No response to queries. car kept for 9 months not yet repaired

The ladies at John morrison do not care about their customers, they don't respond to emails,a simple question as to how far are they with the repairs when will my car be available. Natalie is rude, she is swearing at us. i asked my insurance as to when will they finish with the repairs and the insurance guy responded by saying they have not received an invoice.

That means they just kept my car in their workshop. i am going to advise the bank to intervene as i'm not gonna pay instalment for a car not in my possession and kept against my will. the receptionist are also ******.