Headache Email Communication for something very SIMPLE

We have car registration documents that Wesbank is still in possession of, since October 2020 we have been going back and forth with difficulty in order to get these documents.

We sent every document under the sun multiple times and paid all fees required but we keep being sent Third Party Registration requests instead of our query being addressed, despite the fact that we have been approved as 3rd Parties and been in communication for months.

Now when all is left is for them to courier the document, nothing is happening. Our query keeps landing in different hands at Wesbank, no one person is addressing our query. It's all over the place, no order at all.

emails: *** and *** o behalf of Christine Snowball.