Horrible Service

I have been a Wesbank client for years after their financed my car. Now my car has been paid up, it is a strangle to get registration documents in order to change ownership. The document were sent to a carrier company without my name or contact number so that they can contact me on delivery. I have raised the issue with Wesbank but I was told to pay R57 for the document to be resent to me. My question is, who is at fault here myself or them. I made a follow up email in January this year and again in April, the documents were supposed to be delivered in Nov/Dec 2018. They are now ignoring my emails and I have not heard or received my documents to date. Matha at Wesbank received the document with the reference number SUBBD ********** 5 returned by the carrier company.