Contract Department issue

I have a problem with SA Taxi regarding the Re finance-Buy Back vehicle. I app**** for refinancing and ownership change, assisted by Mrs. Precious Qwabe, who sent us a draft contract for the new owner (my spouse). They said the contract would not be released because the tracker showed a fault, even though the car was not working for two days and no one came. Eventually, they did arrive. We asked Precious for the contract, but she said she is still waiting for the contracts department, which has not sent it since March. Why are things delayed so much? Please help me escalate this to the contracts.