NOT GOOD ENOUGH: Please explain to me why could the penalty fee NOT be taken off if you sent ALL membership certificates for the last 14 Years? Secondly how can you run the company actively if the people can't even find the right information and documents

Please explain to me why could the penalty fee NOT be taken off if you sent ALL membership certificates for the last 14 Years? Secondly how can you run the company actively if the people can't even find the right information and documents? Thirdly you don't even have the decency to phone or Sms a person when you declined of approved something. But we must pay every month? How is this better and acceptable? No you call and could not even get a number for new business accounts, but they can not reply on your email to explain exactly What documentation is needed?