Bad communications

I'm battling to get Telkom to assist me with an account statement. If I log in online I get a message that I don't have sn account. Last account received from them Dec 2018. I phone and then they promise to send account but nothing. I had problems to pay my account they send sms with banki g details. I deposit every month the money into supp**** banking details. But no account. No communication from Telkom.