Bad Service

I am still waiting for someone to contact me with an extra amount that was debited from my account without my concern. I was informed that since I am on Price Lock that I have to speak them directly, they don't have an answer. I was also informed that the only means of communication was via email, they promised to send an email through on my behalf. 4 days later I made a follow up and I was told that they reply within 7 days, they sent an email again on my behalf, I asked for an email address so I can email them as well till today I did'nt get a response. My first complaint was lodged 30/09/2019 with ref number ref number ***9-C5, second one on the 04/10/2019 ref number ***9-C6.