Bad customer service by MFC

I was involved in a car accident my car was written off by insurance and paid a part of the settlement amount at MFC, I was left will a short fall. When I called MFC to make a payment arrangement they told me my account is handled by a lady called Amanda Schreuder, they gave me her direct number and her email address. I have been calling since Wednesday (20 January 2016) she is not answering the phone. When call through the call center her colleagues answers the phone and they tell me she is in and take a message for her. I sent her an email today in the morning she does not reply and when I called again they told me she is in the office and they cannot assist me since she is the one responsible for my account. I don't know what to do now.