No service from MFC

I am beyond frustrated with MFC and particularly Melika. I had arrear payments which were settled in full. I asked for a settlement letter for the arrear amount and paid accordingly. A random R 490 was deducted last month and upon querying this, was advised it was an additional late payment fee. Melika never answers her phone and does not respond to emails. I have never come across such shocking service in my life with no desire to provide a service to the customer. I am not going to leave this matter and would like the R490 returned to me.