No response on emails

My husband was behind with his anual fees (PCNS). They sent a sms with a number to phone. Needless to say - you wait for ages and no one answers. Went to website - sent an email directly from there. Needed their bank details urgently. Was not linked to my husband's account anymore. Found the banking details from someone else - paid the fees. Sent an email directly from bank account - proof of payment. Sent a separate email to ask for confirmation that they received it. NO RESPONSE. Phoned again, eventually after a very long time someone answered. Repai Guvakuva. She was helpful. Confirmed bank details, but could not find any emails sent to them, Really???? She sent me her personal email - as a test. I attached proof of payment again. NO response. Sent another email - we need to know if everything is now fine - still no response. How can any company work like this????