Account Number Changed Mid Billing Cycle

I moved and was given a new account number in April 2026. I have been back and forth requesting statements and transactions of the prior account and am only told that it is suspended/deactivated. My new account is a mess. I have gotten double EFT charges. My auto pay was for almost 100 more than my statement said with no communication to me before pulling it out of my bank account. My new statement shows the payment and erroneous charge listed in the credit balance area. I have reached out multiple times and have a payment research request opened with no communication back at all for about a week. I need to know who to escalate this to.