Non-existent customer service

I received an SMS from the company on 18 August stating that my account is in arrears due to previous unpaid debit orders. According to my knowledge I had no unpaid debit orders, so I logged a case by emailing *** to query the matter. I received an automated response stating, "Your Case Number Logged ***9". This was on 25 August. But thereafter I was NEVER contacted with regards to this case, despite sending two follow-up emails (on 03 Sept and again on 27 Sept).

Then, out of the blue today, I received an email, not from Customer Care in connection with my case logged 10 weeks ago, but from the Collections department, stating that I am an "Active Arrear" customer. There was no message in the email, but a statement of account was attached. When I go through the statement, it looks like no debit order went off at the end of August.

But I have been trying since August to query this and cannot get any response out of Customer Care!!! I would be happy to settle any outstanding amount if the company can actually take five minutes to respond to my query!