Bad Servises from the legal department

Hi, I have a situation with my car which is financed by MFC, I have been trying to get help from the legal team, my account is assigned to a lady called Dimakatso, i everyday send emails and directly call her, but she doesn't respond to my emails and calls, its over 4 weeks now and my case is not moving as it should. All i ask everyday on emails is updates and asking her to call me, but i am not winning, i feel like her services will really make me loose money and this is putting me in distress