Bad customer service

I was financed by mfc for my car from 2014, I requested a settlement letter in December 2019 to pay off the car. The call center agent advised I pay a portion of the settlement amount and wait for the December debit to go through as it was still going to deduct for that month than I will only settle the remaining balance which was a few rands. The settlement letter stated that change of ownership is already included in the total amount. I made payments as advised. I was promised to get my documents after 7 working day that was around the 9th January 2020. I have been going to their Vereeniging branch to collect on a weekly basis with no luck. Everytime I phone the call center I must speak to a different agent and start my story from the beginning. Their team leader (Mxolosi) is the person I last spoke to in December and he promised that the account is closed and I will receive documents in January the 9th. When I ask to speak to him I'm told he is not available for me. I was referred to their *********** supervisor (Gragam Mthembu) whom I spoke to two weeks ago he then told me I must do change of ownership myself and he assured me he will personally handle my case and I must collect the documents on the 19th Feb (7 working days), yesterday I was told there is nothing for me at the branch. I foned the call center then they refused that I speak to the above mentioned personnel and had to again deal with another team leader (Elaine Saye). My car is paid up now I can't get my documents after more than 5 years of loyalty to my debt.