NFC, a division of Nedbank ( DECEASED ESTATE DEPARTMENT)

I am an executive for my deceased mom's estate, my mom had financed her car through NFC(a division of Nedbank) & the car had since been paid off but had either not collected the papers or I am not sure in which Nedbank branch they could of been courier to. I initially went to traffic department & was told to go to Nedbank and have since sent a number of emails with the required documents (letter of authority, mom's death certificate, mom's ID copy, my ID copy and typed a letter). I am now frustrated because I have not received any response or update nothing whatsoever. This is unacceptable!!!