Request not being fulfilled.

I've been sending emails back and forth for the past few weeks trying to get the balances of my devices, instead they keep sending me the installment due at the end of the month and keep referring me to a different department with a different email address to get the requested information where I either end up at the wrong department again or email address does not exist. My request is very simple, to provide me with the balances for each device yet I'm getting no where. They need to educate their agents on the difference between the balance of a device and the installment due.