MFC ***** my refund.

Due to personal reasons I has to sell my vehicle. I asked MFC to start the process and sell on my behalf. After the vehicle was sold I notice there was a refund own to me, I contacted them and MFC confirmed there was a refund owned to me. I was told to submit a bank account conformation letter to process my refund. MFC rep**** to acknowledge they received my bank letter and the refund team was instructed to process the refund. I waited 10 working days and still have not received my refund, when I enquire about it i was told there is no refund own to me. I have the statement showing the refund. I then requested the last statement and all of a sudden there is a charge for "Rebate -19" to exactly the same amount as the refund. When I asked them to clarify the term I got no response this was 10 days ago.