No Title deed from the bank

My sister paid off her house loan on the 4th April 2020.She was then told that she will get her title deed within 48 hours and ahe has been waiting. She phoned the lawyers and they told her to phone the bank. The bank all of a sudden doesn't have history of ever having a house on her name. She has been payong and getting account from them but now know nothing. The settlement amount went into their bank account but now they do not have history of anything.