Not getting my car ownership document/s

I bought a car in 2015, via Nedbank's MFC. It's a VW Polo 1,4 Trendline. The car got paid up in 2021. After the car got paid up, I requested documents for the change of ownership. I have been struggling to get the documents, despite having been told by them call and make that request. I got to be told of Legal Departments, then other departments and or / individuals, it's never concluding.