Settlement letter and Account transaction history reflecting the capital balance

My car was stollen on the 3rd of December 2023. The insurance paid the car off January 2024 on the 16 to be exact. There is a shortfall that need to be settled, I informed my shortfall insurance company that I am paying and they ask me for some documents settlement letter and Account transaction history reflecting the capital balance are amongst the documents that my shortfall insurance is asking for. I called MFC several times asking for the documents and even send them an email, to this day I am not assisted. Everyone is saying my account has been handed to the legal department and I don't know why since insurance paid. They keep on telling me that Terry Ann Reddy is responsible for the account and he/she will call me back and forward the requested documents to me within 48hours. The direct line they gave me to talk to him/her is not working.