Unresolved ***** Query for over 3 months

It has been over 3 months since I lodged a complaint for ***** on my account and I still have not been assisted. I follow-up on a weekly basis since the occurrence of the ***** in September 2022 however my efforts are in vain as there has been no resolution to my query, yet they debit from the account from every month. and they do not respond to my email communications. This is wearing very heavy on me and my family.