Very poor customer service

I wanted to sell my car that was financed by Marquis and requested a settlement letter. They sent one including an "early settlement penalty". Apparently you have to give them 3 months notice to sell even though I did not know 3 months ago that I was going to sell the vehicle. I just had enough cash to settle the outstanding amount on the finance schedule (more or less). I requested them to waiver the penalty as I only had enough cash for the outstanding amount. My situation and request was forwarded to their collections team. After several follow-ups, it has been 8 days later and they have promptly ignored all my e-mails and yesterday they deducted another debit order payment even though I notified them that I am settling the vehicle. I am currently in Namibia so it is very difficult to phone their call center from here. Not even their complaints department rep**** to my e-mails.