Reply on email received form Matrix

I received feedback from Matrix, it came via my new email address, they say that they cannot get hold off me on my cell, I carry my cell on me all the time. I have an estate of which I am the landlord I have to have my cell on me at all times. They say that on the call recording it was said that the terms and conditions will be forwarded to me, for my perusal and that I will have 7 days to respond. I never received the email as they had the wrong email address (changed 3-4 years ago). Then they say the reason why I cannot access my APP is because my account is in arrears. Well, this account is on a debit order and for the last 3 months on the 6th Sept, 7 Oct and 7 Nov an amount of R 212.93 was deducted. If need be I will go back in my bank statements and show ALL the deductions.