Disappearing credit/payments not reflecting on statement

Disappearing credit (not used for purchases) payment not reflecting even on the monthly statement, when phoning in the query, calls get dropped, emails ignored only automatic responses. This is going on all week, we phoned 6 times in 1 day, the consultant ALWAYS drops the call, never calls back. So after holding for 10 minutes, answering security questions, then explain the problem he/she cuts the call 🤯😡😡 THE PROBLEM IS STILL NOT SORTED OUT