Failure to submit Natis Document on time

Car registration no:MWB966GP<br> Module:2007 Fiat Palio 11 go 5Dr (***1)<br> my last instalment was on 31 October 2014,on the 04 November 2015 I sent email to Dala Victoria to request Natis Documentation because I am no longer owing the bank. She told me that she don't work on that Department, but she sent email to Natis Escalation JHB and CC Me, so that they can sent me my request. I waited with no luck. On the 11/02/2005 I sent email again to Dala to ask her how far is the process, she sent an email again for follow up and she informed me that they will contact me ,that was on the 11/02/2015.nobody contacted me up until today.do I have to suffer and bag standard bank to give me my papers or it was supposed to be sent same time. I find it very much unprofessional for Standard bank to treat me like this.do I have to for 6 months for them to issue me what belongs to me.