Pathetic Service and no compassion for the elderly

I called MFC on behalf of my sickly elderly Aunt to have her Natis document sent to her. The lady I spoke to was accommodating and asked to speak to my Aunt for verification. She then asked my Aunt if she permitted me to speak on her behalf. She then gave me 2 options, one which they send the Natis as is, or 2 MFC would change ownership for us at a fee of R514. We were advised that once we have made the payment we should email the proof of payment with the car details and her ID number. We did that. Then they sent an email saying the email address used to send the document, was not the same email they have on record and now my Aunt needed to call in again for them to send the Natis. When I called, I got a very rude lady who asked to speak to the owner of the car and then proceeded to ask the 62-year questions like what is the make and year model of the vehicle, when was the debit date of your instalment, that time she paid off the car in 2018 and shes a pensioner. How the hell is she going to remember all of that? She then proceeded to say my Aunt failed the security questions and she would not assist us any further. How pathetic!!