No email Etiquette and unprofessional

My Car was about to be repossessed I than made another plan to sell the car and settle the shortfall in order to start afresh the lady who was helping me from Repo department was not very professional at some point he stopped answering my emails when I was requested settlement agreement he only answered when i sent the POP and in a rude and unprofessional manner its like she wanted my car to be repossessed in order to meet her targets .Please teach this lady email Etiquette and how to respond to clients this was her response after I sent the POP of paid up car "We will wait to see if the payment has cleared tomorrow morning, then we proceed with what needs to be done." Her name is Francina