Wesbank doesn't take pensioner clients seriously!!!!

My mom who is a pensioner called Wesbank on the 9th September and was helped by a person named Miles Mntsangani. She explained to him that the car in question was s****ped and that she was requesting Wesbank to cancel the licence or send her a copy so she cancel it because she has been paying for the the licence even though the car doesn't exist anymore. Miles requested that she send her an account number and documents she might have . My Mom sent the documents immediately. My mother called again the following day and was told that Miles was on a tea break and he will return her call. 3 days ago , I made a follow up on behalf of my mother and sent Miles an email. He rep**** and requested an account number again on top of the documents we had already sent to him.Today I sent another follow up email and still no reply from Miles. Miles is going around in circles and really sending this elder person around. He could simply use her ID number to search for such information if he really wanted to help her. Can we get some help or at least get pointed to the right direction on how to cancel this s****ped car?