Listing

I'm listing by the company. According to my knowledge I shouldn't be the that is listed, I understand I'm the biological mother of the child but I'm not the 1 responsible of the payment. Now that I found that I made any arrangement to pay that amount. I requested for a arrangement letter and I was promised by the supervisor that it will be emailed to me. Till now I haven't received anything, and when I call the person i spoke to or his supervisor they both not available. Spoke someone else and she told me that they don't send the arrangement letter. Why is the information given to customers by them not the same?