Poor service.

I have sent requests regarding original documents for my car it now a month. Each time auto reply indicates respond will be given 3 to 5 days, nothing. I called several times they don’t answer phone. I went to FNB Nelspruit they just told me I should continue to call as they are using same number and they experienced same frustrations. My car was involved in accident insurance needs the the original documents. Consultant from Momentum tried to request documents on my behalf was told they can’t issue them to him in May since then I am struggling