Employee incompetency

My car was a write off which my insurance rejected the claim, I informed MFC to assist with the necessary arrangements for the car to be collected from the Salvage yard, provided information to the lady by the name of Dimakatso already beginning of July 2025 detailing the fustration I have and the storage fees the car is accumulating which I will be liable for as a client, I have never missed any payment which I expect her to conclude the file that is currently on her desk, I even requested my banker to intervene, but no feedback or directive is being received, at this rate I will be cancelling my account with Nedbank due to her incompetency, I am always receiving calls from the Salvage company pertaining this matter, unfortunelty I dont have the powers as the car is still under finance, I am hereby requesting an urgent intervention on this.

I sent numerous follow up emails which she bluntly ignore, she does not take pride in completing her duties, I dont know why MFC still has her as an employee..