Lost faith and respect for MFC

I was called by MFC regarding about a shortfall on my account which was not communicated accordingly, they claim it is a release fee but when posing questions they change goal posts and say it is a shortfall on my monthly instalment, which one is it!? and why isn't clear communication being sent to us the clients. The team Leader of agents, Zandile who speaks do clients in a distasteful and disrespectful manner.