eNatis documents

I bought a vehicle through standard bank finance. The car was paid off 6 months ago and I was waiting for the bank to contact me about the eNatis documents. I called the call centre last week and was told they would have to request the documents,, but first I had to go through a security test. I could not answer some of the questions because they had nothing to do with my original contract. I was told my profile would be locked out for 24hours. I called again the next day and I was again asked so many questions until I ran out of airtime. I called back next day to ask if I can take my original contract documents to them so that that they can verify my details and I was told I can only do the request through the call centre. I'm humbly requesting to be allowed to go to their office in Johannesburg to apply for my documents in person. I have an account with standard bank and I another active vehicle loan account.