Wesbank docs not delivered

I paid my vehicle off on the 8th November 2023, which I am wanting to sell, dealing with Wesbank is pretty pathetic, you login into you account and request documents, you send your address for the courier and they advertise that you will get your documents between 3-5 days. after doing this and 8 days had passed I called the call centre to find out where my documents where, only to be told that they had not been sent, when I asked why not they said I must pay R362 and they will do it for me?? I cannot understand why, when every other bank allows you to transfer on your own. I never received a reply and so last week I paid the R362.00, five days later I get a email to say that they need the POP to be sent in PDF??? The POP was sent directly from FNB to FNB and emailed directly. It's just a delay tactic and I am about to loose the sale due to incompetence!!!