Mfc refuce to assist their refinance my vehicle

I previously contact MFC to ask to refinance my vechile balloon instalment then the consultant inform me to contact MFC IN OCTOBER 2025 On 7 October I contact MFC to refinance my baloon instalment. They reply via email that I must apply only 3 months before The baloon instalment is due and that the balloon instalment is due on 1 January 2026. According to me it is 3 months before the balloon instalment I never have missed any instalment on any of my vechiles from I am with MFC I did not expect this treatment