No response to queries

I have phoned the accounts department several times to stop a debit order as we have now paid in full. I get told that they will email me a statement but I have yet to receive an email. This has been going on since October 2015. I also queried the duration of the course. On the website it said that I would have 18 months to complete the course but when my student card arrived I saw that it was only valid for 12 months. I need a assistance urgently.