Negligence of my Natis document.

I am extremely upset with wesbank. I'VE recently paid off my bakkie with them. I've requested them to get my Natis documents and send it to me.. Today I get a phone call from a gentleman in Pretoria to tell me he has my Natis document with him. I phoned wesbank asking them why this has happened and all they tell me is that the system show the document has not been delivered. This is a extremely Important document and is very poor of wesbank to handle such important document with such little care. I still don't have answer why this happened and I'm awaiting a response from their managers/supervisors.