Bad service

I called the iffice on on 27th October 2022 to find out about my statement. I was told that the statements were being prepared. I kept on checking my emails unfortunately I did not receive any statement. On 3rd November i received a letter of demand. How can I be sent a letter of demand when I did not receive the statement? I called the Three Rivers office to get an understanding. To my dismay I was met by a rude lady called Rena who kept at shouting at me and ended up hanging up on me. Her service was appalling to say the least and I do not appreciate her shouting at me and hanging up.

Regards, Thandi