Accountants can't count, expects me to do it

My phone was broken, called to enquire how to go about claiming. Was told my account was in arrears (which it wasn't, its a debit order which goes off quite earlier in the month) When I disputed this, i was told I had to provide bank statements and ID copies, etc etc. this is unacceptable. If you make a mistake you should fix it not expect the customer to waste their time and resources because you can't keep track of your own bank accounts.