Horribly ridiculous customer service

Wesbank was supposed to have my registration documents for my written off car delivered to my insurance company by their preferred courier company. They say they delivered it on 17 April 2015, upon further investigation they gave the courier company the wrong address and the documents were delivered incorrectly which apparently no one now knows anything about. We are almost a month later 15/05/2015 and after hundreds of rands of phone calls up and down and passing the buck each and every time, they still have not assisted me to recover or reprint the documents. Today, they say they will send a letter to the company where they delivered to ask for it back they will not reprint at this time... A letter? How long must I still wait for them to Stop dragging feet and help me, seeing as it is their fault after all that the documents have disappeared... The worst is I had the accident in February and they have been fully settled... They have their money!!!! So do I, as their client who paid my installments religiously every single month without fail, not count anymore? What happened to customer service???? So angry!!!!! I refuse to phone them again and waste airtime, hence Hellopeter!!