Awful service

Awful service received for our first time purchase with you. Clearly you are doing us, the consumer, a favour and would really like us to know that yes? We do, and thank you very much!

******** to assume that the consumer does not understand how your process works. I had read and understood everything on the website, and called to request payment date changes, which I was assured would be possible. No communication about penalty fees and only made aware of it once we had made our purchase? Trickery

And then send a ****y email assuming that I have misunderstood?