Wesbank

Good day - I have been trying to refinance my car with Wesbank since August 2019.I have emailed numerous emails with the required documents. I have them all on file - it is to big to send at once. I have kept on paying my payment - This is no longer than a year - and although some of the individuals have responded, I have not yet received a final answer. My income stayed stable since I bought the car - there is no reason not to finance it? And they keep on charging me interest on the "arrears" even though I keep on sending them the info.