Wesbank withholding Natis docs

Been struggling for 4 months to get my car papers from Wesbank. Numerous emails unanswered, app states with courier. Spent hours on phone spent another hour on phone now again to be told I must pay to have papers sent to me??? How difficult can it be or is it simply that as Wesbank is no longer making money from you they not interested in doing their job? I completed necessary documentation on app for documentation to be delivered which it was not.