"Unbelievable service"

My son has been under the clinic for four years and had eye test back in January 15 with a follow up appointment to be posted. Apparently two appointments were booked and we didn't show for either of them (have never missed an appointment I've known about) called today to find out when his routine eye test was booked for to be told he had been discharged for non attendance and that my GP had been informed. Just rang the GP and they have not received a letter either to say he had been discharged. I'm now having to fight to get him back in the clinic for an error that is not mine when speaking with the clinic they just washed their hands of me. Seems very strange that I didn't receive either appointment and the GP never received discharge letter, it is quite apparent that there is an issue with Queens administration!