Lack of respect

We lost our dearest sister 27 October 2018, She owned a polo sedan which was finance under MFC. the car was fully paid 2004 and she even requested logbook.

what is surprisingly, we were trying to change the ownership to my mother who have the letter of authority and we were told the car is still under MFC on their system and it cannot be changed.

My mother called MFC and she was told the account is closed and also they don't have logbook for that car. I called they trying to find out why the car is still under them while it was paid off and I was told my mother need to call them so they can verify that information.

how many times must my mother call to sort out poor service from MFC?

why do we have to suffer because of MFC?