Where is it?

Good day, so I paid off my vehicle finance on 15 Dec 2021, and phoned and confirmed settlement, and arranged the Natis. Received a sms to say it has been done, was told it will be send to Montana Branch.

To this day I have not heard anything, and time is running out. Yesterday I phoned the branch, lady took my details and said she will get back to me. And till today, nothing. Tried to phone again, with no answer.......

Where is my Natis papers?