No registration papers

My car has been paid off in April 2019. I called to ask regarding my registration papers in June 2019. I was told that my documents are at legal and will be put through to their line. I was on hold for an hour until I eventually ended the call. No one was ever been in contact with me and it's all quiet now. So disappointing that when they debited my account monthly, there was no hassles and regular communication. Now it's all quiet. I paid off a car, but dont have ownership.