Does the Edgars JHB account department know what is going on with their accounts?

I wish to raise a query against Edgars JHB accounts. On the 25th September I received an email from Emmanuel Matodzi (Edgars JHB accounts) stating the following: "In response to your recent communication, please consider making arrangements by providing us with the payment date and amount to enable us to capture the details on your account. I rep**** by saying "Good day Emmanuel. Please see the attached screenshot of my last payment in August. The payment date was the 4th of August 2018." He responded on the 28th of September by saying" In response to your email received, please note that there was no payment received for end of August 2018. Kindly provide us with the details of your new payment arrangement. My response was: "Good morning Emmanuel if you looked at the attached picture you would see that there is a slip. On my last slip it showed an amount outstanding of negative 38.44 can you please explain this before I make a payment?" Since then I have not been given any response. I need Edgars to send me a statement of my account for the last for months as I need to understand how I can owe them an alleged amount when in August the receipt that I received after I had paid said amount still outstanding to be negative R38.44. Once they bother to answer my query I will happily pay as I have been a loyal customer for years and I just want to understand what is actually going on...