Angry client

I had tried to create an account and i uploaded all documents as they requested. It was all ticked as well received but still stated not verified. When I asked why and how to fix it, to date no proper response. I chose an upgraded package when I was applying but oviously didnt get to use the services. Then they deleted the account but I was billed prorata for that package and now again for the full package with still no proper feedback and they stated via WhatsApp I wont be liable for the R99 odd rands but it will remain on my statement which I do not understand what that means. Then I received an invoice for R499 which I immediately queried and still no feedback. I have emailed the risk and ***** dept but no response. I have messaged them again via WhatsApp this morning still no response. I would like an urgent response from someone in charge and I would like reasoning for them not verifying my account firstly and how to perhaps use the service and most importantly I do not wish to be billed and I need a statement reflecting that I do not owe them a cent as my account wasnt even approved so why am I being billed.