Ghosted. Pathetic Service. About to lose a (previously) loyal customer!

I bought my first vehicle through Standard Bank Finance in 2006. I paid up the vehicle in 3 years.

When done with payment I had to ask them to send me my log book. I did not realize it at the time, but standard bank sent me the initial log book from 2006 showing them as the title holder and me as owner.

I am now trying to sell the car, but I can't because I received the wrong title/log book.

I've spent hours and days at standard bank and the local traffic department trying to get the matter resolved, running between both buildings. Initially I spoke to a couple consultants (40-60 minute phone calls) and eventually got hold of a Neo and got a direct email address in which she helped contact the relevant departments.

Standard bank then sent me a letter stating that the car was paid off in 2009, along with signed transfer papers (NCO Forms, ID, Letter) to get the car in my name as title holder. This was 10 December 2022.

Problem is, they have not sent me the actual last log book signing title over to me when the finance period was over. The local traffic department has noted on their eNatis system that the last log book was last procured by standard bank on 17/07/2009, which renders the log book that I have obsolete and unacceptable by the local traffic department.

I explained this to Neo and she said she will escalate the matter but is not sure what more they can do. I've asked for a reference number, but was told that my ID is my reference number. If standard bank sent me the correct log book when they obtained it from the local traffic department in 2009, I wouldn't have this issue.

I've subsequently followed up (weekly) with at least 4 emails directly to Neo since 18 December 2022 up until last week and seems to be ghosted. No response. No communication whatsoever.

Pathetic customer service for a long time client.