Webank corporate bullying

I paid off a vehicle with Wesbank. Once complete they offered to change the NaTis documents into my name and courier the NaTis documents for a fee which was duly paid. Their courier company lost the documents They now say that because the documents are in my name, that it is my problem to fix which means spending a day at the traffic licencing department What a cop out - they mess up but the problem is now mine What is the difference between this and danaging something in the courier process- service not delivered and damages incurred corporate bullying no apology either don/t use Wesbank