Wesbank unprofessionalism and incompetence

My vehicle was written off in an accident during November 2022. Wesbank sent us a settlement letter. The settlement amount was immediately paid to Wesbank by my insurance company and the original registration documents were requested during November. A week later I received another settlement letter from Wesbank for interest that accrued during the week after the account was settled. It has been almost 1 month since my insurance company and I have been trying to get the registration documents from Wesbank. We are constantly following up with Wesbank but they are very *********** and every time we call, we have to explain the situation from scratch, only to realise that these Wesbank employees do not understand what you are trying to explain and then they transfer the call to someone else. We were constantly advised that the request has been received and we will receive the documents. I even contacted Wesbank and advised that I can collect the documents, but was advised that they cannot give the documents to me directly as it is an insurance claim and therefore the documents need to be couriered to the insurance company. We were eventually advised that the matter was allocated to Jumna Allie, whom i spoke to 2 weeks ago. Despite us having requested the original registration documents from Wesbank on numerous occasions, I was advised that I need to send the documents to Wesbank again. I then sent it to Yumna Allie, and was advised that the documents were sent to the Department, and that it will take 7 days for the documents to be sent to us. It is now 2 weeks,and we still have not received the original registration documents. This is an insurance claim and the insurance cannot pay out until they receive the registration documents from Wesbank. I have to continue paying insurance for a vehicle that has been written off due to Wesbank's failure to provide us with the registration documents. I am going to further escalate this unprofessional and *********** work ethics to the Banking Ombudsman.