Disappointed client

Had a financial plan with them for my previous car unfortunately I got into an accident and my car was a write off once my insurance had settled some of the amount owe to them there was some shortfall, due to the need of another car I’ve contacted them three weeks ago notifying them of this situation and asking for a way forward I was told to wait to be contacted by a consultant from their legal department I have not heard from the said ever since I have even tried contacting this person with no success as they do not answe their phones now I am left stranded without a car and with no way forward as to how to go about settling the shortfall.