Worst service ever!!!!

My car was written off and my insurance has settled the account with MFC on the 18th of September 2023, however both myself and the cardealer where I am purchasing a new car have been struggling to get MFC to first allocate the money and then secondly to now close to account and give me a paid up letter, hence this I am unable to take delivery of my new car? When I call I am told they can't help me they can see the money was paid but the paid up letter is not done yet, I asked to speak to a manager and was told I must call her directly as I can't be transferred when I call it says she is not available. I don't know what to do about this, what I do know is that I will think twice before using MFC for finance again!!!!