I need my lock book.

My car was Write-off and because of the accident I lost my job and I stopped paying for my financed car in 2018. A week ago I called wesbank and I was quoted a discount amount of R90 000 of which I paid and I was advised the payment was received. I have a new car and it is showing my old car was not deregistered and have fines . I am calling wesbank for my lock book since I have settled my debt and I am told I am still due R 24 345. It is not my fault I was quoted incorrectly and I called couple of times to ensure that the payment to put my account to zero is received and now that I want my lock book I am given a run around. I need my lock book I need to make a disc for my new car.