Bad service

I settled my car in the 2nd of May 2018. Was told after that I will get a payed up letter withing 48 hours of doing so, I have been calling wesbank every single day hearing the same thing, I understand it takes 10 days for the account to be closed but why can't I get a pay up letter indicating that my Car is paid up.. I have requested papers as well indicating that ownership can now change to my name, nothing till to date.

Please advise why my request has not yet been auctioned.

Regards Molebogeng