Lack of proper communication

There is no proper communication. When you send an email 3 to 4 different agents respond each with different responses when you ask to be called back you are ignored. I have been asking for a buy out agreement for 4 months but they keep debiting my account saying I have over paid yet still need to sign a buy out agreement so now what happens to the payments made for the last 4 months ? I have to repeat myself as each time different agent responds how can this possibly wor??