MFC no response after 3 weeks

i have recently sold my car that was still under finance. i sold the car as i could not afford it anymore. its been 3 weeks since i sold the car and trying to get hold of my case officer. i need to get the amount owed to be refinanced but no one can help but my case officer who never gets back to me no matter the escalation that i do. when you phone the call center the person who answer just says that they need to wait for the case officer. please can someone just get hold of this guy or his team leader or anyone that can help