Failure to assist on account enquiries

Since the 2nd September 2020 I been in and out of stores trying to get an updated statement, to be told my account has not been moved to the new system and its declining. I have emailed the enquiries email as per the webpage numerous times, to no response. I have called the call centers to be told my ID number does not match an account, while others say wait 48 hours for a response. I been calling weekly trying to get an updated statement because I have been doing EFTs but unsure if the amount is correct or the account is up to date. I was referred to the Whatsapp line to receive the same response. Its become so frustrating to know whether you paying correctly and the amounts are reflecting, this all goes against my credit score if I fault on payments. There has been no assistance from any agent and any default on my account should not be my fault. I then receive a message that I need to pay my account as it was due on the 1st, how do they send a message when they cannot even locate your ID number to an account. Some resolution to this matter would be acceptable.