Unpleasant service from Wesbank --customer service

I'm very disappointed with the service I got today from Wesbank,I took over a car that my ex husband bought for me but on his name.When we got divorced last year I took over and pay the monthly instalments, and he did inform Wesbank that I'll be taking over .I called Wsebank last week telling them that I'm ready to settle the car, I requested the settlement balance which was e-mailed to me that same day .I was told that as soon as the settlement is paid I must email the proof of payment before the date which I did.I was shocked today when I called the customer service to get the way forward so that the car can be registered on my name I spoke to Steven he told me that they can not do it.I told him that he must look on the Special Notes of May 2019 where my ex husband send an email to them stating that I'm taking over the car.He could find email on the system but still refuse ignoring the email telling that I must find my ex husband that I'm not incontact with he has relocated.Funny enough they allowed me to pay the monthly instalments and allowed me to settle the car ,but now when the car must be registered on my name is a big problem.