MFC collections department need to put a pep in their step

Worst experience. Since last month I have been trying to make an arrangement to pay R4000pm for the next 6 months and the balance of R3000 to be added to the end of the term. Last month I sent my documents as requested by the collections department then I was told by the collections department that I was late so I must try this month. Again this month I sent my request explaining via email with supporting documents that because my dad has passed on and the lawyers are busy finalizing his estate hence his bank accounts are frozen hence I need to support my mum whom is a pensioner just until my dad's funds get transferred to her. I sent them my dad's death certificate and all my bank statements and income and expense document with my arrangement . I spoke to a Suzan who advised me last week she sent the request and that I must follow up today. Today I followed up and spoke to Roelyn Oosthuizen who advised this was abandoned as the service fees were not included on the request so she will resend and escalate to her team leader and again I must follow up in two days. This is pathetic service. Where is the urgency but then when we fail to pay we will receive a million calls. So if MFC took action timeously we would not be in this situation. If my request was abandoned can you not call me to inform me and then resubmit. Why wait for me to keep contacting you. Do ul not have a good CRM system. Because of the delay again from MFC another month will pass without my request been honoured. My account has always been paid in full yet I still get inefficiency and I'm a loyal paying customer.