Good but customer service is terrible

I've been with very for a number of years now and I've always been impressed with there reasonable prices and finance deals, especially the buy now pay later which is fantastic. However today I closed my account as I found there customer service team extremely unhelpful. I paid the remainder of my buy now pay later a day late as I was in hospital watching my baby be born on the day that it was due to be paid ( I thought remembering to pay a day later was quite good all things considered). However the payment was a day late and they said there was nothing they could do about it, I owed £98 and they ended up charging me £95 on top of this for paying 1 day late, if I was a serial offender I could understand but this was a one off and I feel my reasoning for the late payment was a just one. I paid what I owed and closed my account. It's a shame really because I love what they offer but if they can't look after me then I have no interest in giving them my money.