Bad service

I am actually very emotional as i am writing this email, i requested for a payment holiday on my vehicle finance. someone called me to arranged this on the following numbers between the 17 and 23 Of April. All security questions where answered and i was informed the request has been logged. to my surprise i have been debited on the my account.

I called in to the call centre and was told no one has worked on my account and the request is not processed. how is it that this person called me severaly times responding to the email i had sent to the selfservice.

i realy want answers cause now i fell like MFC wants to ***** people. My financial situation will be worsen beacuse on untrust worthy staff.