Refusing to provide Registration Certificate for vehicle settled in 2013

My mother has finalized all payments due on her vehicle finance in 2013, but never requested her Registration Certificate. She is currently in a costly care facility, terminally ill with metastatic lung cancer that has spread to her brain, breasts and stomach. Her only asset available to sell is the vehicle, which would assist with the care facility payments as well as items required to make her as comfortable as possible in her last 3 months with us. She signed a Power of Attorney document, which we had stamped by a police officer accompanied by her doctors reports, but Wesbank is refusing to release the Registration Certificate. My mother is completely bedridden, can not speak and is unable to visit Webank herself to request this document. We are absolutely disgusted that this institution could withhold the document, that in fact does not even belong to them anymore, and withhold the treatment and assistance my mother requires. I will never deal with this institution or recommend that anyone else do business with them.