No record of vehicle registration papers

We purchased a vehicle through Wesbank Finance in 1999. Upon trying to get duplicate registration papers we were advised by the licensing authority to contact Wesbank as the vehicle is still in their name. I called the call centre and was told there is no record on their system for our account. Upon insisting the agent found the account, then proceeded to advise us that the original registration certificate was sent to us in the mail and we would have to do a change of ownership? Not sure how that is possible without the Bank signing over the vehicle the ownership forms? The agent said if we pay for duplicate papers Wesbank would arrange them. When I questioned how the original papers were sent to us I was told in the post? I requested the Agent to provide proof that the originals were sent to usin the post, I was told Wesbank does not have to prove that the originals were sent to us? I requested to speak to a manager or supervisor held on for 10 mins and the call was cut?