Withholding Natis documentation due to supposed "insurance claim"

Years ago, I financed my first car (as a young adult) through Standard Bank. After making payments for roughly six years, the loan was paid in full, confirmed by the bank. However, despite repeatedly contacting them and providing my details, I never received the car's registration documents.

Fast forward a several years, and the issue remained unresolved. Now, I'm facing a new hurdle. As I prepare to emigrate, I want to transfer ownership of the car to my father. Unfortunately, letting this seemingly simple task go for so long, it has become a bureaucratic nightmare.

Standard Bank is withholding the paperwork due to a supposed insurance claim on the car. This claim is baffling, as the car has never been in an accident. They can't identify the claimant or explain the situation, and even questioned me if the car was totaled – despite me continuously driving, licensing, and registering it across three provinces, most recently just a short while ago.

After two frustrating weeks of back-and-forth communication, they lifted the (unfounded) claim and requested my address for document delivery. Moments later, they retracted their statement, claiming the documents were no longer in their possession. Their solution? I should pay for a report (form 164) from the licensing department and mail it to them. However, the department claims Standard Bank still owns the car and needs to initiate documentation requests.

This situation is incredibly frustrating. No one at Standard Bank seems willing or able to provide clear answers or take ownership of the problem. It feels as though I'm doing their job for them. The entire situation raises serious concerns about potential internal insurance *****.