VIP subsribtion

I am using the reading app, ReadNow and I love it but I lost my phone but I still using the same email address. I opened a new account but they still deduct my VIP subsribtion fee from my bank account but I do not get to use the benefits. I tried to communicate with them via email and on the app to explain my situation but to no avail. For past 2 mints I'm paying my VIP subsribtion if my first account but I can't retrieve it, I followed the prompts on the app but to no avail. Please help me, I thank you

Katrina