EastWest Bank (Philippines) review: Auto loan (car redemption)

Good day! I am writing this complaint in behalf of my father who has the autoloan account from Eastwest bank. We had our autoloan for Ford Everest 2018 last November or December 2017, and we are paying religiously, meaning paying every month every cents of the monthly due, until Covid hits and we are told that they have the "Bayanihan 1 & 2 program" which means they will not take any payment for the car for a couple of months as a help for us during the pandemic. Now, starting July 2022, Eastwest bank stopped deducting our payment for the car, until 2 months passed, so my father decided to email their bank regarding the said undeducted amount. In which in returned was resolved and deducted. Here comes 2023 and again my father's account has not been deducted for payment, so they email again which is maybe few months more later than the previous one due to them thinking to wait for the bank to deduct, without knowing that our account has been closed already due to the contract that is due and transferred our account to the autocollectors department. The Law firm that Eastwest bank has connected to, never communicated with my parents with regards to our loan status. And last October 26, 2023 in the evening, 2 staff from the lawfirm (Constantino and Associates Law firm) went to our house, intimidating my younger sister to surrender our car, without even explaining what really happened. My parents ask them the process, but they are dismissive and don't want to talk to us any further. That happen without any notice from them that they are gonna repossessed our car on that day and that's under the Law. We are told to pay the balance within 10 days. My parents email the autocollector after 2 days from the repossession for the SOA so we can pay in the bank but to no avail, they don't reply. And now 11/3/2023 (after so many holiday), my sister went again to the bank for payment but your autocollector disregard our request for the updated SOA. This is not acceptable. We only want the updated SOA now for us to pay and get our car! Thank you!