Vehicle is settled, refuse to hand over registration papers

I settled my vehicle in full and was told it will reflect within 48 hours and I called after that. They said the funds haven’t reflected as yet so I waited and called back. The lady was unhelpful and couldn’t assist me clearly with getting the registration papers considering I’ve settled the car almost 2 weeks ago. Why should I struggle so hard to get this registration papers? I was then told to follow prints sent t me via E mail and was absolutely unclear and couldn’t make it to step two. Calls dropped all day. I would absolutely not recommend this company for any financing. Rather go standard bank or Nedbank