MFC and Nedbank poor customer service

Three weeks ago, I requested the following two documents from MFC and Nedbank. a. MCO doc b. Settlement confirmation letter. I have been sending emails and calling their contact centre to no avail. I sold the vehicle but cannot do change of ownership because Nedbank still appears as the title holder. The above docs will enable me to do change of ownership by myself.

My predicament is that the person who bought the car from me, is now requesting his money back because of this delay. I fail to understand why Nedbank still retain themselves as title holder after the financial loan was settled. This should not be requested but be automated upon settlement.

Extremely rustrated. No call back. No email responses. It's like they don't care after the loan has been settled. ***