3 Months no feedback, now to be told you gave my vehicle papers to a stranger

I have sent a complaint on hellopeter previously regarding my Natis papers that have not been received 2 months later after the car has been fully paid off- and this with 2 months of complete failure from wesbank to give me any feedback on continueous requests and follow ups only from myself. Last week i was contacted by a lady who wanted to follow up (only now because i complained on this site). And to make things worse I was given feedback that the Natis papers for my vehicle has been delivered and handed over to a complete stranger. I was told that they will follow up with DSV to investigate. This was last week Thursday, still not a word of feedback untill now. This means between you as Wesbank and DSV both sides have no control or care for what you do and I can only assume these papers are lost, gone and cant be retrieved. I suggest Wesbank refund me back in full for the total financed amount immediately and come fetch the vehicle from me. I will not have a car without its papers. And you have wasted enough of my time. I could have had a new car 2 months ago.