Bad communication

Mfc Great to do business with for the last couple of years highly recommend 👌. I can't get hold of the person that's dealing with my account. No one else wants to help me or even try listening they just say hold the line I will transfer you. Then the phone cuts because of high volume calls. Guys all I want is a paid up letter and my money back. The debit order went off. I would just like to know when the money will be reverse back into my account. When I do financing you say I don't qualify affordability because my car has not been removed yet can you also please just look into that.