on the phone over 1 hour says dec payment not paid...

on the phone over 1 hour says dec payment not paid when auto payment taken out 11-1 for nov and then 11-30 for dec what is going on. never any information regarding how to pay for new year. isn't bad enough that not know if we have it then can't get together how to pay for new year. seems simple enough if payment made thru the last year to continue why scare everyone to say have not received payment when they do not let us know how to pay.