Terrible service

My motor vehicle is financed at MFC, they did not Deduct the instalment end of August even when the funds was available, the issue is they now handed me over to debt collectors without any warnings and I must now pay the extra fee that is over R600 , you try to get hold of them to arrange payment then you hold on to customer services for more than half an hour or until all your airtime runs out. This is really unacceptable.