WesBank poor customer service

My car was written off then I was given a replacement of the same vehicle but the license number of the written off vehicle was not deregistered and when it came to renewing my car license I have to pay just under R2000 for both license discs (replacement vehicle and written off vehicle with 2 different license plate numbers) as well as late fees just to renew my current car license so you can imagine my frustration with this process breakdown now I'm trying to get WesBank to deregister the written off vehicle and I have had no reply, I call the contact centre they say they have sent an email escalation but I have heard no response, if dereg@wesbank isn't even processing an escalation what needs to be done in order to get the correct service??