No communication/acknowledgement of emails or feedback anymore

<p><br />I have approached Toyota Financial Services (through whom my vehicle was financed - paid off 7~8 years ago), requesting a copy of the registration papers from them. I lost the original papers and the vehicle is still in their name. Now my vehicle has been in an accident and I need the registration papers in order to process the insurance claim.</p> <p>Here is the sequence of events.</p> <p> </p> <p>1) I called them on 29 February requesting the vehicle registration papers. They took my postal address and told me to pay them R462 for a copy of the papers. I did the payment on the same day. Note: no other information was given to me.</p> <p> </p> <p>2) On May 17 (I was hospitalized shortly after the accident - unrelated to the accident), I sent them an e-mail asking where's my stuff.</p> <p> </p> <p>3) On May 20 they reply, saying they now also need a copy of my ID and a signed letter requesting a copy of the registration papers.</p> <p> </p> <p>4.) On June 15 I send them the ID and letter.</p> <p> </p> <p>5.) On June 20 <br />- Since they decided not respond for 5 days, I send them an e-mail to remind them that I have sent the ID and letter. <br />- This time, they respond saying I need a report from the Licensing Department confirming that they are in fact still the registered owner of the vehicle. Their reasoning is that if they are, they can help me, if they're not, they can't.<br />- I respond asking them to please escalate my query to someone more senior (and more competent). <br />My reasoning is:<br />i) why would I pay them R462 if they're not the registered owner?<br />ii) what exactly did I pay them R462 for? Because they're maybe the owner and they may be able to obtain the registration papers for me??</p> <p> </p> <p>6) No response from them. On July 18 I inform them that if they don't respond by July 22 , I will have to get a bit a more active in dealing with them.</p> <p> </p> <p>7) August 4 today, and they have chosen to still not respond.</p> <p> <br />In short, at my very first contact with them, they want money from me, which I immediately paid. From then on, they've been giving me the run-around and now have decided to simply not respond.</p> <p> </p> <p>Except for the initial phone call, I have all communication in e-mail. </p> <p> </p> <p>All I want from them is a copy of my vehicle registration papers so I can:</p> <p>i) s**** the car at the licensing department (the vehicle is a write-off) and</p> <p>ii) process the insurance claim.</p> <p> </p> <p>However, the employees at Toyota Financial Services / Wesbank are very capable of taking my money, but apparently utterly incapable of delivering the service that some money paid for.</p>