Very poor service

I was involved in an accident on the 24 October 2016 and my car was written off. The insurance settled MFC on the 6th September 2017 and there was a shortfall. Mind you I had already notified MFC that the car is written off when I requested for a settlement letter. I had to call MFC on numerous occasions and I was told the person dealing with my account will call me back. Today is the 14th and after I called MFC again, I was now told someone will call me within 8 days to arrange how I can pay the shortfall. My debit order date is the 20th and this means there is a big chance that the debit order for a car I don't have anymore will go off in full. What kind of service is this? I'm so annoyed and angry at the same time!