terrible services from accounts

My account was forcefully debited in april when queried with nare she advised me this is what i advised the accs lady to do. I req for the recording which takes 48hr to be sent to me which never happend and i sent my bank statement reflectin unpaid chqrges. I asked for bank dtls to be removed and account cancelled. I am now being harrased by accounts to say acc in arrears how is this possible.