed up customer: car lock book nightmare

I bought my vw polo vivo in 2016 and was financed by vw financial services. My last payment was on the 15 February 2022. I paid the balloon before the end of February: account was settled. I requested the car lock book in March. I was told that it was going to be sent by dsv courier. I waited but did not here from vw financial services. I phoned them again on 21 April they said they are sorry the request was made but somehow no follow up was made to send the parcel. The parcel will be sent soon, I had to wait for an sms to say the parcel had arrived in Pietermaritzburg. At the beginning of May I received an email saying I am suppose to pay R 57.00 because the parcel was sent to the destination and I did not collect it. How was I suppose to know that it was sent since I did not receive an sms they promised to send. They said they did send the sms but they sent it to the wrong number not the one I always phone them with. The gentleman I spoke to said they were sent the parcel again. I have never heard from them since, no sms received. Today I phoned again and I was sent from piller to post and made to hold for like 10 mins until I terminated the call. Is there another way of getting this lock book. I am fed up with VW FINANCIAL SERVICES