requestment of natis documentrs

I have settled my loan on my vehicle with the above mentioned company on the 29/05/2015 and I put in a request for the release of car documents on the 6/06/2015 providing them with all the necessary information needed with the address for the courier of the natis papers. I was told it will take 4-5 working days for the documents to be delivered. Till now I have received no documentation. I continuously phone them and im given empty promises via the help consultants. I am put on hold for more than 20 mins and at the end I get false promises. I requested to speak to some one in higher authority to get a clear understanding of what is the delay in the deliverance of the documents, till today im waiting for a call. My car licence is expiring at the end of the month, what should I do. I want to understand is this their vision and mission of the company, treating customers like fools . Please provide with assistance or someone who can tell me what is going on?