Hand over of account that has a query

I'm not sure that this guy i have mentioned as person responsible really works for you or not as he is using a gmail email to communicate with me. He has been calling me on a number which was hardly going through but he never emailed me while their client gave them my email and contact number. im now expected to pay for more than 20 calls i never answered while there was not even a single email sent. i get a phone then i do sim swap ,their call comes through. i state my query to this Andrew gentleman, not being able to provide answers i ask to speak to his superior till today i'm still waiting. the next call i received was from Neo lady who had no telephone etiquette and very rude, hardly listens and very annoyed by her collections job whom i told her that im still waiting for Andrew supervisor to contact me by email as their call are expensive and it will be another added expense i will do my level best to avoid. she placed me on hold without me agreeing to be placed on hold.then Andrew comes to find out what my problem, a call has been given to another agent without me being told that i will be dealing with another person. I wonder does Jaco von Abo is aware of this joke.