SHAME ON YOU NEDBANK MVF

I am 73 years old and have financed many vehicles in my time but NEVER have I had such poor service as I have had With this NEDBANK associated company. I have been a model client and have fully paid up my car. They then tell me that I am due a refund. Nice news! However, I cannot receive the refund unless i provide them with proof of my last payment and my banking details. Now forgive me if age is dulling my brain, they surely have both at their disposal otherwise why are they offering me a refund which I am legally entitled to. I do not want to go and stand in a bank, put myself at risk in order to provide them with information they already have. Furthermore i still have not received the ownership papers they promised to courier to me. SHAME ON YOU NEDBANK!!!