NO RESPONSE/URGENTLY NEED UPDATED NATIS

I paid my car up and had many issues getting the papers which eventually I got. When trading my car in I was advised the NATIS was incorrect as Titleholder must be me. I contacted Wesbank who said I must go do it myself despite paying a fee for them to do it. When trying to have it done myself title holder now shows me but I need the original documents. I have emailed on numerous occasions and just get ignored. I need the correct papers and why Wesbank service is so terrible I don't understand