Wesbank Lost Natis | Refusing to sort this out

We have requested for our Natis to be delivered from Wesbank on 11/08/2020, after confirming with the Licensing Department tht they are still the title holder. We Paid the R440.00 fee which includes the Natis Document, as well as the delivery fee to a DSV Locker. We never receive our parcel and now when following up on the process Wesbank state that they are no longer the title holder and that it is a matter to be handled by the Licensing Department.

According to the Licensing department they are still the title holder, and ONLY Wesbank can request a uplicate of the Natis Document.

Wesbank is simply too *********** to handle this situation, their staff should be trained better to understand how the full process works, not only just their job description. Can someone please assist with this?