Bad customer service

good day. my car has been at the mac for two weeks now. when the mac called to put in a claim he was not informed that this account was placed on hold as there was a payment missed, the assessor went through on the 18.08.17 and still nothing was said to him,today when he calls in he was told the account is on hold, i called the call centre of which I spoke to about 5 different people for 45mins which cannot help when I asked to make the payment today I was told no they have to debit which they cannot do right away as it take 5 working days which is so ridiculous. they claim there was a sms sent to me on the 29.06.17 which you can go through my phone and see that there is no sms on my phone no one contacted me no one informed the mac when he initially called in. yes I understand the fault is on my side for missing a payment but why was I not informed as the customer when the mac initially called to put in the claim, why was the assessor still sent out if the account is on hold and now when want to give you'll the money you'll don't want it! how do you'll do business no concern about the customer who Is willing to pay what is owing now because you'll have a stupid accounts system I must sit for yet another week without a car! if I had been informed of what was going on , on this account I would not have sent my car in without payment being made....there is no willingness to help in this situation.