Incompetence at its best

I requested a settlement offer from STD bank vehicle and asset finance to settle my vehicle. They emailed me the Quote and I settled the account. It's almost 3 weeks now and when I called them I was told they would contact me. I need my vehicle logbook sent to me as I do not owe them a cent! Now my account shows that I owe an installment which is not the case as I paid what was due according to their quote. I sent an email, and there has not been a response.