Account department is useless

Account department isnt even a 1star - i made payment- on 4th got sms sent proof - 7 start to get calls - sent mail with proof llus on whatsapp group - ask me to do a debit order - was told its all fixed now like on email i got back 9th - just now got sms again arrears - made a call didnt receive payment full amount will be taken from my account - the lady who phoned me put on a arrangement what i never did - they need to learn to listen and follow the paper trail and do as they say on email ! Very disappointing for me - dont think want to use account any more - as this is a fault ont heir side im gkne be charged extra interest on your fault!