New App Fail

This organization has failed me after they upgraded their app to this new look it seems to have lost all the settings on their side and now claims I do not have any subscriptions with them yet I am being debited, when I log a query with them they don't even bother asking me troubleshooting question but just say "You do not have a subscription, buy a voucher" how when I am being debited?

This needs to be resolved, it has now been 2 months without my paid services, and I am being ****** here.