MFC - Freezing a Vehcile Installment seems impossible!!!!!

Please assist us??? My brother was retrenched from Anglo Gold Ashanti and have tried to freeze his vehicle monthly installment until his pension is paid. We have contacted MFC numerous times, speaking to more than 10 consultants!!! You are not able to speak to the same person twice? We have submitted emails, made telephone calls and tried to speak to the Head of the Department....everything unsuccessful. What do we do???? Please assist???