Poor service

Just want to keep it short and sweet my mother purchased a vechile through MFC so about 2 weeks ago my mother phoned them to find out if there was a policy added on the finance for when she become disabled or pass away (god forbid) and the lady she spoke to said no she will log a call back with their under writers and it can take up to 6 days for a call back well 14 days later and no response and no call up until today this is really bad poor service and is unaccepted