Account Problem

I have been trying to query my account with MetroFibre but my effort has so far come to naught. I sent them a query which resulted in them giving me a ticket number that was never attended to. I have tried to call their accounts department, I spoke to a consultant, explained the issue with my account, the consultant couldn't explain what was happening with the account. She promised to escalate. the query. Nothing came from that. I have been getting emails and sms's notifying me that my account is in arrears, which is caused by an account discrepancy from their side. I have tried calling them several times after an escalation was promised, every time I make a call I speak to a different consultant, who either places me on hold or the call gets dropped. No one has called me back concerning my query,