Unavailable service..yet I owe the services I don't get

I'm a young widowed woman staying alone and fedity has no care in the world that they are putting my life in danger.. they keep sending me a message to do a technique test which failed. They said I must book a technician. Which i can't do since I stay alone and work mon-sat 5pm.. now I tried to book a technician they said I have arrears on my account. And I have called over 10 times to pay but can never seem to get to the credit department as they are always busy. So I don't what to do... this is a matter of life here..