I was a first time buyer

I was a first time buyer.when I finished paying the car I didn't know that I need to receive car ownership papers. I thought since I was done with payment the car is mine. Paper where send at the branch and I was never notified and the papers where returned to their offices. Only later year's that I needed them. I went back to enquire about the papers only to be told that need to pay for them to be resend. But I didn't request them then. 2. I was never notified to come and collect them. Now i am left with a car that I finished paying but I don't own. I have been in contact with them but no help. Each time I call a consultant says she will escalate to the next level but no response there after.