Zero service but fast to hand over!!!!!!!

Good day

We had a unit installed about six months ago and the debit order went off every month.We changed bank accounts 4 four month ago and changed it on the online portal to no avail.October we received the only statement ever on email to say we are in arrears and is handed over.The account was paid the same day the statement came.now we want to move the unit from the old car to our new one and the account is on hold still this is two weeks now the first time netstar was supposed to call back but nothing,today again nothing. My questions is as follows and answer them. 1. Is this customer service 2. Do we get statements every month on email or only when we are getting handed over for netstar's incompetence. 3. If this simple administration tasks are so hard to do and communicate how will netstar be able to assist in the event something happens and the must track and recover,via bicycle or public transport because it seems to be the leve of customer service you provide. 4.why must i pay today for a unit that the account is on hold.fast to take and demand payments but slow with customer services.

I need that unit moved today still and await a phone call within the next hour. Please find attached the account with accpunt number which was used to make the payment last month. If no response is received within my timeframe given i will refer this matter to the appropriate channels. This email was sent on 1 Nov 2019 and still no response from netstar.