Unprofessional behavior by employee

Good morning On the 11th May 2022 I initiated a selling process for my car online, everything went well and I was connected to the rep who then took me through the whole process. He set up an appointment for me to bring the car through for assessment and evaluation which ny wife did and we agreed on the price. On the 13th my wife took the car through to finalise the transaction, unfortunately she forgot the original Natis at home, and Thys arranged with one of his colleagues to accompany my partner to the house to collect the Natis so they can process payment instantly and then he can drive back to the showroom with the car. When they got the house they took a picture of the Natis to send to the admin guy called Benjamin on his instruction and he kept on saying the document is not clear and I couldn't understand why he couldn't obtain it from Thys as he had the scanned one. Benjamin insisted that his colleague sent him my house location so he can come to my house and take a picture of the Natis which didn't make sense to me. When Benjamin arrived at my place he insisted on entering the yard and eventually into the house which made my wife very uncomfortable. He took a picture and finally left after he had said a lot of things but still did not process the payment. My question is why did he come to my house and still not process the payment? The following day my wife had to go back to the showroom to drop the car. When she got there Benjamin didn't arrange transportation for her to go back to the house instead he asked her "why don't you call your husband to come and fetch you?", which she found to be very offensive and unfair. The showroom is way out of town and my wife battled to get an Uber back home but she eventually she found one. 1. I want to understand why Benjamin had to come into my house? I want We buy cars to investigate this matter and advise me on the outcome 2. Why could he not confirm receipt of the original with his colleague that Thys sent to accompany my wife to collect the original Natis since he had possession of the original and then process the transaction? 3. Why did he not ask for the soft copy from Thys so he can process the transaction? 4. Normally field agents will confirm receipt of all documents and then payment gets done right away, why was this one so complicated . I am very uncomfortable with with how this transaction went about I will appreciate some answers to my questions and possibly a recourse.