Being given the runaround ❗

I have arrears on my month to month account as from December. I have been getting emails and also notifications from bank of insufficient funds. I contacted mweb as they send emails that I must pay via my mweb app. When I log in the app , it is cancelled. I call in, the agent tells me my account has been handed over to Lexmed, now I call lexmed and I'm being told my name does not appear on their system even after all identifications. Now, what am I supposed to do as I'm ready to pay my account ❓ I'm being given the runaround and clearly the debt shall continue to accumulate. Advice please, remembering that we queue on the phone for long periods🥴