Frustrated

So my account is in arrears tried to contact the number given, even the email address no feedback. Rather getting emails that don't make sense. Your collections department don't know how to assist a customer that is asking why the amount so high. They said they call me back well never happened. Saturday lost my phone went to store but we can't help you mam cause the status of the account. So basically if your account is arrears no one will assist me. Asking the agent at store how to make payment arrangements he tells me I must call a certain number oh wow how do I do that I don't have a vodacom sim and any other network you pay. So please tell me what needs to be done