No service

Hi have been under debt counseling for 5 years now. My car has been paid in full. I managed to contact Standard Bank to confirm if the car was settled in full. Upon confirmation, I requested that they courier my car papers to me. This was around the 7th of June 2022. I also requested a letter stating that the car has indeed been paid in full. I was contacted by Nhlanhla Hadebe on the 8th of June 2022 who requested certain information. I responded on the 10th. I tried to phone numerous times but can never get through. All I want is my car papers and a letter saying the car has been settled. Hopeless.