Unpresentable, regrettable, incapable ... after 9 ...

Unpresentable, regrettable, incapable ... after 9 months they have not returned a provision of funds from the signing of a mortgage. I call the first time to find out what happens and they tell me that the notary rejected the operation (updating the house in the registry) due to lack of documentation. When did he reject it? They told me? NO!! I didn't find out until I called. I provide the new documentation and they tell me that they will process it urgently. After 2 months I call again and do you know what happened? They tell me that the notary has rejected the documentation again because now I don't know what else is missing. When did he reject it? They told me? NO!! I didn't find out until I called. Does anyone see this normal ?? I do not. Of course, now my words are not so pretty and they don't even answer me anymore. Next steps: Claim to Liberbank that they have this outsourced service and if they follow me without returning my money, report it to consumption. These types of companies should disappear from the map.