Poor service and communication

I phone the accounts department two week ago regarding a sms I received the Ladie advice that I did not pay for September and November I then log on to my account to check and advise her that the payment went of for the two months that she requested for and dowry decided to switch my receiver of with out advising me and I was not at home for the weekend and on top of that she did not even ask for my bank statement or an email.