MFC , a division of Nedbank poor service

Good day

My wife bought a car in 2020 through MFC financing. It is a C180 Mercedec Benz. At the beginning of this year, we decided to get rid off the car due to some financial challenges. We asked for advice from MFC on how to go about that process without ruining our credit record. They advised us about different options and we considered one of those options. We did our part by obtaining two offers to purchase from different dealerships. It has been more than two weeks now trying to finalise the process but MFC is not coming into part. They ignore our emails and they keep her on the telephone line for long with no assistance from them. The MFC account number we are referring to is ***