Very disappointed

I messaged earlier on in the week from my work laptop to ask if they could assist me like they assisted me last month for a debit order to go off my new bank account details because I didn't have a cell phone. I responded to the email of the agent I spoke to last time who I confirmed with that I don't have a cellphone or any other means of doing the payment because my job blocked us from browsing the internet on our laptops so I can't access the payflex site via that method. So the guy I was dealing with responds and says I can do the payment on all other platforms. Now I see that instead of the installment I should have been paying monthly it has increased drastically I don't even know if the other debit orders went off last month. I am not paying any charges incurred for this month or last month because of your employees incapability to resolve and read queries sent to yourselves. Take off all the charges then I will pay the money via your app because I got my cellphone back today from the insurance. I don't know why u guys have to make it a hassle each time.