Car papers not delivered

On the 23rd of September 2021 I settled my car which was financed by Toyota finance through Wesbank, and I was told there are issues if they send papers and so forth and I need to pay extra R350 so that they can change it for me and send within 3 days. I did all what they said and even sent the proof of payment with the address of where to send it to, since then I've been calling them and all of their consultants say they will send me an email back but nothing, I've spoken to Sharkiel Wilson, a guy called Thabani, and lots of people I didn't catch their names, and I don't understand since I still have another car financed by them now what should I do to get help from this company