Reversal

I’d like to formally complain about MFC, I called in December 2023 to request for a payment break for January and February as I am on maternity leave. I’ve had my car for 4years now and have never missed any payment. Documents were requested which I’ve sent but no response. I than called again in January to find out if everything is in order and the consultant I spoke to said everything is in order and he will escalate but I was still debited in January but I let it go cause I had some savings which was an inconvenience to me cause I had requested for payment break. Last week which is Feb I called in just to confirm that the same mistake should not happen cause I do not have money to pay for Feb but my account was debited which is now on a negative even when I had requested a payment break with all the documents submitted.. I than called today morning 20th Feb 2024 to ask why this has happened and the consultant said he will escalate for his team leader to contact me which they haven’t.. MFC communication is really bad honestly and this is such an inconvenience to me