What would you do? Student can’t walk at graduation because they still owe band fees.

Here’s the background: This is this family’s third kid through the program. They didn’t pay any of the fees from the oldest kid. Someone paid for their fees anonymously so the kid could walk at graduation. The second kid they didn’t pay for either until they were told she wouldn’t walk at graduation unless fees were paid. The current student was only in band his first two years. Over these last two years we continued to send statements to the student email on file but not the parents. We assumed the parents were getting the statements but it turns out they were not. This parent lost their job and is in hard times. At the same time other families have made sacrifices to pay off their debt. They were also told when they registered for band 10 times (4 years with 1st kid, 4 years 2nd kid, and 2 years 3rd kid) that they would not be allowed to walk at graduation if there were fees owed. The parent is starting to get heated in their communications.

What would you do?