Sunday Times Rejects Subscribers

Towards the end of last year my wife received notification that our Sunday Times/Times Live subscription was due to expire shortly. She said that we wished to renew it, and reminded them that we received a pensioners 'discount. They quoted the amount and she said she would renew on receipt of the invoice. It never arrived and we chased numerous times, always getting a promise that it would be done. The help desk was no better, giving promises of the invoice but no action. Finally on 21/12/2021 we received a notification that our subscription had expired, and we could easily resubscribe! We refuse to pay anyone anywhere without a proper invoice, but Arena Holdings seems to think differently. Why do they make it impossible? We have decided that if they don't us, we don't need them and that there are more amenable news sources to subscribe to.