wrong payment being taken each month!

[#1]

I recently changed my account (Plusnet to Plusnet) to reduce my payments, to help myself during corona as well as getting e better deal.
The original new payment was due to be £28.99 confirmed in email on 5th April 2020, but you are taking a higher amount than my previous contract-  £35.98 out of my account each month and I cannot speak to anyone to fix this! I have lost all my work (freelancer in events) and need this sorting ASAP.
Can anyone actually help me? Your phone number doesn't connect to anyone and your live chat is off. 
Cheers - Kate

[#2]

Thank you for contacting us.

I have check on your account and I have update the following  Ticket

If you have any further questions please do not hesitate to contact us further.

Jo