Appalling administration and Customer Service.

They have appalling administration and customer service. For the last 5 months I always get a phonecall first from their collection agency. Then when I ask where is my statement as I request every month for payment, I receive condescending and patronising responses. Its simple though, I pay for a service fee and have a right to my statement to make payments. Should they want payments in a timely manner shouldn't they just send the statements in a timely manner? What is so difficult to send a statement or is it just easier to black list customers by the Credit Bereau? Unfair listings due to failure of doing their jobs?