Bad service and early payment reflect as no payment

Bad service from call centre agents who calls to say your account is in arrears but cannot assist you in fixing the problem. Direct axis debits you early in December and now they saying they never received the payment on the 25th December when they debited you on the 15th December. I have been on calls for 2 weeks and everytime the calls are cut. My bank even done a conference call and they cut the call the Minute she explained. All I want to do is show you I paid and get a settlement letter to settle my account. Direct axis is sending me sms every morning that the account is in arrears like how if you debited me.