The recurring payment was on our card but I just got our bank statement and it shows that it didn't go through even though there was money in the account. But they waited until the 13th to send a letter which the payment should have been taken out of our account the first week of the month. We didn't receive the letter until the 28th and the lady said that it's not their fault because they sent it out on the 13th and we should have known that.

I would call back and speak to someone else. Let them know you received the notice too late and called as soon as it was possible. Something about that seems odd. Sorry that happened to you. 😕 do you have record that you ever submitted a payment? That might be helpful. A confirmation number, copy of a check, etc?