MFC doesn't keep to their word

I have called MFC to make arrangements for my car payment and they still go ahead and debit me the full amount. No one is answering the calls, no one can explain why this is happening. I don't understand this. My situation was clearly highlighted, Job change, income change, wife not working currently etc... Now I must come and poor my heart out in public to get attention. All you want is call people and harass them for payment even though they make arrangements with you that you do not keep. You must be getting a kick from humiliating people