Citizens Bank review: Loan service and automated payment system

I changed my credit card. For the second time in my loan, I am getting emails that my payment could not be processed. As well as calls and texts.

My emails from vivint do not show my loan number, so I can not make an account or log in online to take care of it.

When I answer the phone, use the prompts and say that I want to pay now, it says now going to automated payment system. It then starts over on the whole new set of prompts and menus and eventually lands on the part where you have to enter your 16 digit account number.

Since I do not have that, I then have to sit on hold for god knows how long, trying to pay measily 72 bucks.

For the love of god. Who designed this? This could be resolved by your including the account number in the app, or in the emails your send, or even in tying your automated payment system to the account, when you call the person, the system knows my account. Knows what I owe, why can't it just transfer me to where I can enter my card number and all that info and move on with my day?

Did someone's child design this, Christ. Such easy fixes for you to get your money easier, yet you won't do them.