Debt review delay

The service at Wesbank debt review department is nonsense they have been telling ne of a possible refund on and over payment of my car installment which was taken over by my debt review company.

Since September they have been telling me to send my banking details and ID and now they keep telling me to keep resending the documents like 20 times can they just let me know if I will be getting the possible refund before the year ends because now my ownership certificate is held hostage by them just because the possibly own me what kind of nonsense is this