Irate customer. Poor service experience

Wesbank is deliberately withholding the release of their name as title holder of a vehicle I bought and settled years ago. Upon selling the vehicle, the new owner cannot do the change of ownership because of Wesbank.

I wrote several emails and made calls to their contact centre but to no avail. The new owner is now requesting for his money back because of the 3 weeks delay, with no end in sight. It should be standard practice for Wesbank to remove themselves as title holder after the vehicle loan has been settled. Why all this tedious and frustrating delay to provide two simple documents. 1. MCO document 2. Letter confirming settlement.

The above is what the traffic department is requesting before processing change of ownership. Wesbank please wake before you lose future customers.