Bank failed to stay on their Laws

i emailed the bank to assist me to surrender my car in 2023 July. they sent their Agent to assess the car after 5 months. i signed off all papers to sign off my name. car was not collected even after that. arrears has been goin up since then. even today the car is still not collected. the bank does not respond to my emails or assist with via calls. why does it accumulate arrears while i did sign off and ask the bank to collect. why send a third party now to take legal actions.