Bad service MFC

My husband and I have my entire portfolio with Nedbank and his car with MFC yet they refuse to answer simple questions regarding the finance rate given.I am currently on 12.25% and they granting me a higher rate because the amount is R70k more. When I spoke to Mala the lady handling this she tells me she's at home and can't look at this right now which worries me. The bank staff have a no care attitude and Nedbank confirms we should speak to MFC so if they can't assist why bank with them MFC has terrible customer service from threaten customers to add on services to not delivering service. I would like a manager to review my entire portfolio and confirm why they cannot give me a lower rate.