Extremely unhappy with service

I am so mad with the service I'm receiving from wesbank. It's been months now since I have waited for my refund. I needed assistance from them regarding my late mother's car papers, they told me they will help and that I needed to pay a certain amount for me to get the paperwork, I did but then since then, they told me that they do not have them anymore and that I should try department of traffic but they will refund back my money. Until today I still haven't gotten back my refund, they are no longer communicating with me regarding this, all I'm getting now is system reply emails from them everyday I seek answers and update. This has been so frustrating to always tell them the same thing everyday. They should just give me back what is mine