Appalling service

Initially I had requested a refinance option on my balloon payment 3 months before the due date and they gave me an expensive amount and I told them I’ll rather pay the balloon payment. Come a week before my debit order date I get an email from them to tell me their system has auto selected a refinance option closer to what I was paying. When I called they said I never communicated to say I will be settling the balloon payment. They debited my account nonetheless and when I asked about who must be responsible for the interest incurred because I have done my part in requesting a settlement letter and the response was me as the client . Saturday the 20th of September I called again asking about the settlement letter and they promised to send and nothing , I called again on the 22nd of September asking about the settlement letter and I was told they sent it , but I didn’t get it. I then called on the 23rd of September 2025 asking about the settlement letter and the consultant asked to confirm my email address, only to realise it was captured incorrectly , how because they send me quarterly statements and also a week before the 15th of September 2025 , they sent me communication. I asked how long do I have to pay the settlement and he explained 7 days from when the system generated the settlement letter , which put me at a disadvantage because that was on the 20th of September and today the 23rd was already 4 days. I further asked if I requested one from today and he explained that it will incur daily interest, I then asked why should it be my fault when they didn’t do their part. I asked the consultant to call me back to confirm if I have received the CV email and he refused to call me back saying it is an inbound call centre. I found his response disgusting because I am a client requesting to be called back to check if I have received the email that was promised since Saturday. I am utterly disgusted at the treatment I received as a client who has being paying on time and never missed a payment. MFC really needs to work on their customer service because it is appalling how we are treated. They could not even pick up that I made the payment without the settlement letter because I saw it on the statement they sent recently. Treat clients with respect