No service from Wesbank

I just can not get my NATIS document from Wesbank to submit to the service provider that I took out a service policy with. My vehicle was serviced at Williams Hunt Midrand. The service provider that I have the service plan with has not been paid for more than 90 days now. After countless calls to Wesbank they are not able to help me. The vehicle engine was replaced within 21 months of me buying it, and was replace under guarantee at Westvaal Nelspruit. The supplier that replaced my engine did everything I know to obtain a new NATIS document. Wesbank or Westvaal Nelspruit should talk to each other. This service is pathetic to say the least or should we blame COVID-19. Lourens Jordaan ***