Call back

I went into your store on the 21st of December to ask when the Debit will go out for December because it’s the festive season, which I was advised it will be my original date that is last day of the month. On the 31st of December I went back to the store to inform them that Direct Debit didn’t go out and was advised I will get a call back from the billing team and that callback form was submitted. On the 4th of January I got a text to say my case will be attended to( because now I have an outstanding payment, which is not my fault), I also got an email with my bill. On the 5th I requested for another callback of I can discuss payment arrangements but still no one has called me. My services mustn’t be affected because I’ve been trying to get this sorted out but since the company is not professional it’s not working. I want a call back from you guys