Poor service delivery

My husbands Finchoice account was first handled my Norton Lambrianos Att. Since November 2025 we are requesting for a detail statement of account from 2024 when the account was handed over. Two weeks ago we received messages that Strauss Daly Attorneys are no dealing with this matter. My husband send them a detail request that he want proof that they are now dealing with his account and that he want a detail statement of account from 2024 for some of our payments are not reflecting for what they have outstanding and per our recon there is a difference. No statement but sms'e of what they want us to pay and even a settlement letter. When we phone the most rude person answer the phone. Why do collection agency's tread you like ........ but if we as client as for info there is a delaying tactic. So they go do what ever they want and if you are firm back with them it is an issue. We must keep making payment with no sense of urgency of compliance to the clients request. Think all these agency must first get a course on how to be human. Please I dont need the automated reply