Struggling to receive car registration papers from Wesbank

I paid my car off and I am trying to get the registration papers from Wesbank. It has been 15 working days and I have not received the registration papers from Wesbank even though their emails stated that I had to wait 10 to 14 working days after a payment of R350. I do not know when I will be receiving my registration papers. I have not had this issue before and received my registration papers immediately from other financial institutions.

This is how the correspondence went: First the customer service sends me an email stating a documentation pack will be couriered to me so I can change the ownership to my name at the license department. I reply with my address and contact details immediately.

Then customer service sends an email me stating that "Due to the challenges our clients are experiencing with some licensing departments not accepting the banks Representative NCO documents, WesBank has decided to assist our clients with the Legal ownership change process. The following is required to act on your behalf: • R350.00 transfer fee"

I pay the R350 immediately and wait 13 working days where I then send email again asking when I am going to receive my registration papers. I receive a reply stating "Kindly note that the matter has been escalated, we will revert with a tracking number"

The next day I receive an email from customer service again where all our previous correspondence had conveniently been removed stating "Kindly note the documents has been requested. Please expect a delay with the delivery / preparation of their Natis documents, because of a reduced workforce to help curb the spread of the Covid-19 virus. And I received a reference number.