3 different stories

Nedbank MFC to be exact. I've been calling and emailing you for over a week regarding the VAPS additional credit. I managed to speak to 3 individuals who gave me 3 different stories. Our car needs servicing and we were told that instead of having a waiting period MFC will pay the money upfront. Today I am being told something different. Can someone with knowledge around this please give me a call. I am tired of running back and forth