Disappointed client

Very bad customer service You will call them, they take long to answer & then your call gets cut I always pay up to date on behalf of my grandparents and today I get a letter of demand from them stating that we didn't pay the month of March 2024 but how does one pay if one doesn't receive a statement? I called them, paid the fees and all that jazz but all they can tell me is, they sent out the statements in bulk. I double checked that the email was correct, which it was & so it must have been a technical glitch. Am waiting for them to get back to me. Not very impressed with this at all - especially because we have supported them since 1975