MFC - DO NOT RESPOND TO CLIENTS CORRESPONDENCE

We have a longstanding problem with NISSAN SA and MFC are financing the deal. We asked our attorney to send a letter to MFC. They sent it on the 2nd Dec 2022. On the 8th Dec 2022 after a call from my attorney did MFC read the letter. How do people ignore emails from clients? You cannot speak to a person when you phone and they don't respond to emails sent by me. Very unhelpful and poor service.