Account debited for months while unit was faulty/not working

About a month ago I spoke to a lady who promised that her manager will call me back regarding my account. The unit was faulty and hasn't been working since November 2021 and the lady said that Tracker has been sending me notifications on details I updated a while ago. I had to inform her that the gentlemen I spoke to prior to speaking with her confirmed my new details but for some odd reasons her system was displaying old details and she mentioned reimbur*****t of the months I was debited but wasn't getting any service. I had to get into a new contract where I was debited a high amount. I sent an e-mail detailing the names of the people I interacted with and the dates 6 days ago but still no response. I've never had bad experience with Tracker and it saddens me more that I had to come to this platform to be heard.