Poor service

I have contacted MFC on behalf of my mom on the 18th March informing them of the situation we are facing regarding the vehicle and documents were requested. I went for maternity and when everything was sorted i sent the required docs that was beggining of April. Ever since i have sent the documentation no one bothered to respond but previously when i communicated with them it took not even a day for response. So are we being set up for failure because the vehicle is not paid this month and we are getting threatening messages? My mom has Anemia and she forgets everything and i asked that they call me but no they still call her... She knows nothing hence the response you get. Can i get MFC to contact me on ********** 150 to sort out this issue.. Its dragging and irritating. Ref number of the email sent to mfc is ********** 0001