disgusting service

My dad passed away Sept 2015. I have been requesting the vehicle documents since November 2015. I was told they were couriered in July 2015. I did not receive them. I have requested the waybill so that I can see who signed for them. I am still waiting. We paid R415.00 to have the duplicate documents sent again. that was 2 weeks ago. I phone yesterday to get told the request was declined because Nedbank is the title holder. Please explain, how Wesbank financed the vehicle, sent my dad a settlement letter, change of ownership was never done, but Nedbank is the title holder? Please explain that to me???? I phoned Nedbank and the only vehicle on their system is the Opel Utility van. I have been requesting these documents since November 2015. We are now in march 2018 and still no one has been able to do their jobs properly. I suggest you get this matter sorted out urgently, as I am taking this matter further. Your service is absolutely disgusting.