No assistance. No reply. No communication

I requested assistance via the chat client on their site to make adjustments to my cover and contribution. I made it explicitly cleasr that due to covid my family has lost a huge part of our income and that if adjustments were not made my debit order will bounce. I was given an email address of a 'controller' that would assist me. I then sent a mail again explaining my situation and supp**** all my detail with no response other than the automated reference number reply. I have done this multiple times with no reply. If the debit order bounces it reflects poorly on my credit record and I will have to pay a penalty charge. Fedhealth does not respond and I doubt that they will reimburse the banking charges that I incur due to their inability to communicate.