Poor customer service

End October I was Hijacked with my mother's vehicle. Wesbank holds the original vehicle registration although the vehicle has been paid off sometime ago already. We contacted Wesbank as Santam insurance needed a copy. Wesbank advised us they will send a copy, but seeing that the vehicle is gone they will help with deregistration at a fee as they still holding the title to the vehicle. November we paid the fee for the deregistration of the vehicle and submitted all to Wesbank. Since then there is no response on our emails and their contact line you can't get hold of anybody. Santam cannot finalize the claim without the deregistration document. All emails have the same standard reply to say turnaround is 5 to 7 working days. This is unacceptable as we are going on 4 months now. We cannot deregister from our side as Wesbank is still the title holder. Will definitely not use them to finance the next vehicle.