Pathetic service

It has been the first time I had gotten vehicle finance and due to unforeseen circumstances had to go under debt review with a balance of no more than R170000. However now 4-5years later I was issued with a paid up letter and contacted the bank for release of documentation only to find out they cannot do so because myvaccount was reloaded and I was given a new account number which no one (not myself/ or the debt review company) is aware of. Numerous consultants advise my account is closed except 1 gentleman who I would not want to name at this moment. I am now being told I'm in arrears may I add I never missed payment in all this time because wesbank has pathetic communication s****s. I have been pushed from pillar to post for the release of my documentation and have been treated like ******** by wesbank which I can prove has actually ****** me!!! My balances are all over the place, according to my knowledge restructuring is incorrect and I am being threatened!!! This is unprofessional and disgusting from such a major facility. All I require is release of documentation as per my paid up letter!!! Is this something difficult!!!