Terrible service and no answer to phone calls.

I got an email from Wesbank stating the transfer documents for my car will be sent to a DSV locker of my choice. I have responded to that email selecting the locker and indicating what email address and phone number to send the pin on the 25/05/2021. To date I have not received any response from them, nor have I received the pin via email or sms. I need to know why this is taking so long as they indicated that I have 21 days to transfer the vehicle onto my name. And the email also indicated that it would take 3-5 business days, and today is the 08/06/2021. I find it hard to believe that Wesbank can possibly take so long to respond to me.