I was getting no where either, so you’re not alone.
I did take things into my own hands and fkind the name of the owner of the lease firm and contacted him direct. He was absolutely spot on to be fair!
At the same time I also put a few messages on LinkedIn when
Cupra directors were congratulating themselves or when the sports car team were on Insta. It got a response from their customer services, so that may have made a difference who knows?? I just got so pissed off.
A ship has arrived last week, so you never know. Personally the whole process seems incompetent!