Standard Bank Vehicle Finance

I sold my car and couldn't find my natis papers. My car was financed through Standard Bank. I Phoned in June and consultant first said to me the papers wasn't send to me. They will send it. After I haven't received it, I contact them again. Now it said that papers was send. Say they will send my copies of papers and made I made a payment. Phoning them back with proof of payment (and email proof of payment) they said that they can't send it to me and that I need to get the papers through the traffic department. I asked if the will refund me, but until today I haven't received my money. I've spend more than R200 of airtime to speak to a consultant again but they have high call volumes and I can't get hold of any consultant.