Service was and is incorrectly disconnected

Our service was disconnected last week. According to the lady at the call centre, our October payment was reversed and therefore we are now in arrears. However, this reversal do not show up in my bank account. After numerous phone calls I was instructed to send my bank statements to [Email Removed] I however received an automatic reply that this email address does not exist anymore and that all queries should be send to [Email Removed] I did so, more than once. Still no response. I phoned again and was this time instructed to send my bank statements to [Email Removed] Still no response.