Unacceptable service

Phoned the Wes bank call centre *** to request the original log book for my paid up vehicle, as I had purchased a new vehicle. Was told the log book would be couriered to me within 4 working days. After 5 working days I phoned back and was told that UTI are the couriers and they have a backlog. Phoned UTI and was told they have no backlog. Phoned the call centre again and was told that the backlog is with Wes bank. Requested that someone help me as I am unable to collect my new car without the log book. Was told by the operator that Zane ****son would contact me in this regard...well I am still awaiting the call from Mr Zane ****son!!!!!! Is this the service one expects from such a large financer???