mfc are ****** with shortfall

my car was written off and my isnurance paid on the 24th march ,i was told the person handling my claim with mfc is Natlin who has never called me for an update ,i sent her an email to inquire of process and tat on shortfall she didnt reply only when i sent a follow up email and her response was she has sent through my claim fast forward to today i called spoke to Siadimo Langa who said i was rude cos i told her that wanted to follow up on my shortfall and told her that i know my insurance has paid and how much they paid and she goes on to say i know everything ..wow..talk about service

however im now told that the shortfall wont cover the total amount but when i took the shortfall cover i was told if my car is a write off they would cover the balance and i have never received documents stating any different .

msure and mfc are giving incorrect information to their clients and ripping is off as clients ,what happened to honesty and integrity ,being transparent to their client . the meaning or reason for shortfall cover is to put me back into the same financial position before the loss and shortfall as per definition : it exist to cover the difference between your vehicles retail value and and the amount you owe after settlement by your insurance

i not happy at all that they saying im still owing the bank ,i would like for mfc to relook at this because i cant accept it