4 Months and still no trace of vehicles papers

In 2003 my wife bought a VW Golf through Absa Vehicle Finance. I asked for finance and the application was granted. For the next 54 months I paid the car. Unfortunately I never received the papers from the bank. On 10 November last year I wanted to sell the vehicle and realized the car is still on Absa'a name. I phoned and Absa said they do not have us on their system. I them produced an old statement. Then Absa said they forwarded the documents to Absa Quagga Centre. Quagga Centre then said they do not have the documents. Back to AVAF. They said I must pay R480 for requesting new papers. I refused to pay. I never received the documents. Absa could also not prove that I did receive the documents. I have been continually in contact with Absa, but to no avail. No telephone messages are answered, no e-mails are answered, no messages left are answered. I am seriously thinking of never doing business with Absa. Last year my company paid more than R14 000 in bank charges. Ek is gatvol, ek is die bliksem in.