Dissapointed at service email correspondence

I am very disappointed at your service email correspondence. I recently emailed the ********** to ask how much I need to pay to settle my account. I got a response of the amount and I settled it and on the 4th of January I sent an email again to the address notifying of payment. No one responded and now on the 7th I was charged insurance fees even though I settled before the billing date. Now I'm told to settle the insurance.