Poor service and irresponsible

We paid the final payment on our car in April 2019,and Westbank promised the E-Natis documents would be couried to my partner at his work address. We never received the documents (as the courier left the documents with some random person at his work). When we requested that they resend the documents to us, they told us that we would to pay an additional R400 odd to request duplicates if we misplaced the orginals(again, we never got these). My partner then had a heart attack and we never got round to requesting the documents. In Feb 2020,our car was written off in an accident and our insurance company wants the documents as part of the settlement. We then paid the amount and emailed pop to ***. About 4 days later we called up Wesbank, only to be told we were given the incorrect email address. I then emailed it to ***. Today(5 working days after the original proof of payment was sent through),we get an email saying that now we must fill in a consent form and return it with ID copies. So, my complaint is as follows: Why did the courier leave the papers with a random person? These are important documents and Wesbank should insure that the right person gets the documents. 2) Why were we not told about the consent form on the first call, so we could have sent everything through at the same time to avoid this delay.