Customer care un contactable, no feedback on arrangements

I contacted MDB to make arrangements for an arrears accounts payment. Terms were agreed to telephonically,a payment was to be debited today, and then on the 1st of each month going forward. I requested confirmation of this arrangement and balance to be emailed, no response I was told a reference sms would be sent to me, none has been received, i have reconfirmed my contact details and re requested said reference, again to no response. 3 different staff have told me 3 different stories, first that it would be sent, then that customer care would send it within the hour and lastly,that no such message was coming, as no payment had been made, so there was nothing to reference.

No debit was processed as per arrangement! repeat calls to the callcentre have yielded nothing, i was today told that they could not assist and was given a customer care centre number, this just rings endlessly. Emails sent to the info@mdbinc address go unanswered, the listed number on the website delivers a high call volumes message voicemail box asking to leave a name and number. how is this so ludicrously difficult to achieve?