Pathetic service toward the elderly

We bought a car at bankfin taken over by absa in 1998 it has been paid off for years but we never received the title paper now that we have requested the paper we are told they can’t find it email after email. This is ridiculous. My parents are elderly and need to sell their car but can’t cause asba can’t find the title or even give an copy of it even after we showed that it in still on bankfin’s name.