Std bank Natis documents

My ex and I had a car financed by std bank, he just never had the chance to change the title holder to himself after paying it off and I was the regular driver of the car, the car was ****** in November 2024 and a claim placed with the insurance. I then called their helpline and they advised they want to speak to my ex since he was the account holder. He called the bank and they sent us account details to pay for the copy of the Natis and delivery thereof. We paid. I sent them the POP and they proceeded to send another email on where the Natis documents must be sent to. I responded and they called my ex to do the security check and asked him for consent to send the documents to me. He gave the consent. Spoke to an, agent called Asakhe. Since then std bank has not acknowledged his consent and have not acknowledged if they will be sending the Natis documents. All I ask is a confirmation of whether they ordered the Natis documents or not. We need those papers to proceed with our claim. I have no car and std bank is just ignoring my emails. I've sent countless emails from my email requesting confirmation but I'm being ignored. This is not right.My ex can't always be calling std bank, he is a very busy man and is in a different province. They spoke to him so many times why can't they just confirm if they will be sending our Natis documents or not! Palesa ***