Nedbank MFC SUCKS at customer service.

My vehicle has been paid up with Nedbank MFC. Last week of Jan 2023 I requested my title holder document and I was told it would cost me R515,00. Which I paid immediately, and I received notification of proof of payment. A day later received a text message from Nedbank MFC stating that Nedbank is no longer the title holder and I can go to my local licensing department. I have been battling with the above mentioned institute to refund my money and pay it into my account. Now the very proud of payment they accepted, is now not sufficient for them to refund the money. It must now be in pdf format, but the format of the POP was acceptable when the money was for them. After numerous emails and requesting a manager to call me, I am still waiting... THIS IS ABSURD AND UNACCEPTABLE. I WILL ALSO TAKE THIS MATTER TO THE OMBUDSMAN AND CPA.