Bad service

My brother passed away early this year, so we contacted wesbank because he has a car loan with them , we were then told by Tshepiso Molala the consultant from Wesbank that the car is paid up, but we have to send through the death certificate, letter of authority and Id, we sent them through 3 times already so that the car's papers could be sent to us. It's been over a month now every time I contact her she does not reply. I am tired of this my brother does not owe wesbank we are still in mourning over his passing, I believe we deserve better treatment that this