An example of pathetic communication

I received notification from E and L that my credit card premium payment had been rejected in a letter dated July 3rd. The premium was for £26.20 and I was informed that if I wish to instruct them to reapply for payment I would incur an administration fee of £3.99. These are all pretty small numbers, but I was concerned at the payment rejection and quickly checked my bank account as I was very concerned in case my account had been hacked. The account had not been hacked and there was more than sufficient funds.
I e-mailed E and L by return asking what was going on as failure to pay could adversely affect my credit rating.
four days later and I haven't even had an acknowledgement of e-mail, let an explanation for the failure to collect the premium.