MFC poor customer service

I have a vehicle financed with them I was under the impression the account was paid up and asked for the logbook. I was sent a statement with an outstanding balance of R5 750 and when I went through the statement and adjustment of R8 419 was made with no explanation, when queried no response from them. They were quick sending me the statement and then after that a legal demand for the outstanding balance when I was the one that contacted them first - but no response to my query.