refuse to settle car

i have been struggling for 3 weeks now with African bank, we have finally got the forms from them and our insurance company has filled it out and send it back now they have an excuse that the one manager is not there and is expecting a payment on the loan from us but the money needs to be paid over to them, and they say they will not reimburse us if its not settled by Friday, but no one wants to complete the paperwork and they are playing for time.