Did not receive any picture, our boy was sick when...

Did not receive any picture, our boy was sick when the picture was taken. Have talked to their "customer service" several times saying that they will get it in their system.
After which they send reminders again and again etc and in their letters write that they will send the case to debt collection. Worst company I have ever experienced. AND AS I SAID: WE DID NOT EVEN GET THE PHOTO