I want my Natis not stories

Never in my whole life have I had this type of experience I have never been so disappointed regarding my Wes bank account. which I am given a number but cannot get answers from. Im under the impression that my car is paid up and have now been told for the first time that my account has not been settled and that the account is in arrears however I have received a cancellation letter. To my surprise now Im owning Wes bank which I have never received a call for nor a letter stating this.

I was send statements this morning which for the life of me I cannot make out as to what happened in Nov 2018. it seems like you added an installment on my installment.

You are now demanding money from me which was never brought to my attention for all this time that I was with your bank but you sending me a cancellation letter and since i have received this letter is it no confirmation that my finance is completed.

What is happening to my account please I just want my Natis document from you people