Poor MFC customer service

I am writing to formally lodge a complaint regarding the lack of assistance I have received from MFC in relation to my account.

My vehicle was written off a month ago, and while the insurance has settled most of the amount, there remains an outstanding balance. I contacted your office to request whether it would be possible to restructure or rearrange the debt in order to lower my monthly payments.

I was advised that a consultant named Palesa has been assigned to my case, and that only she is able to assist me. However, it has now been over three weeks, and despite my repeated calls, I have not received any support. Each time I call, I am told that someone will get back to me within 24–48 business hours, yet no call has been returned. In addition, my calls are often dropped, and no one else seems able to assist me.

This delay is now critical. I had hoped to have this matter resolved before my next payment is due, but it has now been four weeks without any progress. On top of that, the accident itself left me out of pocket for towing and related costs, which has placed additional financial strain on me. As a result, I am facing the very real risk of missing my next instalment due to a lack of available funds — a direct consequence of the lack of response from MFC.

I kindly request the following:

1. That my case is escalated immediately to a manager or another consultant who can actually assist me.

2. That I receive clear timelines and a direct point of contact who will take ownership of resolving this matter.

3. Written confirmation of the steps that will be taken to help me restructure the debt.

I trust that this matter will now receive the urgent attention it deserves, and I would appreciate your immediate feedback before my next payment date.