Frustrated

I am really disappointment in the accounts department. Really battling just to speak to someone. Keep on sending emails. Back and forth. I have made some payments to me account which is not reflecting on they statement. I cant even sort it out as i cant even speak to anybody.... (or no emails. Emails only get rep**** to you from someone different every time) I am very frustrated. I really want to pay this account but i cant get the account sorted in order for me to know what am i paying for. I received a sms today with the links. I have tried opening them but it is password protected. I cant view it. Even if a put the exact password requested in there it still is not accepted. I give up now. Not sure how to sort all of this out.