Negligence and poor customer service

I was in the process of selling my car to them and could not finalize the sale because the log book was missing. I specifically said in my application that it was missing, but due to their negligence, they proceded with the transaction. I was given a preliminary offer which was subject to an assessment. The agent could not come to my location (township), which appears to be racial profiling, so he asked me to bring the car to town (Empangeni/Richards Bay). After I had borrowed money for petrol and to sort minor vehicle repairs, the agent tells me they don't buy vehicles without log books. He opened my application and confirmed that I had indicated that in my application, and he said the mistake was from head office. If they had picked that up from the beginning they should have cancelled the transaction, and not give the preliminary offer. Now they are ignoring my emails, I received a call from customer care 2-3 weeks ago and that was it. The loss that I have incurred as a result of this transaction has affected me tremendously. I'm a student, I pawned my laptop to finalize this transaction. I was desperate to sort out urgent personal issues and I was willing to give up my car for that.