My mother received sms's stating her account is behind. Upon numerouse phonecalls trying to get an email adddress to send POP, the query agent which was working on the issue was not working with the case anymore, so it started all over again. The POP was send about 3 months ago and assumed to be resolved as nothing was heard again afterward... until we received letter of demand 3 months later.
In the first place - get your documentaion in order
Secondly - get your staff to pull finger as it is near-impossible to get hold of anyone nearly capable of resolving a query. Call are rarely answered, and when they are, you are transferred in circles and eventually cut off. It is worse than trying to get hold of an employee at you local municipal office!!!
This is a discrace - even though the account in question is paid.
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