charged for phone calls I have never recieved

I have RCS account handed over to Norton-Lambrianos, I called last updated my current cell phone number, today I called in and requested for billing statement , only to find out I have been charged for phone calls and sms's that I have not even received because they were not dialled to my cell number and I'm even charged for phoned calls that I made my self. And worse 24th April 2015 I was charged twice for email but only received 1 email. Now I made arrangements , I asked for arrangement letter so that I will have a proof of the agreed arrangemet but consultant refused, she said I need to pay first , my question is how to pay without any proof of agreement of what I will be paying for future enquiries. Pls assist, want all phone calls and sms made to the wrong number to be cancelled, plus I want cancellation of 2nd email sent on the 24th april because I received 1, plus I want charges for *calls recieved* which are calls that were made by me to cancelled as well , lastly I need, agreement of arrangement I made in writting. Thank you