MFC poor customer service

ive paid my vehicle account with MFC for the past 5years and only left with a few months to pay. Unfortunately, life happened and I struggled paying the last two months, resulting in a request for a payment relief. I also requested that they send me something in writing so I know what im commiting myself to. I was told that they do not send customers those documents. I then requested a call to read out the new terms and conditions ( which wesbank has done with me previously) and was told that they also dont do that. I dont know if its ethical practice to enter into a commitment without knowing the details. Im very dissapointed in MFC, as a loyal customer. The agents are also very aggresive and quick to say no , with no willingness to listen.