Bad service from accounts department

Car track accounts department shocking, we haven't resolved my issue for over 10 months if not a year they say they handed me over but keep going to my bank account despite other people calling me as well to make an arrangement. You call then , you hold for 10 minutes, someone answers and drops the call . Really shocking because same attitude made them cancel my contract when l was enquiring what's the process and after all this l am liable for a huge amount of fees that's handed over.