DISGUSTING SERVICE FROM MFC

I formally want to complain about the terrible service my partner received from MFC/Nedbank. His account is currently in arrears, which he know is his responsibility, and he also takes full blame for the account not being up to date, but the way things were handled on his account is why we are laying this complaint. He received an email on the 16th of April 2018, from a gentlemen named Ricardo, which stated he needed to contact him in regards to his outstanding account. ( As per my knowledge they have his email, cell phone number, work address as well as his home address). To my surprise, the next day at work, two gentlemen, which names they wouldn't give to him, came to his work place to advise him that they are there to collect the asset, as he was behind on these payments. They didn't supply any court order, as well as he had to sign blank documents, which they stated he had to be signed and they couldn't tell him what it was for? He immediately phoned MFC and spoke to a team leader with the name of Michelle, which advised him that they phoned him numerous times, and NO plan can be made. NO email was sent, NO phone calls was received, apparently when they phoned the work telephone he was busy, but no message was ever left? NO one contacted him in regards to a payment plan, and he was told he had to pay R10 000 before Friday the 20th 2018 in order for him not losing his car? Thats 4 days after the FIRST email he received?? His account is not even R10 000 in arrears, he was also advised that he would have to pay another R10 000 at month end, and that they will keep his car for "safekeeping" until he could pay these amounts. Every time he calls them, they advise him no one else can work on the account than this Ricardo gentlemen. They made no effort to make any contact ( sending a normal email ) to advise a payment plan or advise him that, the account is at a stage where they will come to collect the asset? Currently they are advising him that they will proceed with the court order as per his request, but the court order is from there side not ours?? We went out of our way to get the extra money to pay the account, but they wouldn't allow us, and just want to come collect the asset, please advise me how this is customer service, I do understand he is at fault as his account is in arrears, but why not contact and advise? Before sending people to come collect the asset, WITHOUT any legal documents. Really? His details is Tohann Wharren. ********** 589