Worst service, *********** consultants and complaints team

I have been trying to get assistance to sell vehicle for over a week now. I started calling the Vehicle financing team on the 03/03/2025 to ask how the process works and have received 4 different answers from 3 consultants and a very *********** complaints agent. I don't think anyone knows what they are doing. My query is simple, i want to sell my financed vehicle, there is a shortfall of X amount, can i get a settlement letter with a special amount (dealers offer) so that they can buy the car then whatever Y amount is left i will settle with the bank but it's so difficult to get assistance and guidance. Right now the settlement amount increases almost everyday and inconveniencing me because of all the delays and *********** consultants and complaints team. I received an email from *** asking me to complete forms after complaining, completed the forms and sent to her but no acknowledgement of the email. How am I supposed to know someone is assisting if no one acknowledges my email.?? Standard Bank has the worst service. I just want to sell the car, make a payment arrangement to pay the shortfall with the bank after dealership has taken the car. Please someone help yeeer.