Bad service and not displaying the TCF ruling

I called absa 25/11/2020 to ask for my outstanding balance for my car. And a banker told me that my account is paid up I also have a refund that will be credited in my account,also my car papers will be sent within 5 days. On the 1/12/2020 I received a call to collect my papers went to the branch.Once I'm in the branch I was told that i can no longer get my papers as my account is still in arreas. So to my knowledge and the banker checked as i waited for hours in the call waiting for him and he confirmed that the account is settled and gave me a ***. Reported the matter to absa complaints they just told me it was an incorrect information given to me as they can't help. So I fail to understand how my car papers was sent to the branch .So its *********** and neglecting of duties .So I want my car papers and my refund as it was confirmed. And how funny they call the branch that I must not be given my papers then in the branch they just shout my surname that if she comes don't give her car papers I went to the teller and told her I'm that person why must you shout