Given run around to change ownership of vehicle!

I moved from Absa quite a few years ago after financing my home and vehicle through them because of the dismal service. I see nothing has improved. I have been trying to get duplicate documents for my vehicle which I paid off quite a number of years ago - with no success. On Tuesday, 8th September, I spent over an hour at the Fourways Branch trying to make a payment of R325 to a 1999...account for duplicate documents. I was unsuccessful to make the payment because the only reference allowed is the vehicle account number, which the bank does not have themselves because the car was paid off almost five years ago. The sad thing is that their own Vehicle Finance team was unaware of it, since they kept telling me to use my name and Surname then ID number, then car registration as the reference and all dis not work - wasting my time! Finally, I was asked to email [Email Removed] and was told to make a request for the archives, which I was told I would get a response to almost immediately - I am still waiting two days later! I simply just want the duplicate copies from Absa so I can transfer the car to my own name, as it should be and the bank is giving me the run around!