bad attitude

My husband passed on in july the 7th and he had car finance with Mfc. Matter was reported to the bank and all documents submitted. They allege he had no insurance cover so I must pay as I'm the executor. I wrote to them to indicate I am willing to settle as soon as possible. However the lady handing the claim is very rude. She send emails indicating I must settle or give permission to unction the car. She does this despite the fact that her letter says family have 6 months to settle. Now I sent an email to ask for settlement quote. Instead of sending me the quote she respond by sending email saying settlement I valid for 7 and ask if I am able to settle. I'm fed up and when I call other consultants to help me they say she is the only one I can't even go through to a supervisor or any senior. They keep me on hold till they hang up. I suspect now she has other motives. Please help.