Horrible service

The administration at impaq is absolutely horrible. I have been calling trying to confirm collection of my son's books and I'm met with rude agents. I started with impaq 2 years ago. I was the account holder and administrator. They changed the account holder as the debit order runs from their father. They called for renewal this year and got all the information from me however, when I call for updates I'm told I'm not on the account and would have to complete paperwork. However, when the renewal was done no paperwork was required. All communication emails come to me. Bt when I need answers I'm not the account holder.... Impaq is proving to be very useless. Books are paid for yet no books.