Query of Statement and billing

When making payment arrangements with the Markham (TFG) collection office they are like a pack of wolves that call you every few minutes of every day while you already made arrangements. Further to this they charged me for a letter and an email they apparently sent which I never received. As well as two phone calls but doesn't note the amount of phone calls I made to them and was given the running around. They are never so proactive in sending you your statements but boy oh boy they are like hyenas to overcharge people and rip them off. When I call them to query my statement they send you from pillar to post. Thembisa (customer service) says you must talk to collections (Donald) and in turn collections tell you you must speak to customer service. Really are you guys so *********** that the level of service people receive is so pathetic or do TFG just not care about their customers just their money?