Pathetic service

I have never come across a pathetic service such as that renders by MFC on car Finance. you request a settlement quotation, you pay the outstanding amount, 2 years later they start harassing you that you have never paid the months instalment due in that month. when one request a settlement balance why does this bank not include all fees is beyond me. This is a way of robbing customers of their cash and their process which are geared towards robbing customers. Poor feedback and no attempt to resolve customers issues. This bank has no interest in customers and must be taken to the Ombudsmen