A Change of Procedure?

I just got off the phone after another productive, not, call to Royal Bank. I inquired as to when they paid my tax account as the letter I received from them claims they paid the correct amount. They paid May 25th! It was corrected by the province March 28th and the corrected balance has been public since that date at SNB online. I received notice of them changing my payments in late June after they'd already taken one with the extra 100+ missing. The response I receive 'well this is the way we do things', if I worked on 2 month old statistical data I think I'd be fired!! Royal Bank, kindly change your procedures!!!!