Attrocious Service Industry

I have finance with MFC and a monthly debit for this. An additional sum has been added to my account with the explanation \escalation - computed"which I queried. Their response was \""an increase in interest rates and this is 'escalation - computed\""?? I again queried what this is and meant. Is it once off or monthly or what?? They then requested my personal details before they could communicated. This is while they are dealing with me by e-mail and to which my statements are directed. I asked them to call me as I am their client. Every time it is a different person responding and their intention is to frustrate you. Not service orientated at all. Since asking them to contact me they have totally ignored me. Great service! I will stop the next debit order and see what their response is - if any!"""