Invoice Requested 3 times, still no response

I have requested my invoice for SEPT 2018 . My wife has requested this 3 times . Honestly such a big corporation and you cannot even get this resolved. You keep closing the ticket, stating resolved . IT IS NOT RESOLVED !!!!

You have taken the money from my account please could I have the tax invoice? Awaiting your response? REF nr 1- ********** 6496 Also attached the zero billed invoice I got from some agent . After you took the Monthly usual amount from my account.