Do not for a moment imagine that you are dealing with an organisation that has any culture of customer service. These companies all originated from ex-clampers who found out that it is more respectable to scam motorists without having to get their hands dirty, thanks to the Protection of Freedoms Act 2012.
They are single-mindedly interested in only one thing, how easy it is to scam money from all the "mugs" out there who have little to no idea about their rights and the law when it comes to parking tickets. This is legalised scamming.
These unregulated private parking companies issue over 41,000 PCNs a day. Yes... a day! Combined, they are a multi billion pound business that pays no VAT and is hugely profitable.
They rely on the low-hanging fruit on the gullible tree who have little to no idea about how this all works and they can easily scare most victims into at least paying them the "mugs discount" rate and for the rest, they use Debt Recovery Agents (DRAs) to scare the rest into paying the inflated fee as huge numbers of their victims ignorantly believe that these DRAs can send round bailiffs and issue CCJs. They can't but that doesn't stop huge numbers of "mugs" feeding their greed.
So, you can try and appeal to their good nature, which we know doesn't work or you can play them at their own game and outmanoeuvre them on the legal battlefield. The choice is yours. The experience is ours.