Billing and communication

I SPENT AN HOUR TRYING TO EXPLAIN TO SOMEONE, APPARENTLY A NON-ENGLISH SPEAKER--THAT I BELIEVE MY BILL LISTS AN OVERDUE BALANCE IN ERROR.  SINCE I COULD NOT RECALL MY PIN, HE ASKED THE SECURITY QUESTION---MY MOTHER'S MAIDEN NAME--THEN HE DID NOT AGREE WITH MY MOTHER'S MAIDEN NAME!    HE DID NOT UNDERSTAND THAT THE SECURITY QUESTION IS THERE IN CASE THE CUSTOMER CANNOT REMEMBER THE PIN NUMBER.  THE BILL ITSELF--VERY AMBIGUOUS-----AT ONE POINT IT SHOWS A PAST DUE AMOUNT--AT ANOTHER POINT, IT SHOWS THAT IT IS PAID.  OKAY---THIS ONLNE BILLING AND PAYMENT NEEDS A LOT OF WORK ON YOUR END.   UNTIL THAT GETS DONE, I WANT A PAPER BILL IN THE MAIL SENT EACH MONTH.  I STILL DO NOT KNOW WHY AN OVERDUE AMOUNT IS SHOWN.   THE PERSON ON CHAT HOWEVER IS DOING A WONDERFUL JOB OF PREVENTING BERSERK COMPLETE STRANGERS FROM PAYING SOMEONE ELSE'S BILL--I AM SURE THAT IS A VERY SERIOUS PROBLEM.