Poor Customer Service assistance

I have experienced the worst service , I am supposed to be taken care of with payment problem and was told I was given a payment structure last year which was a COVID plan. On MFC website there is a problem payment option plan to restructure your monthly installment however I was told that’s not an option because I was already given. I am struggling and not sure if MFC needs me to be on debts and end up losing the vehicle after this period. Why do you have payment options but do not provide them to your clients we paying with interest at the end of the day