Terrible client service and their clients are uninformed

I recently settled my car finance with WesBank. I followed all the steps as per the website - which seemed very user friendly. I then had to call continuously for them to action my request and provide feedback. The general replies were that I must wait 2 - 10 days before my account can be closed and for the NATIS documents to be sent to me (This is ridiculous as other service providers send these within 5 working days) After 3+ follow ups, I finally received the Natis doc and took this with me to the traffic department - as I had a buyer for the vehicle. I was then told I needed a settlement letter from Wesbank before they can do anything with my car. I then called Wesbank to request the settlement letter - after waiting for at least 15mins before my call could be answered, the person who assisted me was fami**** with the fact that I needed the settlement letter and informed me this was requested and they would email this to me within the next 20mins. I then waited at the department for the rest of the afternoon in the hope that I receive an email, but I received nothing and was asked to leave as the department wanted to close. I have spent hundreds of rands on data for my email and airtime on phone calls to Wesbank and lost a full working day due to this mishap. I then followed up 2 days later and was told I should receive the email in the next 2 mins - its now been 5 days and I still do not have the letter. I am left feeling like im begging for this letter and what's worse is that I am an UNINFORMED CLIENT (in the financial services sector). If WesBank knew what was needed for their clients to settle their car issues at the department, they should help us without needing to follow up. AGAIN, I still do not have this letter! PLEASE HELP as I do not have the patience to make another phone call!