Makro account paid in advance, but also in arrears...

My husband made the Makro account payment for August, on the 21/08/2020. September payment to the account was made on the 09/09/2020. Today, he received a SMS requesting a payment as the account is now a month 'in arrears???' Their automated system sees the previous payment as an 'additional payment' for August, because it was paid before the 12th. My husband phoned them and informed the staff member that he wasn't aware of this and it would've been helpful if they could have at least phoned him, to say they received an 'additional payment'. He then asked to refund 'the additional payment' to resolve the problem... but the staff member and the manager said it's not possible, as their system shows 'no refund due'. There is also no way they can flag this 'additional payment' for September either... This huge RCS group cannot do this??? Because of an automated system, it's just done. They said they understand his point, but there's just nothing they can do BUT to now hand the account over to the lawyers. So this then means the 09/09/2020 'additional payment' will come off the balance on the account and the account is now paid in advance... but it will show 'no payment' for September and therefor, the account is now in arrears... Makro, RCS group... There are many unemployed, educated people with degrees/qualifications, looking for work, so maybe have a look at upgrading your automated system OR create a new section/department that can flag extra payments before the 12th. They can then phone people to confirm if they are paying double for the month of August or can they refund the 'additional payment' as it is humanly impossible and inconvenient to flag the payment for September. This service is not available for the customer.