VERY VERY SAD CUSTOMER

I really do not know what to do regarding the bad experience i have at this stage with Wonga. In December 2019, i wrote an e-mail to Wonga, because i wanted to take out a new loan, and the system did not give me the option to take out a new loan. I use to have a 3 month loan that i took out September, which they started to deduct from October 2019 until December 2019. I send them an e-mail on 13 & 15 January 2019 and tried to call them, but could not get ahold of them, and the customer care did respond to my e-mail. They rep**** back to say that my query has been resolved and that my loan application has been paid into my account, but i never received the money in the first place. And now they want to start deduct premuims on money i never received.