No service

I paid off my vehicle literally about a year ago. I get told that I have to go online and request the change of ownership documents. When I go online and try this I get an error every time that I then try call and get no help and then have to email to get a response that you don't pick my details up... So for 4 years my details are picked up when I needed to pay and then all of a sudden not. My brother got asked where and when these documents could be sent when he finished paying where I get the complete opposite. This is **** service and I want the change of ownership documents!!!