Poor Customer Service after paying up

I sent an email on 04/Jan/2022 requested ownership documents and letter stating the debt is paid up to Wesbank. I still have not received the requested documents. Today I called their Call Centre, the lady asked for the details of the car I was calling about, I explained it is the 1.6 Polo Vivo Sedan. Then she gave me VW's contact centre number, though she should be able to see that the VW account is not paid up. When I called VW they explained that I need to call Wesbank because my account with them is still ongoing, which is correct. So I am tired of the back and forth as if listening to the robot lady is nice and not time consuming. Can I please get these documents so that I can sell my car?