Bad service

my sister passed away and she had finance with MFC(nedbank car finance division), firstly when we called it was advised that we need to settle the account in 6 months after her estate is finished. second information now came that we have to pay monthly instalments if we want to keep the car, third communication we will be charged 13% interest and I don't know based on what. different information from Nedbank employees who supposed to protect Nedbank brand, disappointing. now its shows how *********** nedbank staff is and hope someone will call and we resolved the issue.