HP INSTANT INK HP Instant Ink -- no ink

I have been a member of the HP Instant Ink program since I purchased my printer over two years ago.

I Have been billed correctly  $2.99 each month.

My printer has been on-line since purchases and I have received one black ink cartridge on 7/22/16 and none since. (I had an xl cartridge from a prior printor which I had used,  so the shipped black cartridge was not needed till later. 

ON 11/25/18 I tridet to print postage to ship out a package and it wpiuld only print in color.

I checked my printer ink levels and it showed out of black ink.

How the heck can I ran out of black ink, when i am a member of the instant ink program.  My printer is always on line and HP should  have been notified over two weeks ago I was running very low.

I called them on Monday and was told they can see I am out of black ink and would hurry up the process and get one to me in 5-7 days , was told it usuall takes 7-14 day once notified.

I ask what am I to do I need to print postage and of course regular printing. He had no answer, and gave me an addition 50 pages to the account.  I told him I wil never use them, I dont print that much, that now I will have to buy black ink at a store. He did not offer to reimburse me for the purchase.

So I have paid over $108.00 in monthly fees and have received one black (second in a week or so) and only one color cargridge since signed up for the program. 

I know I am paying for the convienence of not running out of ink and running to the store, but HP Instank did not live up to their promise.

P.S. I spoke with my office admim person, and she said the office was having the same problem and a HP rep some how was able to change the settings to mail  the ink out when notified level at 30%, and since then there has been no problem at work.

The person I spok with never even offered this option.