How am I responsible for your mistake ,Now I’m expected to cough up .

Still waiting for a paid up vehicles papers . We bought a car and settled 2years earlier .Its been close to 5 years since we paid our vehicle.We enquired at Standard Bank Howard centre . They then asked where papers should be sent to ,We requested Standard Bank Vangate .We have visited and called the bank multiple times to no avail . Today we are told for a reprint we have to pay R700 for a mistake on their employees side .At the branch I was met with arrogance .We were not asked for id numbers or our name . They didn’t even look until the manager came and he assisted us to the best of his ability. Now we are getting calls saying we should pay R700 for their problem .Never received a call ,Never received an email neither an sms . Who is responsible for this R700 tha they never messaged us .Its 5 years. Not 5 days for a car fully paid up ,Mind you the debit is still showing active on our Banking app ,But no papers at all . We are selling the vehicle and now Standard Bank is making it very difficult for us