I have just spoken to a representative of MFC regarding a payment break but when I questioned her on why they don't have my correspondence on computer and told her my frustration she put the phone down in my ear

I have just spoken to a representative of MFC regarding a payment break but when I questioned her on why they don't have my correspondence on computer and told her my frustration she put the phone down in my ear. No help whatsoever but when I miss a payment they will list me as a bad payer but they don't assist me in my time of need. This is bad