Hi. I usually pay £28 each month on the 14th, however I have just discovered that this month you have taken an extra £4.80 from my bank account! I have never had a bill from you since I started my contract either!
I'm sorry to hear about the difficulties you're experiencing with your billing. I'd like to look into your account to see if we can shed some light on this for you. I've sent you a private message which you can access by clicking on the envelope in the top right.