What is going on, Wesbank!?

I am currently experiencing a very difficult time with wesbank. I had arranged for wesbank to collect my vehicle for return (as it was financed by wesbank) and the reason for that is because I do not require the vehicle any longer. The vehicle was sold on auction on 29 November 2019, and I was told the proceeds will take time to process and that I'd receive feedback on it by the middle of February 2020. This was told to me in December 2019. According to their policy (which I heard from their legal team), it takes no less than 2 months to complete. I was referred to someone by the name of Colleen (who works in the legal department of wesbank) and she told me that this entire process will be done by mid-February and that she will communicate with me via email on what info is required of me in order to completely settle my account. I called her in the week of the 10th - 14th Feb to find out what the status of my account is, because I was told it will be sorted out by mid-Feb as previously mentioned. Colleen went on to tell me that their policy has changed and that I would have to wait until 4th March 2020 before she can even begin sorting my account out. I wasn't given any sort of heads up on this in any way. If I had not called, I probably wouldn't have known about it. Also, I don't think it should take 4 months for this to be sorted out as that is not in correspondence with their so-called policy which is 2 months (or so I was told). Completely unacceptable and not fair on the average consumer. Someone, please help me.