Wesbank - FNB Lack of support

My vehicle was paid off mid June, and to date I have still not received my vehicle documents so I can proceed with the transfer of ownership. On the 25th of June I received confirmation that my documents are being processed. To date, after many follow ups, I have not received my documents. I enquired about my tracking information, which somebody eventually rep**** to a week later giving me the tracking number, but not the courier information. I then rep**** and asked which courier, then they sent me a contact number, an advised that they are trying to locate the ref nr. In a desperate attempt, I then tried calling the number they gave for the courier with the ref number given in a previous mail, but the couriers can't track anything with that nr. I reached out to my private banking in an attempt for him to help me with escalating the matter, and he can't even come back to me as promised so I am extremely upset, disappointed, and concerned about where my documents are. I really don't know what do do anymore, the service is sad, very sad.