Horrible Customer Service If Calling In

I recently lost my vehicle to a head-on collision where the other party was 100% at fault.  Every time I have called GECU it takes more than 6 minutes to answer a call, and I'm usually on the phone for about 20 minutes if I have a question, with only a few minutes actually spent talking to someone.  They refused to delay payments or stop interest. They don't have a branch close to me, so not sure why the dealership picked them.  They refuse to make a simple note to state that additional principal payments were to be applied to the rediculous $175 loan/application fee.  I will never have another account with them and will gladly pay a higher interest rate on future vehicle loans to avoid GECU.