Bad response on sold item

Bought a car there about 3 weeks ago and I am still waiting on my papers, I have sold cars via them before. They insist on the papers upfront, no sure when buying a car, the same rule do not apply. I have logged 2 request and received no reply. Come on guys, I have been recommending you to my friends, now you disappointing me. *** and your online customer care service seriously need more attention.