unauthorised debits and failure to give settlement quote

I had an accident and my car was written off and January 2016 Miway paid the retail value and the was a shortfall that nedbank add cover did not cover everything and as a result I have to pay the difference. It's been two weeks since I requested the settlement quote in writing from Fana but till this day it's difficult. another thing there are unauthorised deductions from Mfc and when I ask I am told that its for service plan and warranties for a car that has been written off and I asked for the explanation of the deductions in writing but he couldn't provide. I must say your way of doing business is totally unprofessional I did not expect this. all I need is a settlement letter with the account number that I should use finish and last and I do not want anything to do with MFC