Disgusting Service

I received an email on the 17/01/2022 advising me that I am in arrears, and that the bank is going to repossess my car. Attached to the email was a letter dated 24/12/2019 stating I am in arrears and need to settle immediately. I did phone to make arrangements and have been paying more when I could. There was no communication since 2019, so I thought all was sorted since there was no other communication regarding the arrears. Now all of a sudden I have been handed over. Why did they not come repossess the car then. Now that I have paid over 3 ½ years, it’s very convenient to just come and take it. Totally heartless organization, that is not even sympathetic to customers affected with COVID. On calling Valencia to find out what’s happening since this is the first I am hearing of my account being in arrears, she advised me to contact the lawyers who in turn told me to contact the sheriff. All I needed to know was the settlement amount, and clearly I am dealing with clueless clowns, since not one of them could give me the amount. All they did was threaten to come take the car. I called Valencia again, and Patricia answered, the most rude, obnoxious person, carrying on like she is doing me a favor. When I asked for her last name, she dropped the call. All I want is the settlement amount, is that too much to ask