CLIENT SERVICE - WHAT IS THAT?

If this is the way that service commences in the new year, it is worrying with the fact that this is January and we have a full year ahead. I make payments to my PnP account and my payment is always more that is required. So I made payment on 1 Jan 2022 as is customary and before I know it I am receiving messages about missing a payment and how the amount due has more that doubled with payment demanded immediately, today. So now I wonder as my next payment will be due shortly and I will make the necessary payments as always - the reason I wonder is because I try calling the number to ask exactly what the situation is as I have ensured that I made payment on my account with NO RESPONSE/ANSWER to the call. First and foremost it will be great if my payment is allocated and secondly, wouldn't it be amazing if the number listed was actually answered so a conversation could have been had with someone to rectify this matter. Nonetheless, this is probably the only way that someone will call me to discuss.