Paid off Car Loan that was Repossessed

We paid off the car loan of a relative whose car was taken to be auctioned off and had the title signed over to us. The second set of keys and key fob is missing. Both sets were turned over to the towing company before she was allowed to remove her personal belonging from the vehicle. We filed a claim for re-imbursement of the missing key & key fob, along with two estimates from dealers on what the cost would be for the replacement (as requested from the claims dept.) It's been a month since we paid off the loan, and it's going on 2 wks since the claim has been opened with the claims dept. I am tired of getting the run around (no return calls, everyone passing the buck on who is responsible, etc...). I know they want us to go away, but that's not going to happen. We started with the credit department where the payment was sent, then onto the towing company; next was the auction company, and then to the claim dept who sent us back to the towing company. Do you see a pattern? A letter was submitted, in detail, telling them who we spoke to, the date, time, and when we did or did not get a response. Nothing is working. Suggestions?