Sad fed up client

The mfc people are so ***********.On the 28/06 I've paid my instalment on the 04/07 they debited another instalment,which made two instalment at the same month which makes my account more advanced with plus minus R12000.Then i made them aware and ask them to return my money as i was going to use the money to bury my brother.Then they responded that someone will call within 48hrs but no one called .Instead i've received an email with a letter stating that i should send my bank statement to prove that my money was debited.To my surprise this letter doesn't have an address,the person's rank even a signature on it.To me the letter was very unprofessional for a big company like mfc.And if they retrieve my payment statement everything is there to prove.So i find mfc very unprofessional when it comes to dealing with clients and very much abusive.They fail to listen and treat clients with respect.