Difficulties in communicating with Nedbank MFC

Having or experiencing difficulties with Nedbank MFC, my car was written off in an accident and my insurance company has paid the insured amount together with the shortfall amount now a certain amount is to settled by me, now I'm experiencing such difficulty with MFC in communicating with them, so I can settle this amount and start another process of getting a car... Every time I call them, I'm being referred to a certain lady in charge, who is supposed to call me but she never does and the direct number to her I was given, is unfortunately not picked up... This is very inconvenient for me now...