Hiding information from clients

To my knowledge, my car was paid up over 6 years ago. Even the Bank stopped sending statements since then. There has never been any communication between myself & the bank and none of my details (cell number & postal address) has changed. I haven't been working for the past 3 years & things have gotten worse now. June this year I then decided it was time I let go of my car so it help put bread on the table, so I get 3 offers for the car. I then called the bank to request for the papers/title. I spoke to an agent, she did all the security check, again nothing had changed. She then advices me that they will be couriered within 7 working days. After a few days I call back and the agent gives me details of someone who would assist me in the Legal Dept. I call the gentleman, he mentions that it's quite an old account, he mentions that if I had not called in again no one was even going to notice the request for papers to be sent. He then advices me that I will not be to receive the papers as they are in the Banks' name not mine and I need to pay an amount of R1700 so it can be transferred to my name and then advices that they have also withheld the disc renewal documents. My question is, why was I not advised on the amount that I suppose to pay, no communication was made non whatsoever, no calls, letter, statement nothing from the time I payed my last installment. I checked on my credit status and the account is in " Account payed up" status. Should I have known while I was still employed I would have paid the amount. Nowadays you cannot sell a car without papers, I have lost out on the offers, meaning no bread on table for my kids, ends still can't meet. Where should I get this amount and I'm sure there's still more that I'm not aware off and MFC is just sitting on that. I really need the papers.