Not willing to help or explain process

Once again FNB/Wesbank have dropped the ball due to their consultants unwillingness to go beyond the normal call of duty, due to their redtape and complicated processes. My vehicle and its settlement amount, de-registration process and transfer of original docs is being delayed by Yumna Allie and her department to the point where they are now asking my insurance company to do their job. The delay has been unnecessary and still no one is willing to do anything further to expedite the matter. Wesbank have received the final settlement, the car is paid up and still the documents have not been sent to the licensing department, and now I have to wait to move on with my life because of a person at Wesbank not willing to fix a matter they have delayed. Everything was done on time and here we are still waiting. the attitude of the consultant is shocking, there is no sense of pride in the work she does and it reflects badly on Wesbank. I honestly believe this type of service is their MO, but for what I don't understand. We grovel for the loan, we pay it on time, we settle it as well and still the bank just mossy's on with no care for the client.