Wesbank dragging their feet once loan paid off

My mother in law paid off Her caravan on 11 October 2022.. she called Wesbank to process the Papers and was sent an email with details of getting the Natis Papers. She was informed that it would take 10-14 working days. On 17 October she received an email from Wesbank requesting a fee to process the change of title holder. they also said in the email: "Due to the challenges our clients are experiencing with some licensing departments not accepting the bank's representative NCO documents, WesBank has decided to assist our clients with the Legal Titleholder change process. The following is required to act on your behalf: R362.00transfer fee Delivery address and two (2) contact numbers to deliver the updated Natis The Turnaround time for the request to be finalized and delivered is 10-14 working days." They also said: "Kindly note that the change of Titleholder can only be done from WesBank directly to the account holder name." The fee was paid with *** used as the email address for proof of payment and her account number as the reference. An email was also sent with contact details and delivery address. on 25 October 2022 they sent email asking if they should continue and asking once again for proof. of payment and contact details etc. Once again they were provided. On 2 November 2022 She received an Email that they are only now starting to process the Natis Papers, with a note of 10 - 14 working days.

This is absolutely UNACCEPTABLE. YOU PHONE TO GET DOCUMENTS, Then you get an email with instructions from a generic Email address. you do what you need to do and send replies etc to said generic Email address. Wait the 48 working hours for a response , redo what you needed to do send that response wait for ever for your response and then eventually when some one from wesbank decides to do their job get a response that finally 2 weeks later they are starting to do something. The people that want to buy the caravan have paid a deposit and are waiting for the paper work so they can take the caravan . Now we have to wait 10- 14 working days, at the pace this is dragging on IU will be surprised if the papers are sorted out before December. It was explained on email that there is urgency as the caravan is getting sold. I can't understand : 1. Why the change of title holder is not generated automatically after loan is paid off.? 2. If a consultant sends an email why is it from *** and not their work email to speed up communication? 3. Why do we still have to wait 10-14 working days after starting the process around 19 October 2022. It seems Wesbank is only helpful while they want your money, Once they have t you can jump off a bridge for all they care