Bad customer service

The bad service I received from sleep master's call centre and the so called client care. I made a laybye in November and on the 1st of Dec I made a payment. Today 13/12/2022 I received a statement which does not reflect the payment made on the 1st. I would like to cancel the damn laybye and get a refund for the initial deposit and payment I made. I have sent back and fourth like am idiot with email addresses that are invalid.