Never had a problem untill now

Dear Salam /Direct axis

I am writing to you as I am not getting satisfactory in my emails. I sent a email on Sunday 21h30 when I noticed you tried to deduct my account nearly 2 weeks later instead of on the 24th as you do every month for years. Then come Monday morning I get an sms that informed me my payment is overdue. I then received an email asking for my ID number which I from the first email placed in the heading. I specifically asked for reply via email. I got a phone call from one of your agents before 08am and she downright refused to email me. I sent another email directly after this phone call. Now I again get an sms from Sanlam telling me despite your previous notifications the account is still not paid. I informed you of you neglect to me and I want my original email to be answered. I cannot and will not speak on the phone about this. I want the conversation to be on email.I need emails to be sent to me and your error to be resolved. This mistake is not mine as you will be able to see on my file.