bad service, no response

We have brought items from them on account, ever month the debit order goes off but statemnet we only get every 3de month and not mnthly. on our statement is things listed thats been added and we have numerus times been querying about what it is and for what is it for, the last time i have query was in Novemebr 2020 and still till date i have not heard a word from them. send mails to head office who also doesnt respond. i also asked i would like the amount due to pay my account to date as i wanted to finish it off and did not even got a response on that not even from the branch it self.