Poor service

I no longer received statements which I do not understand why, made a payment on 30/4/2021 but to my surprise at the burea it indicates there was no payment received. I sent an email edg******* for a statement on 12/5/2021 but I haven’t received any correspondence. I just want to settle and close this account!! I have been trying to (0860) 111-826 for a couple of months but after I enter my account number the line cuts all the time and I have airtime available.