bad service /no feedback

I called MFC on the 5th October, asking if I can make an arrangement on my account, as I am having some financial difficulty, I was advised by the consultant Siyanda, sure its not a problem, I need get a few docs and a letter stating why with an affidavit, I send all the documents on the 6th October, I got email the same day, stating the request will be dealt with in two days, I called now , they said they cant help me, nothing was ever communicated that your account need to be older than 12months, no communication at all! I have been a client with mfc for all my cars from 2007 never skipped one payment, but they unable to assist me. I needed them to help me, they just give me a cold response! the attitude is really bad, and im upset, I need a senior manager to contact me asap.