Terrible service and communication

Requested and received a settlement letter on 22 March 2023, paid on the same day. Debit order goes off on 25 March 2023. Submit query to *** and receive the following feedback: Kindly note in order to process the refund successfully please confirm no payments will return unpaid or be reversed. What does that even mean? Today on 30 March 2023, I get notified that you are unable to provide me with a paid-up letter as the account is still open, yet no one can explain to me why the settlement letter and amount was incorrect. Also, why must I pay to receive paid-up letter and Natis document? Based on the reviews so far on hellopeter, it does not seem that VWFS cares at all about customer service. Your preferred email address (***) for customer service and communication is a joke! Your people are not trained properly to address queries! Can someone please contact me and explain what’s going on? I wonder if you even take something like greylisting seriously?