Worse Customer Service!

I have been with Metrofibre for a year now, and never have I ever had an issue with payment when it came to my monthly Debit Orders, however this time it seems that is the case, I saw a charge on my statement that I couldn't understand, I emailed them on the 5th of December to find out what happened, they never came back to me, yet I got a suspension notice, I tried getting hold of accounts, they didn't answer, neither did support, it was actually BRUCE who works in the sales department, who I've dealt with before, who helped me get through, I spoke to an accounts lady eventually, she said she would email me back so I can provide her with my bank statement, haven't received any mail up to now, and here we are 5 phone call attempts later, and currently still on the line, awaiting assistance, this is absolutely pathetic for customer service and assistance regarding something that I never miss every month! Come on Metrofibre, you guys can do better than this.