BAD SERVICE

My sister passed away in May 2017 and her car was uplifted by MFC for safe keeping they said. The car didn't have credit life insurance, I was supposed to give permission to MFC to sell the car on auction or settle the car. I settled the car before I could get the letter of authority. As soon as I got the letter I forwarded all the documents they asked for. It is now 5 days and I have not heard from MFC. I phoned the call centre and I am told to phone the person whom the case is assigned to and that person is not responding to my mails and I can't get hold of her on the phone. I am grieving the loss of my sister and this I don't need not now. I would like to wrap up my sister's estate and rest. We also paid extra and there is a refund due to us, it is now 11days and they said the refund will be done in 7-10 days. Can somebody please help solve this, I am tired. It was so easy for them to come and collect the car and it is now so much struggle to get it back. The car is paid up!I am so disappointed by this treatment from such a big company.