We bought a vehicle and paid up in 2018 now we are looking for the Natis papers but we have to jump hoops

We bought a vehicle and paid up in 2018 now we are looking for the Natis papers but we have to jump hoops. They are hiding behind the POPI ACT but they call you anything from 7 in the mornings looking for clients who are in arrears and expect you to provide numbers. How is this not double standards. You cannot get hold of them by phone only via emails.