Car written off and they don't want to give me another car

I'm writing this with a heavy heart because I feel so defeated about what this company has done to me. Loren the Loren the lady who works she's not a nice or caring person. She since kept quiet about our car since last time said it's a write off. We have to hunt her down every time we need an update, we still can't get hold of her, we asked one of her colleagues to look into my file and found out that her report says we owe R38000 but she didn't inform me and no one knows how or why. If anyone can help me sort this mess this lady had conveniently and purposely done, I'll appreciate it cause I can't take it anymore. This has brought stress in my life my family and had a toll of bills in my family finances. Does anyone in this company even care what's going on with this, I don't think so because we told them but nothing has been done about it.